Humanizing Healthcare

Fidelum Health
  • 5.0 (2)
  • MEDICINE
  • UPDATED MONTHLY

Humanizing Healthcare is dedicated to sharing insights and best practices to make healthcare more human and fulfilling for all. With healthcare innovators and thought-leaders, we discuss how to better support everyone in the healthcare ecosystem: clinicians, patients, families, and the broader care team, to deliver experiences and outcomes that inspire lasting relationships.

  1. Delivering Person-Centered Care at Pacifica Salud w/ Rafael Cohen

    FEB 3

    Delivering Person-Centered Care at Pacifica Salud w/ Rafael Cohen

    We are pleased to share a new episode of Humanizing Healthcare featuring Rafael Cohen, Chief Executive Officer at Pacifica Salud Hospitals. In this conversation, Rafael shares how Pacifica Salud has built a culture of person-centered care rooted in leadership, dignity, and humanity, even in the most complex and high-pressure moments. From rethinking hospital environments to making courageous policy decisions during COVID-19, Rafael offers real-world examples of what it looks like when healthcare organizations put people first, not just in principle, but in practice. Together, we explore how values-driven leadership shapes patient experience, supports care teams, and leads to better outcomes for everyone involved. 🎧 Hit play to hear how leadership choices can transform care, especially when it matters most. Key Takeaways Introduction (00:00) Why Person-Centered Care Matters (02:05) Designing Healing Environments for Dignity (08:55) Policy Decisions That Changed Outcomes (11:45) Balancing Care, Community, and Global Patients (15:05) When Crisis Reveals Culture (23:20) Advice for Leaders: Humanity First (32:35) Additional Resources Guest: Rafael Cohen’s LinkedIn Page: https://www.linkedin.com/in/rafael-cohen-1926901b/ — Story Submission Link for New Book: https://forms.gle/32juxZ7aYFSuugBi7 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/

    34 min
  2. Patient Experience Agility: Preparing for Disruption & Change w/ Dwight McBee

    12/30/2025

    Patient Experience Agility: Preparing for Disruption & Change w/ Dwight McBee

    Dwight McBee is back for round two on the Humanizing Healthcare podcast, and we can assure you that you'll want to hear what he’s been up to. As Chief Experience Officer at RWJBarnabas Health, Dwight is leading some seriously bold work around making care more compassionate, more responsive, and more human. We discuss how he’s helping an entire health system listen in real time, how he views AI as a tool, and why the small, everyday moments are often the ones that matter most. Dwight shares the strategies that his team is using to make change last, why flashy new initiatives can be a trap, and how storytelling is one of the most powerful tools in a leader’s toolkit. 🎧 Hit play and get inspired by a leader who is living it. Key Takeaways Introduction (00:00) Dwight Mcbee's journey into healthcare (03:27) Technology and listening in healthcare (10:34) Sustaining patient experience initiatives (16:39) Magnifying the mundane (19:51) Balancing patient and provider experience (22:04) Future of the chief experience officer role (24:48) Advice for aspiring leaders (28:38) Additional Resources Dwight McBee’s LinkedIn Page: https://www.linkedin.com/in/dwmcbee/ —- Story Submission Link for New Book: https://forms.gle/32juxZ7aYFSuugBi7 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/

    38 min
  3. Transforming Hospitals With Patient & Family Advisory Councils w/ Barbara Lewis

    11/18/2025

    Transforming Hospitals With Patient & Family Advisory Councils w/ Barbara Lewis

    How do we make sure hospitals are truly listening to the people they serve? In this episode, I am joined by Jill Adolphe from Planetree to talk to Barbara Lewis, a powerhouse advocate for the patient voice and founder of Healthcare PX. What started as a personal tragedy for Barbara became a mission to elevate how hospitals engage with patients and families through PFACs (Patient and Family Advisory Councils). We discuss why PFACs too often become symbolic and how, with the right metrics and leadership support, they can become engines of real change. Barbara shares what the best-performing councils do differently, why measurement is everything, and how hospitals like Kaiser Permanente have set a gold standard. We also talk about the future of PFACs and why they must evolve alongside digital health, AI, and new care models. It’s also time healthcare catches up with other industries in valuing customer feedback. Barbara is the author of the book: The Marketing Success Book. Interested in researching hospital Patient and Family Advisory Councils (PFACs), she went back to school, obtaining a PhD from UNLV School of Public Health in 2025, where she currently teaches. Her dissertation was a mixed-method study on Patient and Family Advisory Councils (PFACs). 🎧 Listen now and learn how to prove the value of the patient voice and PFACs! Key Takeaways Introduction (00:00) Barbara Lewis’s journey and research (01:17) Defining success for PFACs (05:51) Challenges and barriers in PFACs sustainability (08:39) Best practices for high-performing PFACs (10:43) Demonstrating financial and operational value in PFACs (11:34) Recruiting and retaining diverse PFAC members (15:04) Integrating PFACs into hospital governance (17:33) PFAC accelerators and outcomes (19:18) Future of PFACs and best practices (20:45) Q&A session (28:19) Additional Resources Healthcare PX Website: https://healthcarepx.org/ Barbara Lewis LinkedIn Page: https://www.linkedin.com/in/barbaralewisjfbr/ —- 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/

    42 min
  4. Laughing in the Face of Illness w/Jeremie Saunders

    11/08/2025 · BONUS

    Laughing in the Face of Illness w/Jeremie Saunders

    In this Humanizing Healthcare Live episode, we talk with Jeremie Saunders, Patient Advocate and C-Founder of the SickBoy podcast, about Laughing in the Face of Illness. Recorded at the 2025 Planetree Person-Centered Care Forum in Baltimore, MD on October 7, 2025.

