CX Matters

The American Journal of Healthcare Strategy
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The Patient Experience Podcast

Episodes

  1. 04/07/2025

    The Critical Role of Linen Management in Patient Care

    In this episode of the CX Matters podcast, hosted by Cole Lyons, we delve into an often overlooked facet of patient experience: healthcare linen and laundry services. Our guest, Jason Isherwood, CEO and founder of Lynn Sites Health, shares his unique insights from over two decades of experience in the industry. The discussion covers pressing issues such as supplier regionalization, quality control challenges, and the significant impact of linens on patient experience. Jason also introduces upcoming innovations, including a groundbreaking software platform aimed at revolutionizing linen management through real-time data analytics and AI. This episode highlights the critical intersection between efficient linen management and overall patient satisfaction.00:00 Introduction to CX Matters Podcast00:28 Guest Introduction: Jason Isherwood02:28 The Importance of Linen in Healthcare04:35 Challenges in the Linen Industry06:40 Innovative Solutions for Linen Management11:48 The Role of Technology in Linen Management20:34 Personal Insights and Future Vision25:16 Final Thoughts and Takeaways

    25 min

  2. 02/07/2025

    Building a 'One Team' Culture in Healthcare

    In this episode of the CX Matters Podcast, hosted by Cole Lyons from the American Journal of Healthcare Strategy, we are joined by Katelyn Moser, Senior Director of Patient Experience at MedStar Washington Hospital Center. Katelyn discusses the concept of purposeful rounding for patient experience leaders and shares her unique journey from restaurant management to healthcare. She delves into the importance of interpreter services in patient experience, the benefits of having a diverse on-site interpreter team, and actionable tips for implementing effective rounding programs. Tune in to learn how MedStar fosters a culture of 'one team' and continuously improves both patient and employee experiences.00:00 Introduction to Purposeful Rounding00:21 Welcome to CX Matters Podcast00:31 Meet Katelyn Moser01:20 Journey into Patient Experience05:11 The Role of Nursing in Patient Experience06:57 Building a Collaborative Team11:33 Implementing Purposeful Rounding16:21 Enhancing Interpreter Services23:29 Conclusion and Future Discussions

    24 min

  3. 01/29/2025

    Behind the Scenes: How Compass One Elevates Patient Care

    Join Cole Lyons from the CX Matters podcast as he chats with Grant Randall, National Director of Patient Experience at Compass One Healthcare. In this engaging episode, Grant shares insights into his role in enhancing patient experiences through support services like housekeeping, food, and patient transport. From his unique career journey, including his law degree and global adventures, to his deep appreciation for Columbus, Ohio, Grant provides valuable perspective on the importance of employee engagement in elevating patient care. Don't miss this inspiring discussion filled with personal anecdotes and professional wisdom! 00:00 Introduction and Guest Welcome 00:11 Grant Randall's Background and Role 01:05 Education and Personal Interests 02:05 Living in Columbus, Ohio 04:07 Journey from Law School to Healthcare 09:25 Empowering Frontline Staff 14:10 Building Trust and Customizing Programs 18:11 The Importance of Soft Skills and ROI 28:59 Conclusion and Final Thoughts

    30 min

  4. 11/14/2024

    What’s Holding Your Organization Back from Patient Satisfaction Success?

    As healthcare organizations strive to improve patient satisfaction, it's important to understand the key differences between customer experience and patient experience.

