Humanizing Healthcare

What if nursing homes felt more like real homes and actually improved lives?In this episode, we talk with Susan Ryan, CEO of the Center for Innovation, about reimagining eldercare through person-directed living and human-centered design.Susan brings decades of experience in nursing and eldercare transformation. She was instrumental in scaling the Green House Project, a nonprofit that replaces institutional nursing homes with small, self-contained homes that foster dignity, choice, and connection.She walks us through the mission of the Center for Innovation and how their work alongside the Pioneer Network is shifting the culture of long-term care nationwide.Susan also shares how their “beliefs, behaviors, and systems” framework helps redesign care environments and empower caregivers in ways that improve well-being for everyone involved.🎧 Tune in to hear how The Center for Innovation in Eldercare is changing the game in eldercare and what leaders across healthcare can learn from their model.Key TakeawaysIntroduction (00:00)Susan Ryan’s career journey (03:38)The Center for Innovation's mission (08:47)Impact of Greenhouse Project on elder care (11:23)Beliefs, behaviors, and systems framework (15:44)Challenges and opportunities in elder care (18:59)Advice for patient experience and quality leaders (24:54)Questions and insights (27:08)Favorite quotes and closing remarks (34:05)Additional ResourcesSusan Ryan’s LinkedIn: https://www.linkedin.com/in/susanryan2018/The Green House Project: https://thegreenhouseproject.org/Pioneer Network: https://www.pioneernetwork.org/Compassionomics by Stephen Trzeciak and Anthony Mazzarelli: https://www.compassionomics.com/—-Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/----Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/

What makes healthcare personal, even in large, fast-growing systems? It’s the power of human connection.In this episode, Amy Searls, Chief Experience Officer at Prime Healthcare, shares how she’s leading efforts to create meaningful relationships between patients, staff, and healthcare providers.Amy brings over two decades of leadership experience in patient and staff experience to her role. Prime Healthcare has a network of 51 hospitals and 300 outpatient centers. As the Chief Experience Officer, she oversees the patient journey and the provider experience, ensuring that both patients and healthcare staff feel supported and cared for.Amy explains the strategies Prime Healthcare uses to maintain empathy and human connection as the organization grows and expands. She shares how they empower frontline leaders to drive patient experience and how the organization adapts to challenges like hospital acquisitions and employee burnout.You’ll also hear about the impact of technology on the patient experience, including Prime’s ongoing work with mobile solutions to improve communication between staff and patients, and how they ensure these innovations still prioritize empathy.🎧 Tune in to learn how Prime’s approach is humanizing healthcare through meaningful relationships, even as the industry evolves.Key TakeawaysIntroduction (00:00)Amy’s first experience with patient care at age 14 (02:48)Empowering leaders to drive cultural change in patient experience (08:01)Overcoming challenges during hospital acquisitions (12:06)The human connection at the core of the patient and staff experience (15:44)The importance of connecting with purpose in healthcare (17:53)Trends in patent experience (21:22)Additional ResourcesPrime Healthcare’s LinkedIn: https://www.linkedin.com/company/prime-healthcare/Amy Searls’ LinkedIn: https://www.linkedin.com/in/amy-searls-aba59119/—-Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/----Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/Learn how Planetree can help your organization deliver person-centered care at:https://www.planetree.org/