    34 min
  5. The Urgency of Connective Labor & Human Value in the Age of AI w/ Allison Pugh

    11/08/2025 · BONUS

    The Urgency of Connective Labor & Human Value in the Age of AI w/ Allison Pugh

    In this Humanizing Healthcare Live episode, we talk with Allsion Pugh, Professor of Sociology at Johns Hopkins University, about how the Urgency of Connective Labor & Human Value in the Age of AI. Recorded at the 2025 Planetree Person-Centered Care Forum in Baltimore, MD on October 6, 2025.

    34 min
  6. Advocating for Patient Centered Care Through Health Equity w/ Edison Bond

    11/08/2025 · BONUS

    Advocating for Patient Centered Care Through Health Equity w/ Edison Bond

    In this Humanizing Healthcare Live episode, we talk with Edison Bond, Chief Experience Officer at Episcopal Health Services, about how they Advocate for Patient-Centered Care Through Health Equity. Recorded at the 2025 Planetree Person-Centered Care Forum in Baltimore, MD on October 6, 2025.

    32 min
  7. What's Next for Patient Experience: Trends, Evidence & Inspiration w/ Dr. Laura Cooley

    10/07/2025

    What's Next for Patient Experience: Trends, Evidence & Inspiration w/ Dr. Laura Cooley

    In this episode of Humanizing Healthcare, I had the pleasure of chatting with Dr. Laura Cooley, Editor-in-Chief of the Journal of Patient Experience. If you care about making healthcare feel more personal and not like you’re just part of a system, you’re going to love this conversation. We discussed what it means to humanize care in a time when AI and tech are rapidly changing everything. AI can be a force for authentic interaction. She also gave us a behind-the-scenes look at how her journal is evolving to include patient stories and industry insights that make the data feel human. We talked about trends in patient experience, what’s working (and what isn’t), and how healthcare pros can demonstrate their value in a world that often measures everything… except compassion. 🎧 Listen in! Key Takeaways Introduction (00:33) Guest intro: Dr. Laura Cooley (02:15) Laura’s career origin story (04:27) How the Journal of Patient Experience started (06:31) Key trends in recent patient experience research (11:38) AI vs. human connection in care (14:58) Future of patient experience roles (17:08) Reclaiming time for “authentic interactions” (23:50) Emerging metrics: trust, warmth, narrative feedback (26:13) Biggest misconception: patient experience is just a metric (28:30) Additional Resources Dr. Laura Cooley’s LinkedIn: https://www.linkedin.com/in/lauracooleyphd/ —- 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/

    39 min
  8. Elevating Patient Access & Experiences With AI w/ Lisa Griffin

    09/04/2025

    Elevating Patient Access & Experiences With AI w/ Lisa Griffin

    I am so pleased to introduce Lisa Griffin, the Chief Consumer Officer at University Hospitals. In this role, she leads the organization’s commitment to improving the patient experience and making healthcare more accessible and equitable for patients. Her mission is to make healthcare feel as personalized and accessible as any other service in your life. She’s not only modernizing the infrastructure behind patient access but also changing the mindset entirely. She believes that patients are consumers with choices, and healthcare should meet and possibly exceed the standards set by other industries. We talk about how AI is making healthcare more accessible without replacing human empathy and how predictive analytics tools are helping them reach patients before they even know they need care. 🎧 Listen in to hear how Lisa is enhancing the patient experience at University Hospitals and what health systems can learn from what she is doing. Key Takeaways Introduction (00:00) Why Lisa chose healthcare (02:51) What “Chief Consumer Officer” really means (05:41) Top priorities at University Hospitals (08:48) AI in action – Enhancing call centers, pre-cert, and physician note-taking (11:07) Balancing tech and empathy (17:46) Emerging tech trends in healthcare (23:11) Advice for future leaders (27:20) Q&A session (30:24) Additional Resources Lisa Griffin’s LinkedIn: https://www.linkedin.com/in/lisa-griffin-mba-cccm-b90823189/ University Hospitals: https://www.uhhospitals.org/ —- 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/

    36 min
See All (39)

Trailer

Ratings & Reviews

5
out of 5
2 Ratings

About

Humanizing Healthcare is dedicated to sharing insights and best practices to make healthcare more human and fulfilling for all. With healthcare innovators and thought-leaders, we discuss how to better support everyone in the healthcare ecosystem: clinicians, patients, families, and the broader care team, to deliver experiences and outcomes that inspire lasting relationships.

Information

  • Creator
    Fidelum Health
  • Years Active
    2023 - 2026
  • Episodes
    39
  • Rating
    Clean
  • Copyright
    © Fidelum Health 2023
  • Show Website
    Humanizing Healthcare