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Humanizing Healthcare: Daily Summaries Delivered
by Fidelum Health
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.
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- 1 weeks ago35 min
Applying Social Science to Improve Patient Experiences at Mayo Clinic
What if some of the most important drivers of patient experience are missing from traditional healthcare surveys?In this episode of Humanizing Healthcare, host Chris Malone welcomes Laurie Wilshusen and Heidi Stehr of Mayo Clinic to discuss how Mayo Clinic and Fidelum Health collaborated to apply the social science of warmth and competence to better understand patient emotions, perceptions and relationships.Drawing on research involving more than 21,000 Mayo Clinic patients, Laurie explains why high patient satisfaction and recommendation scores do not necessarily translate into strong patient relationships. Heidi then shares how Mayo Clinic used these findings to introduce Warmth & Competence rounds, helping multidisciplinary teams identify practical opportunities to improve hospital environments, patient comfort, communication and collaboration.The conversation highlights findings from their co-authored NEJM Catalyst article and offers actionable lessons for healthcare organizations seeking to strengthen patient experiences and relationships.🎧 Listen to discover how a deeper understanding of human perceptions can lead to meaningful improvements in healthcare.Key Takeaways04:50 Why Traditional Patient Experience Measures Are Incomplete06:39 The Science Behind Warmth and Competence09:30 Key Findings from Mayo Clinic's Patient Research10:30 Understanding Patient Relationships, Hope and Belonging12:40 Translating Research into Operational Improvements15:30 How Warmth & Competence Rounds Work18:00 Why Small Environmental Details Matter20:30 Engaging Multidisciplinary Teams in Improvement21:50 Lessons for Other Healthcare Organizations23:49 Where to Start Applying These Insights26:20 Questions From Listeners32:10 Closing ReflectionsAdditional ResourcesRead the NEJM Catalyst article: https://catalyst.nejm.org/stoken/default+domain/IDK67NSNWFMMZ7QAKQP9/full?Fidelum Health: https://fidelumhealth.com/Mayo Clinic: https://www.mayoclinic.org/PRC: https://www.prcexcellence.com/#HumanizingHealthcare #MayoClinic #PatientExperience #HealthcareLeadership #PatientRelationships
- Sep 24, 202643 min
Turning Patient Experience Into Meaningful Change
In this episode of Humanizing Healthcare, Chris Malone talks with Steve Meth, Vice President and Chief Patient Experience Officer at Johns Hopkins Medicine, about how healthcare organizations can listen more effectively to patients and families and turn those insights into meaningful improvements in care.Steve’s path to patient experience began with seeing firsthand what can happen when communication, coordination and trust break down. Those experiences ultimately led him from law into healthcare, where he has spent his career working to prevent harm and strengthen connections among patients, families and clinicians.Steve shares how Johns Hopkins Medicine is taking a long-term approach to patient experience, including simulation-based learning that helps clinicians practice difficult patient encounters, virtual patient and family advisors who broaden the voices represented in improvement efforts, and post-discharge calls that help identify potential care issues while bringing patients’ actual voices into the organization.The conversation also explores how patient experience, patient safety and employee engagement reinforce one another; how technology can support stronger relationships; and why sustainable improvement requires patience, data, listening and a willingness to keep learning.Key Takeaways02:49 How Steve Meth Found His Path Into Patient Experience 06:43 Why Sustainable Change Requires Long-Term Thinking 10:52 Building a Long-Term Patient Experience Strategy at Johns Hopkins 13:25 Why Clinicians Need Coaches, Too 18:18 Expanding Who Gets Heard Through Patient and Family Advisors 20:26 Using AI to Turn Patient Feedback Into Action 20:52 The Power of Calling Patients After Discharge 21:25 Why Hearing the Patient’s Actual Voice Matters 22:28 How Post-Discharge Calls Are Improving Care and Preventing Harm 24:26 Finding New Ways to Listen and Respond to Patients 26:01 How Peer-to-Peer Support Helps Patients and Families 27:10 Building Relationships Beyond the Hospital Stay 31:05 Balancing Technology With Human Connection 34:17 Building Leadership Support for Long-Term Change 39:35 Creating a Consistent Experience Across a Health System 42:23 Why Yesterday’s Success May Not Be Enough for TomorrowAdditional ResourcesAdditional Resources Steve Meth on LinkedIn: https://www.linkedin.com/in/empathy-forward/ Johns Hopkins Medicine: https://www.hopkinsmedicine.org/ PRC: https://www.prcexcellence.com/ Fidelum Health: https://fidelumhealth.com/Unlock the power of The HUMAN Remedy™ insights model: https://fidelumhealth.com/services/
