To Care is Human
The Beryl Institute
Stay connected to the changing landscape of Patient Experience through the To Care is Human Podcast Series. The Beryl Institute is committed to elevating the human experience in healthcare by providing a platform for all voices in patient experience to be heard. Join us twice a month as the Institute shares conversations with those leading, delivering, and receiving care.
Hosted by Jason Wolf, PH. D., CPXP, President; Stacy Palmer, CPXP, Senior Vice President & COO; Amy Kwiatkowski, Director of Community Experience; and Terri Ipsen, CPXP, Director of Content and
Editorial Coordinator of the Patient Experience Journal.
Tiffany Christensen, CPXP, Vice President Experience Innovation The Beryl Institute.
Hosted by Jason Wolf, PH. D., CPXP, President; Stacy Palmer, CPXP, Senior Vice President & COO; Amy Kwiatkowski, Director of Community Experience; and Terri Ipsen, CPXP, Director of Content and
Editorial Coordinator of the Patient Experience Journal.
Tiffany Christensen, CPXP, Vice President Experience Innovation The Beryl Institute.
Episodes
Mentioned books
Jul 14, 2025 • 13min
Words Matter: Transforming Care Through Better Communication
In this conversation, seasoned nurse and patient experience leader Susan Osborne shares transformative insights on healthcare communication. She emphasizes how intentional wording can ease patient anxiety and build trust. Susan reveals common communication pitfalls and offers practical tools for healthcare professionals to enhance their interactions. By personalizing language and leveraging metrics, she demonstrates how small changes can lead to significant improvements in patient satisfaction and care quality.
Jun 23, 2025 • 40min
We're all patients, or we're about to be.
Jennifer Bright, President of ICHOM and dedicated patient advocate, shares her journey shaped by her parents' cancer battles. She emphasizes the importance of measuring health outcomes that truly matter to patients. The discussion contrasts the U.S. focus on individual care with family-centered approaches found in other cultures. Jennifer highlights how global standardization of data can improve health systems, urging diverse stakeholders to embrace patient-centered care and collaboration for better healthcare experiences worldwide.
Jun 9, 2025 • 23min
The One Friend They Miss the Most: The Impact of Pet Interactions on Pediatric Experience
When his son, Brayden, passed away due to complications from a congenital heart defect, John Otten harnessed the power of his grief into action to found Brave Like Me. Listen in as he and Amy Cielak, board member, discuss the profound impact an interaction with a pet can have on a patient, and how they hope to bring that experience to more and more children across the country.
May 12, 2025 • 23min
Reviving Humanity in Healthcare: The Power of Story-Sharing
Join Dr. Alexi Puran and Dr. Sherry Kroll as they introduce the Humanity in Healthcare project — a groundbreaking initiative harnessing the power of story-sharing to rebuild trust, foster connection, and restore compassion between patients and physicians. Hear their personal journeys, insights, and the simple yet transformative steps helping bring human connection back to the heart of healthcare.
Apr 28, 2025 • 19min
Elevating Pediatric PX: Culture, Champions & the Power of Parent Advisors
This episode explores the evolution of a pediatric Patient Experience. Dive into core values, shared ownership, and practical strategies for building trust, driving change, and creating meaningful experiences for children, families, and staff.
Apr 7, 2025 • 41min
To Care is Human – LIVE! A Conversation with Dr. Owais Durrani
Recorded live at ELEVATE PX 2025, this episode of To Care is Human features Jason Wolf and Dr. Owais Durrani. Listen in as they discuss his journey in healthcare, the role of AI, and the importance of equitable care. Key takeaways included the need for ethical AI use, the critical role of communication in hospitals, and AI's potential to enhance patient care.
Mar 17, 2025 • 26min
Conversational AI: A New Frontier In Improving Patient Experience
Israel Krush, CEO and co-founder of Hyro, sits down to discuss the emergence of artificial intelligence (AI) technology in healthcare and how it impacts the patient experience. Listen in as he shares how Hyro's focus on the patient journey is helping provide AI solutions for patients and healthcare workers alike.
Feb 24, 2025 • 19min
Communicating at an Elementary Level: Lessons from Young Learners
Join us as Katelyn Moser, Senior Director of Patient Experience at MedStar Washington Hospital Center, shares insights from Career and Communication Day—an innovative initiative that brings elementary school students to her campus. This program not only reinforces essential communication skills among staff but also introduces children to the diverse career opportunities within healthcare. Don't miss this engaging discussion on how a fresh perspective from young learners can enhance workplace communication.
Feb 3, 2025 • 28min
Work-Life Balance in Healthcare: Caring for Yourself to Care for Others
In this engaging discussion, Robert Cote, a patient advocate for the VA and former firefighter, shares his journey toward achieving work-life balance in healthcare. He emphasizes the importance of self-care for healthcare professionals, revealing how stress management and setting boundaries are crucial for patient trust and advocacy. Robert discusses practical strategies to prevent burnout, like taking breaks and unplugging after work. His insights remind us that caring for ourselves is vital to effectively care for others.
Jan 13, 2025 • 13min
Safeguarding What Matters: A Deeper Dive into Managing Patient Belongings
Listen in as Gabriel Bolivar of Maui Memorial Medical Center shares how his passion for finding healthcare improvement strategies drove him to find solutions to better manage patient belongings. From policies to procedures, Bolivar emphasizes effective practices to manage this recurring and often elusive challenge.
