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 does it take to rebuild trust in healthcare, especially after it took a hit during the pandemic?In this episode, we talk with Jennifer Baron, Chief Experience Officer at NRC Health, about the evolution & importance of trust in healthcare.She breaks down the key drivers of trust and their role in shaping patient and provider experiences.Jennifer has over 30 years of leadership experience in healthcare. At NRC Health, she focuses on improving human-centered care. Her work revolves around 3 core elements of reliability, competence, and respect.She takes us through NRC Health’s research on trust and what they found. She also explains how trust has evolved and what healthcare systems can do to rebuild it.🎧 Tune in to hear how NRC Health is making healthcare more human-centered and trust-driven. Key TakeawaysIntroduction (00:00)Jennifer’s healthcare journey to her current role (01:23)Role and creation of the Chief Experience Officer at NRC Health (05:46)Trust in healthcare: Key drivers and actions (08:27)Importance of competence and warmth in patient relationships (16:06)Generational shifts and their impact on healthcare (17:23)The rise of digital-first healthcare experiences (20:18)Advice for future healthcare executives (25:47)The growing need for healthcare professionals to be adaptable (28:17)Role of technology in improving patient care (31:43)Additional Resources NRC Health 2025 Experience Perspectives Report: https://nrchealth.com/xp25/Jennifer Baron’s LinkedIn: https://www.linkedin.com/in/jennifer-baron-cpxp-2802565/—-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/

What motivates blood donors to give part of themselves for nothing in return, and what can they teach us about human connection and empathy? In this episode, Adrian David, EVP & COO of New York Blood Center, joins us to discuss how they deliver donor experiences that save lives every day.Adrian brings an impressive blend of pharmaceutical experience and strategic insight to one of the country’s largest blood operations. He shares how the center collects over a million blood products annually, operates in 17 states, and prioritizes donor engagement through emotional resonance, empathy, and cutting-edge innovation.You’ll hear how they're solving the post-pandemic donor shortage, especially among youth, and introducing portable donation pods that transform blood drives into sleek, comfortable, and tech-friendly experiences.Adrian also sheds light on what truly motivates donors, from altruism to peer influence, and how frontline staff are trained to make every donation personal and meaningful.🎧 Tune in to learn how human-first design can transform even the most clinical experiences into moments of connection and purpose.Key TakeawaysIntroduction (00:00)Adrian’s transition from pharma to blood center (03:13)Overview of NYBC’s structure and mission (06:01)Post-pandemic challenges in blood donation (10:21)Innovation: mobile donation pods (12:05)Differences between donor and patient motivations (14:37)Why people donate blood (16:19)Building donor experience from empathy (18:16)Engaging and incentivizing frontline staff (21:58)Leadership advice: strategic adaptability (25:43)Favorite quote and closing thoughts (31:22)Additional Resources New York Blood Center LinkedIn: https://www.linkedin.com/company/new-york-blood-center/Adrian David’s LinkedIn: https://www.linkedin.com/in/adrian-david-biopharma/—-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/

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.

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/

For decades, the healthcare industry has increasingly been perceived as a profit-driven enterprise, often overshadowing the fundamental values of compassion and empathy that lie at the heart of patient care.But, some healthcare leaders are doing it differently.One of them is Mark Baiada, Chairman and Founder of BAYADA Home Health Care. He joins us to tell us more on how they deliver reliably compassionate and excellent patient care experiences, The BAYADA Way.He shares his 50-year journey from a young entrepreneur with $16,000 to a leader in global home healthcare. He explains how he built the company around the values of compassion, excellence, and reliability, codified in "The BAYADA Way," and how these principles continue to shape patient care today.Mark discusses why he gifted $20M to employees and transitioned BAYADA Home Health Care to a nonprofit to safeguard its mission for generations to come. He also shares hard-earned wisdom on balancing mission and efficiency in healthcare.We also talk about BAYADA’s latest endeavor, revolutionizing nursing education to prioritize real-world clinical training and patient relationships. In addition, we discuss the state of for-profit vs. nonprofit healthcare and how leadership, not tax status, determines the quality of care.If you’re interested in mission-driven leadership and healthcare innovation, tune in to this episode and hear from an entrepreneur who built an excellent healthcare business from scratch.Key TakeawaysIntroduction (00:00)Why Mark Baiada started a home healthcare company in 1975 (03:21)The early challenges of running a healthcare business (07:03)The "The BAYADA Way" and how it guides company culture (09:33)The importance of teaching caregivers interpersonal skills (13:42)Why Baiada transitioned his company to a nonprofit (18:49)For-profit vs. nonprofit healthcare: Which is better? (23:37)Advice for healthcare leaders on mission-driven management (25:20)Additional Resources The Bayada Way Website: https://www.bayada.com/the-bayada-wayManaging by Values Book: https://www.amazon.com/Managing-Values-Action-Extraordinary-Results/dp/1576752747.J. Mark Baiada’s LinkedIn: https://www.linkedin.com/in/j-mark-baiada-650812—-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/