Over the last few decades, healthcare has become more transactional and impersonal, but there is still hope for delivering truly person-centered care.In this episode, Dr. Redonda Miller, President of The Johns Hopkins Hospital, shares her approach to person-centered healthcare.As a leader in one of the top academic hospitals in the country, Dr. Miller discusses the importance of asking for input, community engagement, and healthcare workforce well-being.She emphasizes the need to listen to patients’ diverse needs, from local Baltimore residents to international patients, and shares how The Johns Hopkins Hospital fosters meaningful connections with both patients and staff.With initiatives like the "RISE" program supporting caregivers and the hospital's commitment to continuous improvement, Dr. Miller outlines how healthcare institutions can reconnect with the core mission of care.Don’t miss out on hearing from one of healthcare’s leading voices on the future of person-centered care for both patients and caregivers. Listen to the full episode now!Key TakeawaysIntroduction (00:00)Dr. Miller’s journey to medicine, including a childhood incident (03:48)The importance of reconnecting healthcare workers to their mission (05:36)Engaging with diverse patient populations in Baltimore (09:16)Closing the loop between patient feedback and action (12:11)The balance between local community care and global health initiatives (13:37)The significance of Planetree certification in person-centered care (15:41)Using person-centered care to address safety and quality challenges (18:52)How The Johns Hopkins Hospital engages with patient and family advisory councils (20:03)Shift to value-based and outcome-based healthcare models (27:18)Q&A session (39:33)Additional ResourcesThe John Hopkins Hospital LinkedIn: https://www.linkedin.com/company/johns-hopkins-hospital/Dr. Redonda Miller’s LinkedIn: https://www.linkedin.com/in/redonda-miller-a58446a/—-Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/----Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/

Navigating the healthcare system can feel daunting. From confusing jargon to impersonal encounters, many patients feel lost and overwhelmed. It’s easy for them to feel like just another entry on the assembly line. But what if healthcare could be different?Dr. Susie Kane, Mayo Clinic’s first Chief Patient Experience Officer, is proving that it can. She joins us in this episode to discuss the initiatives that are transforming patient care at Mayo Clinic.Known for excellence in patient care, Mayo Clinic’s vision is to “provide an unparalleled experience as the most trusted partner for healthcare.” In addition, the Mayo Clinic’s mission is “Inspiring hope and promoting health through integrated clinical practice, education and research.”According to Dr. Kane, the formula for great healthcare is warmth and competence. It sounds simple, but there’s a catch: warmth comes first. When patients perceive that a doctor is caring and empathetic, they’re more likely to trust and comply with treatment plans.It takes more than being good at your job but also about showing you care. Even small gestures, like knocking on a door before entering or explaining a procedure in plain language, can build trust.Guided by these aims, Mayo Clinic partnered with Fidelum Health to determine the impact of HUMAN Brand® insights in building lasting patient relationships through warmth, competence, hope, trust, and belonging.Tune in to the full episode for the full story of how the Mayo Clinic is putting patients first and building lasting relationships.Key TakeawaysIntroduction (00:00)Dr. Kane’s personal journey and its impact on her career (02:29)Warmth and competence as drivers of patient trust (13:18)The value of small, compassionate actions in patient interactions (18:09)Innovations in environmental design for patient comfort (20:27)Supporting clinicians with scripting and tools (25:15)Advice for healthcare leaders on improving patient satisfaction (27:02)Free-text surveys for actionable patient feedback (29:42)The importance of how clinicians make patients feel (34:34)Additional Resources Case Study Building Patient Relationships at Mayo Clinic: https://fidelumhealth.com/how-mayo-clinic-is-building-lasting-patient-relationships/ Fidelum Health and Mayo Clinic Collaborative: https://fidelumhealth.com/collaborative/ The HUMAN Brand Book Executive Summary: https://fidelumhealth.com/wp-content/uploads/2022/11/Executive-Book-Summary-of-The-HUMAN-Brand.pdfFidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/---- Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/ Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/

