Studies in Empathy: A Cleveland Clinic Podcast Cleveland Clinic Patient Experience

How do you keep an entire enterprise operating effectively and efficiently while maintaining empathy and putting patients first?  Join host, Steph Bayer, as she sits down with Andi Jacobs, Executive Director of Operations at Cleveland Clinic.  In this episode, Andi shares her career journey and how each experience has shaped her as a leader while shedding light on how important each piece of the operations team is not only in keeping the hospital running but also guiding patients through their healthcare journeys with grace, empathy, and purpose

Does building a culture of high reliability help caregivers show empathy to patients and to each other?  Listen as host Steph Bayer and Cleveland Clinic Associate Chief Safety Officer, Dr. Amrit Gill discuss how empathy is key to building a culture of open communication, psychological safety, accountability, and high reliability.

How can we show empathy towards each other and ourselves? Join host Steph Bayer in a conversation with Rev. Lisa Morrison, Senior Director of Spiritual Care at Cleveland Clinic. Lisa shares what spiritual care means and why it's important, the power of a pause, and how we can hold space for each other and ease suffering. At the end of this episode, we follow along as Lisa leads us through a self-compassion exercise.

How does high reliability fit into patient experience? In this episode, host Steph Bayer speaks with Chrissy Daniels, Chief Experience Officer at Press Ganey, the world's leading Human Experience platform for healthcare. Chrissy talks about the power of transparency, the difference between the absence of complaints and the presence of trust-building behavior, and how highly reliable processes are key to patient experience.

How does diversity in our caregivers impact our patients? Join host Steph Bayer in a conversation with Jacqui Robertson, Chief of Diversity and Inclusion at Cleveland Clinic. Jacqui discusses how Cleveland Clinic strives to embed diversity and inclusion into all aspects of the organization and retain diverse talent. She also talks about the relationship between inclusion and empathy, the need for cultural humility and being cognizant of our biases, and the importance of making space for vulnerability.

What is it like to have a patient's life in your hands? Host Steph Bayer speaks with Dr. Cassandra Garraud, a third-year Internal Medicine resident at Cleveland Clinic. Dr. Garraud was recognized in 2021 as a Cleveland Clinic Hero for the personal impact she made on one of her patients. In this episode, she tells us about that powerful moment, how empathy was crucial to saving her patient's life, and how communication skills are key to giving and receiving empathy.