Is AI the key to solving healthcare’s biggest challenges? Imagine a world where healthcare is more accessible, less expensive, and far more personalized. It sounds like a dream, right?With the recent explosion of AI tools and capabilities, we’re inching closer to making that dream a reality.In this episode, we talk with Gianluca Mauro, AI expert, Founder of AI Academy, and author of From Zero to AI: Practical Approaches to AI in Healthcare.He shared insights into how generative AI is shaking up the healthcare industry—and why we should all pay attention.AI’s potential in healthcare is vast. One area where it’s already proving invaluable is in reducing clinician workload. Enter AI-powered tools. They can handle administrative burdens and give healthcare providers back their most precious resource: time.But the benefits don’t stop at efficiency. AI is making strides in diagnosis as well. Gianluca mentioned studies showing that GPT-4, with proper prompting, is more accurate than some specialized medical AI tools—and even more accurate than the average physician in diagnosing certain conditions.Tune in and learn how AI can humanize healthcare and improve care quality.This episode is brought to you by Feedback Now, an innovative partner dedicated to enhancing patient experiences through real-time data analytics.Key TakeawaysIntroduction of Gianluca Mauro (00:00)Generative AI: What It Can and Can’t Do (05:13)Healthcare Costs and AI's Potential (11:51)Gianluca’s First AI Project in Healthcare (15:47)The Role of AI in Democratizing Healthcare (22:57)Balancing AI and Human Touch in Patient Care (28:28)Advice for Healthcare Leaders on AI Implementation (32:34)Final Thoughts and Favorite Quote (41:19)Additional Resources Gianluca's consulting and training platform AI Academy: https://www.ai-academy.comZero to AI – Gianluca's book on AI basicsGianluca Mauro LinkedIn: https://www.linkedin.com/in/gianlucamauro/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/

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/

Is healthcare ready to embrace rapid change?In this episode of Humanizing Healthcare, Rick Evans, the Chief Experience Officer at NewYork-Presbyterian Hospital (NYP), joins us to talk about his role in reshaping the patient experience.Rick discusses how healthcare institutions can evolve to meet patient needs through technology and cultural shifts. He also reveals how NYP is leveraging technology, like virtual nursing, to improve patient access and interaction while also reducing the workload on in-person nurses.Rick’s background in theology and philosophy uniquely informs his compassionate approach to patient care. He highlights the distinction between patients and customers in healthcare and stresses the importance of making services more accessible while maintaining trust and human connection.Rick also shares key learnings from the pandemic that could guide future healthcare transformations.Tune in to learn about NYP’s efforts to improve access to care, enhance patient-provider relationships, and integrate technology without losing the human touch.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)Introduction of Rick Evans and his role at NYP (03:29)Responsibilities of a Chief Experience Officer (06:35)The importance of improving access to care (08:36)Role of telemedicine in modern healthcare (11:59)Virtual nursing initiative at NYP (17:41)Lessons learned from the COVID-19 pandemic (22:38)Challenges of culture change in healthcare (30:22)Approaches to managing high-pressure work environments (36:04)Additional Resources Rick Evans LinkedIn: https://www.linkedin.com/in/rick-evans-nypNewYork-Presbyterian Hospital Instagram: https://www.instagram.com/nyphospitalNew England Journal of Medicine Article on Virtual Nursing: https://catalyst.nejm.org/doi/full/10.1056/CAT.23.0313Fidelum 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/

In this episode, we talk with Dr. Seanna-Kaye Denham Wilks, Chief Experience Officer at Kings County Hospital, about how they are improving non-clinical caregiver engagement by applying co-design principles to policy and process improvements. This episode was recorded live at the 2024 Planetree Person-Centered Care Forum in New Orleans, LA.

In this episode, we talk with Melisa Serventi, Chief Nursing Officer at Banner Page Hospital, about how they are achieving long-term goals and driving annual initiatives with co-designed planning at staff member retreats. This episode was recorded live at the 2024 Planetree Person-Centered Care Forum in New Orleans, LA.

In this episode, we talk with Dr. Tom Speigel, System Chief Quality Officer at University of Chicago Medicine, about how they are improving clinical outcomes by engaging with and listening to frontline caregivers. This episode was recorded live at the 2024 Planetree Person-Centered Care Forum in New Orleans, LA.

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/