- Aug 27, 202634 min
The Power of Relationships in Humanizing Healthcare
In this episode of Humanizing Healthcare, we sit down with Michelle Brady, Director of Patient Experience and Relationship-Based Care at MyMichigan Health, to explore why strong relationships are at the heart of great healthcare experiences.A registered nurse with more than three decades of healthcare experience, Michelle brings a clinician’s perspective to patient experience leadership. She explains MyMichigan Health’s relationship-based care model, which starts with caring for yourself, extends to relationships with colleagues, and ultimately strengthens relationships with patients, families, and the communities healthcare organizations serve. In this conversation, Michelle shares practical ways caregivers can create meaningful human connections without adding more work or requiring more time. She explains why “words matter,” how eye contact and simply sitting beside a patient can build trust in seconds, and why healthcare should reconsider language such as “frontline workers” and “boots on the ground.” She also discusses how patient stories and Patient and Family Advisory Councils can uncover insights that survey scores alone may miss. Michelle also offers a thoughtful perspective on artificial intelligence and healthcare technology. Rather than allowing technology to further separate caregivers from patients, she believes organizations should use it to reduce administrative burdens and give caregivers more time for human connection. At MyMichigan Health, ambient listening technology is already helping clinicians spend less time documenting and more time looking at and talking with their patients. If you lead patient experience, care for patients directly, or are working to build a more human-centered healthcare culture, this conversation offers practical ideas for making relationships part of how care is delivered every day.Key Takeaways02:21 How Michelle Brady Found Her Calling in Nursing 04:16 How 37 Years in Healthcare Shaped Her Approach to Patient Experience 05:23 The Four Relationships at the Heart of Relationship-Based Care 08:58 Why Better Patient Experience Doesn't Always Require More Time 12:47 Why Words Matter—and Language Healthcare Should Reconsider 15:23 Listening Beyond Patient Experience Survey Scores 18:50 What Patient and Family Advisory Councils Can Teach Healthcare Leaders 20:28 Why Patient Experience Shouldn't Feel Like “One More Thing” 22:10 Connecting Caregivers With Their Purpose—and Recognizing What They Do Right 23:57 Using AI to Create More Time for Human Connection 26:29 Why Human Connection Can't Be Treated as an Extra 28:20 Making Human Connection Part of Daily Healthcare Operations 29:54 Connecting Employee Engagement With Patient Experience 31:54 Where AI Helps—and Where Patients Still Need a Human Being 32:47 Why Healthcare Is Never Routine for the Patient and FamilyAdditional ResourcesMichelle Brady on LinkedIn: https://www.linkedin.com/in/michelle-brady-mshal-bsn-rn-cpxp-2aaa32a9/ Learn more about Fidelum Health: https://fidelumhealth.com/ PRC on LinkedIn: https://www.linkedin.com/company/prcexcellence/
- Jul 30, 202635 min
The Ripple Effect & Restoring Humanity in Healthcare
In this episode of Humanizing Healthcare, we sit down with Dr. Todd Otten—board-certified family physician, co-author of Ripple of Change, and Executive Producer of the new documentary Suck It Up, Buttercup: Trust & Betrayal – Healthcare in America—to explore why so many clinicians have become disillusioned with modern medicine and what it will take to restore trust across the healthcare system.Key Takeaways03:22 How Dr. Todd Otten Found His Path Into Medicine04:40 How Physician Burnout Changed His Career and Mission06:47 The Personal “Ripple” That Led Him Into Healthcare Advocacy09:48 The Story Behind the Title Suck It Up, Buttercup13:19 How Learned Helplessness Takes Hold in Healthcare14:57 Why Burnout Reflects a Dysfunctional Healthcare System17:12 How Ambient AI Scribes Could Help—or Add More Pressure18:37 Why Time and Trust Are Essential to the Clinician-Patient Relationship20:46 How Direct Primary Care Rebuilds Access, Relationships, and Joy in Practice23:12 The Physician Mental Health and Suicide Crisis26:35 Healthcare Organizations That Are Putting People and Well-Being First28:16 How to Watch and Support Suck It Up, Buttercup30:19 How Impact Networks Can Break Down Healthcare Silos31:28 The One Ripple of Change Everyone Can Start Tomorrow32:31 Maya Angelou, Authenticity, and How Patients Remember Their CareAdditional ResourcesButtercup: Trust & Betrayal – Healthcare in America (Documentary):https://www.gofundme.com/f/support-suck-it-up-buttercup-documentaryMake a donation in any amount to the GoFundMe campaign and you'll receive an access code to view the full documentary online.