Generative AI is transforming healthcare, empowering patients and clinicians to collaborate like never before.In this episode, Chris Malone speaks with Dr. Robert Pearl, author of ChatGPT MD, about how AI tools are driving a shift toward prevention-focused, value-based care.Dr. Pearl, a thought leader and former healthcare executive, explains how AI can tackle chronic disease management, reduce costs, and restore human connection in patient care.Dr. Pearl dives into the practical applications of AI, from wearable devices to empathetic patient communication. We also discuss overcoming barriers like privacy concerns and fee-for-service incentives.Tune in to discover how generative AI is reshaping medicine and why it’s a game-changer for clinicians and patients alike.This episode is brought to you by Feedback Now, an innovative partner dedicated to enhancing patient experiences through real-time data analytics.Key TakeawaysIntroduction (00:00)Dr. Robert Pearl's career journey (02:50)Impact of technology on healthcare (03:51)Exploring generative AI in healthcare (08:10)How generative AI will drive down the cost of healthcare (13:01)The role of AI in enhancing patient care (18:06)Addressing privacy and security concerns (27:31)Empathy and human connection in AI (39:20)Closing remarks and final thoughts (44:28)Additional ResourcesThe Official Site of Robert Pearl, MD: https://robertpearlmd.com/Buy the book - ChatGPT, MD: How AI-Empowered Patients & Doctors Can Take Back Control of American Medicine: https://www.amazon.com/dp/B0CWCV9DVZFidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/----Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/FeedbackNow - Easily collect and analyze real-time inputs from People, Processes, and Places to Optimize your Operations: https://www.feedbacknow.com/Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/

What’s the future of personalized healthcare?In this episode, Dr. Patrick McGill, Chief Transformation Officer at Community Health Network, shares how his system uses cutting-edge tools like ambient documentation, AI, and precision nudging to enhance the patient experience and improve clinical outcomes.Dr. McGill explains the evolving role of technology in healthcare, focusing on personalized care and healthcare transformation.Dr. McGill offers great insights into how Community Health Network balances technological innovation with the need for strong human relationships in healthcare.He also discusses the success of value-based care models and the organization's unique ability to remain nimble in a highly competitive field.If you’re interested in how technology can humanize healthcare and create better experiences for both patients and clinicians, this episode is for you!This episode is brought to you by Feedback Now, an innovative partner dedicated to enhancing patient experiences through real-time data analytics. Key TakeawaysIntroduction (00:00)Dr. Patrick McGill's journey into healthcare (04:25)Community Health Network and Chief Transformation Officer role (05:10)EMR implementation and optimization (07:58)Importance of clinician-patient relationships (12:54)Current transformation projects at Community Health Network (16:09)Value-based care and patient experience (18:51)Advice for healthcare leaders considering technology transformation (22:44)Integrating patient relationships with emerging technologies (25:22)Dr. McGill’s favorite quotes and their significance (29:52)Additional Resources Community Health Network: https://www.linkedin.com/company/community-health-network/Dr. Patrick McGill's LinkedIn: https://www.linkedin.com/in/patrick-mcgill-md/Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/---- Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/FeedbackNow - Easily collect and analyze real-time inputs from People, Processes, and Places to Optimize your Operations: https://www.feedbacknow.com/Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/

The need for trusting patient relationships has never been greater. Healthcare as an industry has a lot to learn from industries such as hospitality, which offer highly welcoming and personalized services to build lasting guest relationships.In this episode of Humanizing Healthcare, we are joined by Sven Gierlinger, Chief Experience Officer at Northwell Health, to discuss how they are applying these principles to build a culture of patient experience excellence.Drawing from his extensive background in luxury hospitality and a personal health battle, Sven is on a mission to humanize patient care by integrating principles from the hospitality industry.Sven highlighted two key lessons from his background in the luxury hotel industry that he is applying at Northwell Health. One is the importance of consistency in human interactions.Healthcare systems fail to give patients their full attention, unlike the hospitality industry's focus on making each guest feel welcomed, known and valued at all times.Sven noted that while healthcare providers collect extensive medical information about patients, they often overlook the personal details and preferences that build relationships and make experiences more tailored and meaningful.Listen in for more unique ideas on how healthcare can be more humanized, efficient, and empathetic.Key TakeawaysIntroduction to Sven Gierlinger and his background (00:00)Transition from hospitality to healthcare (03:30)Impact of personal health experiences (06:29)Applying hospitality principles in healthcare (08:23)Northwell’s patient-centered culture (13:07)Specific initiatives and programs (20:20)Metrics for tracking progress (23:32)Addressing mental health stigma (28:58)AI in enhancing patient journey (32:15)Additional ResourcesSven Gierlinger’s LinkedIn: https://www.linkedin.com/in/svengierlinger/Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/----Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/