    29 min
  5. Innovative Approaches to Patient and Teammate Experience: Vishal Bhalla

    08/14/2024

    Innovative Approaches to Patient and Teammate Experience: Vishal Bhalla

    In this episode of the CX Matters podcast, hosted by Cole Lyons, Vishal Bhalla, Chief Experience Officer at Advocate Health, shares his insights on unifying human experience in healthcare. He discusses the scale of Advocate Health, the importance of system dynamics, and how personal experiences led him to focus on patient experience. Vishal also explains the implementation of systemic frameworks for improving clinician and patient experiences and the role of AI and data in customizing healthcare interactions. This episode sheds light on breaking cultural and systemic barriers in healthcare to enhance patient and teammate satisfaction. 00:00 Introduction to CX Matters Podcast 00:13 Meet Vishal Bala: Chief Experience Officer at Advocate Health 01:21 The Scale of Advocate Health 02:03 Vishal's Journey to Patient Experience 03:38 Challenges in Healthcare Systems 06:28 Implementing Change at Parkland and Advocate Health 08:22 Frameworks for Patient and Teammate Experience 21:13 The Importance of Psychological Safety 24:09 Leveraging Data and AI for Better Healthcare 28:08 Vision for the Future of Healthcare 29:08 Conclusion and Final Thoughts

    31 min
  6. Improving Patient Experience Through Employee Empowerment | CX Matters Podcast

    07/26/2024

    Improving Patient Experience Through Employee Empowerment | CX Matters Podcast

    In this episode of the CX Matters podcast, hosted by Cole Lyons and produced by the American Journal of Healthcare Strategy, special guest Nick Destefano shares insights from his extensive background in employee experience (EX) and its impact on patient experience (PX). Nick discusses his journey from studying organizational leadership to working in higher education and eventually transitioning into the healthcare industry. He emphasizes the importance of creating a psychologically safe work environment, redefining leadership by empowering employees, and establishing meaningful reward and recognition programs. Learn how fostering a positive employee experience can drive better patient outcomes and discover actionable strategies for transforming organizational culture. 00:00 Introduction and Guest Introduction 00:50 Nick's Educational Background and Early Career 02:50 Transition to Healthcare and Impact of COVID-19 04:32 Importance of Employee Experience in Patient Care 07:33 Redefining Leadership and Empowering Employees 13:32 Creating a Culture of Psychological Safety 16:21 Practical Steps for Improving Employee Experience 18:25 Challenges and Solutions in Leadership Development 24:45 Final Thoughts and Contact Information

    26 min
  7. Crafting A Superior Patient Experience: A Conversation with Dominic Kayatta

    06/17/2024

    Crafting A Superior Patient Experience: A Conversation with Dominic Kayatta

    In this episode of the CX Matters podcast, hosted by Cole Lyons, we are joined by Dominic Kayatta, Senior Director for Patient Experience at Bayhealth Medical Center. Dominic shares his journey into the healthcare sector and the patient experience space, discussing the importance of quality, safety, and the well-being of both patients and healthcare teams. He emphasizes the significance of understanding the patient journey, leveraging grievance data, forming valuable relationships, and adopting an integrated approach to patient care and patient experience strategy. Tune in to learn about effective strategies in patient advocacy, Patient experience, and how to make a meaningful impact in healthcare.

    20 min
  8. Empowering Employees to Elevate Patient Care: Kat Ketter

    06/08/2024

    Empowering Employees to Elevate Patient Care: Kat Ketter

    ransforming Healthcare with Customer Experience: An Interview with Kat Ketter | CX Matters Podcast In the inaugural episode of the CX Matters podcast, host Cole Lyons sits down with Kat Ketter, the Associate Vice President of Member Experience at Jefferson Health Plans. Kat shares her inspirational journey in healthcare, driven by personal experiences and a deep commitment to health equity. They discuss the critical role of customer experience in healthcare, particularly in a post-pandemic world, and how technology and personalization are reshaping member interactions. Kat also highlights the importance of employee engagement and empowerment in delivering exceptional customer service. Tune in to gain valuable insights into creating a holistic and inclusive customer experience in the healthcare industry.

    24 min
  • 8 Episodes

About

The Patient Experience Podcast

Information

  • Creator
    The American Journal of Healthcare Strategy
  • Years Active
    2024 - 2025
  • Episodes
    8
  • Rating
    Clean
  • Copyright
    © The American Journal of Healthcare Strategy
  • Show Website
    CX Matters