- Jun 25, 202635 min
Reducing Friction in Healthcare Experiences I Jennifer Carron
In this episode, we talk with Jennifer Carron, Patient Experience Officer at BJC HealthCare about reveals how one of the Midwest's largest health systems is rethinking care from the ground up.Jennifer Carron didn't plan a career in healthcare — she fought her way into it as a mother sitting beside her critically ill son's hospital bed, watching what real relationship-centered care looked like for the first time. Today she leads patient experience across BJC Healthcare's 24-hospital, $11-billion system, and she joins Chris Malone to share the frameworks that are actually moving the needle. Episode DescriptionThis conversation covers the full spectrum of modern patient experience strategy. Jen explains why healthcare's biggest gap isn't clinical quality — it's communication, visibility, and friction reduction. She walks through BJC's Disney-inspired Emergency Department wait experience design, where EMR-automated text updates guide patients through every step of their visit without adding a single task to clinical staff. She makes a sharp distinction between real-time in-visit feedback and post-discharge surveys, describes an EMR-driven risk model that predicts poor patient experiences before they happen, and explains why transition of care remains the single greatest source of patient leakage. On AI, she urges both optimism and caution: generative AI can act as a digital concierge for complex care navigation, but it cannot yet reliably detect fear, hesitation, or confusion the way an experienced caregiver can. She closes with the business case every PX leader needs: experience strategy drives retention, activation, and growth — and AI is already synthesizing publicly reported data to tell patients which health system to choose. Key Takeaways02:42 Jen's personal story: critically ill son and the physician who changed everything07:07 BJC Healthcare: scale, markets, and mission08:07 Why healthcare still lags behind other service industries09:30 Designing the Emergency Department wait experience — lessons from Disney11:35 EMR automation and real-time patient text updates in the ED12:41 Real-time in-visit feedback vs. post-discharge surveys14:50 Consistency across 44,000 staff and 60 caregiver touchpoints17:02 Friction vs. effort and why transition of care drives patient leakage19:43 Healthcare as relationship, not transaction — the cost of patients who go nowhere20:06 Generative AI as digital concierge — promise and caution23:00 How AI is reshaping how patients shop for healthcare organizations24:45 Making the business case for patient experience to finance and operations27:54 Patient Family Advisory Councils and co-design at BJC30:50 Implementing real-time feedback: EMR risk prediction and staff buy-in33:47 What patients would notice first in a truly patient-centered system34:34 Jen's favorite quote: every system is perfectly designed to get the results it gets Additional ResourcesJennifer Carron LinkedIn: https://www.linkedin.com/in/jen-carron/BJC Healthcare: https://www.bjc.orgFidelum Health: https://fidelumhealth.com/Fidelum Health LinkedIn: https://www.linkedin.com/company/fidelum-health/
- May 28, 202641 min
The Future of Human Experience in Healthcare | Jason Wolf
In this episode of Humanizing Healthcare, we sit down with Jason Wolf, President and CEO of the Beryl Institute, to mark three years of the podcast and take stock of where the patient experience movement stands.Jason founded the Beryl Institute in 2010 with a simple belief: that if healthcare leaders had a safe, neutral space to share ideas honestly, the whole field would get better. Sixteen years and 85,000 engaged members across 85 countries later, that bet has paid off.In this conversation, he breaks down how the definition of "experience" has evolved from patient satisfaction scores to a full human experience framework, one that includes patients, families, workforce, and community. He talks about why culture was always at the heart of that definition, what practical signs tell you an organization is genuinely human-centered, and why leaders still playing Whac-A-Mole with their metrics are building on shaky ground. He also makes the case for injecting experience education into medical schools before clinicians ever set foot on a unit, and what we lose when we wait until they're already in the building.If you lead, manage, or influence care delivery at any level, this conversation gives you the frameworks and the language to make the case for experience at the top of your organization.🎧 Take a listen.Takeaways03:55 How Jason Wolf Found His Path Into Healthcare08:55 How the Definition of Patient Experience Has Evolved Over 16 Years12:55 How to Make the Case for Human Experience to a CEO in 60 Seconds16:55 Why Caring for Your Workforce Is Caring for Your Patients19:55 Why Experience Needs to Be Taught in Medical Schools23:45 What a Truly Human-Centered Culture Looks Like in Practice26:35 What Surveys and Scores Are Actually For30:25 Why Every Role in the Building Shapes the Patient Experience37:55 What the US Can Learn From Countries Without CAHPS39:55 Anne Frank and Why You Don't Have to Wait to Change HealthcareJason Wolf LinkedInThe Beryl InstituteStory Submission Link for New BookFidelum Health LinkedIn PageUnlock the power of our HUMAN Brand™ insights model
- Apr 30, 202625 min
Humanizing Healthcare at Scale at CommonSpirit Health | Camille Haycock
In this episode of Humanizing Healthcare, we speak with Camille Haycock— Senior Vice President and Chief Patient Experience Officer at CommonSpirit Health — about what it actually takes to embed human kindness into the operational, cultural, and clinical fabric of a national health system.CommonSpirit spans hospitals, clinics, and community care settings across more than two dozen states. Camille leads the enterprise-wide effort to make patient experience consistent, measurable, and mission-driven at that scale — not as a standalone initiative, but as an organizational imperative that lives at the board level alongside quality, safety, and financial performance.She talks about why patient experience and quality can never be treated as separate workstreams, how her team turns 1,600 daily patient comments into actionable insight, and why the tactics for improving experience have to be tailored to each care setting — from inpatient units to emergency department hallways where patients are boarding for hours. She also shares what it looks like to teach human kindness systematically, and why the caregivers who drove 90 miles to a patient's funeral didn't do it because of a program.If you want to understand how compassionate care gets operationalized across a complex system — and what leadership really looks like when kindness is the strategy — this is the episode.🎧 Take a listen.Key Takeaways:03:00 Camille's path from clinical nursing to enterprise patient experience leadership 04:20 Why human kindness is embedded in CommonSpirit's organizational intent 05:50 Why patient experience and quality and safety cannot be separated 07:15 How CommonSpirit customizes experience improvement across five distinct care settings 08:30 Turning 1,600 daily patient comments into insight with AI and quantitative data 10:20 The Emmanuel Hospital story: what human kindness looks like in the final 19 days 12:25 How retreats, rounding, and relational training support frontline caregivers 15:05 What clinical background gives a patient experience leader that can't be taught from the outside 17:20 Influence without authority: the leadership skills that matter most in this role 19:10 Building a shared culture of human kindness across a highly decentralized organization 22:00 Patient throughput and patient experience 24:25 Maya Angelou and why how you make people feel is the only thing that lastsAdditional Resources Camille Haycock LinkedIn: https://www.linkedin.com/in/camille-haycock/ CommonSpirit Health: https://www.commonspirit.org/#HumanizingHealthcare #PatientExperience #CompassionateCare
- Mar 31, 202628 min
What Healthcare Leaders Miss When They've Never Been the Patient | Stephanie Abbott
In this episode of Humanizing Healthcare, we speak with Stephanie Abbott — author, speaker, and former Chief Experience Officer — about what healthcare leaders miss when they've only ever seen the system from the inside. Stephanie spent years leading patient experience strategy at major health systems, including Adventist Health. She understood patient experience intellectually. Then she became a cancer patient — and realized how much she didn't know. She shares what it felt like to spend 63 days not knowing if she would survive, and 83 days waiting to start treatment. She explains why those gaps weren't failures of compassion — they were failures of design. And why fixing them requires more than launching a new PX program. This conversation gets into the difference between measuring satisfaction and understanding trust, why employee experience and patient experience can't be separated, and what it actually takes for leaders to build systems where compassion is sustainable — not just expected. If you want to understand what humanizing healthcare really demands of its leaders, this is the episode. 🎧 Take a listen.Key Takeaways 02:50 Stephanie's path from healthcare operations to patient experience leadership 04:15 What becoming a cancer patient revealed that years of executive experience didn't 05:55 The 63 days, the 83 days, and what they say about system design08:45 The difference between launching PX programs and actually transforming culture 12:45 Why employee experience sets the ceiling for patient experience 10:05 How leaders should be interpreting experience data and metrics 17:10 What healthcare needs to look like in the next 5–10 years 24:45 Stephanie's book: Buried or PlantedAdditional ResourcesStephanie's book: Buried or Planted Additional Resources: Stephanie Abbott's book — Buried or Planted: https://www.amazon.com/Buried-Planted-Insights-Healthcare-Executives/dp/B0D4Q9QM78 Stephanie Abbott's LinkedIn: https://www.linkedin.com/in/stephanie-s-abbott/ hxology: https://www.hxology.com/ 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/
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About Humanizing Healthcare
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.
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