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
Dec 16, 2024 • 20min
Green, Yellow, Red: Creating an Experience with Feedback Buttons
Stacy Palmer, Senior Vice President and COO of The Beryl Institute, joins Steven Peltzman, CEO of FeedbackNow, to explore how their innovative feedback devices are transforming the healthcare experience. Tune in as Peltzman discusses the profound impact of empowering patients with a sense of control in situations that often feel beyond their grasp.
Nov 18, 2024 • 32min
Beyond Shiny Amenities: Markers of Quality in Essential Hospitals
As Denver Health strives to become Colorado's most trusted healthcare provider, its mission is grounded in core values of respect, belonging, and responsibility. In this conversation, Amy Friedman and Sharif Abdelhamid, leaders in Denver Health's experience department, share insights on how a committed workforce and robust community partnerships enable the essential hospital to deliver high-quality, safe care. Together, they discuss how these guiding values help Denver Health foster trust, bring hope, and promote healing among marginalized populations.
Nov 4, 2024 • 32min
Leading through Listening: A Conversation with Garrett South
Join us as Garrett South, Director of Patient Experience at California Hospital Medical Center, shares his inspiring journey from fifth-grade class representative to healthcare executive. In this episode, Garrett discusses the power of connection and belonging in a world reshaped by post-pandemic social isolation.
Oct 21, 2024 • 20min
Curiosity & Connection: A Generational Approach to Patient Care
Join Jennifer Baron, Chief Experience Officer at NRC Health with over 35 years in the healthcare sector, as she dives into the impact of generational differences on patient care. She explores how technology complicates communications and stresses the importance of tailored feedback channels. Baron emphasizes the need for health systems to adapt by understanding consumer behaviors to stay competitive. She also discusses leveraging generative AI to streamline feedback and enhance human connection, urging leaders to listen better and engage with curiosity.
Oct 7, 2024 • 22min
Enhancing Patient Experience: A Night Shift ER Doctor's Passion Project
Dr. Donald Wickline of Cone Health, drawing from his experience as a nighttime emergency room physician, explores the art and science of communication from a staff/provider engagement perspective. He highlights Cone Health's C.U.R.O. communication model as a crucial framework for navigating sensitive and critical conversations with patients. This model provides physicians, including Dr. Wickline, with essential support in the high-pressure environment of healthcare.
Sep 16, 2024 • 12min
Former Patients Who Return As Volunteers: An Expression of Gratitude
Alex Seblatnigg, Director of Volunteer Services and Internal Engagement at Shepherd Center—a leading rehabilitation facility specializing in spinal cord and acquired brain injuries—shares the inspiring stories of former patients who return as volunteers after discharge. Tune in as she highlights the unique value these volunteers bring to the patient experience and how they seamlessly integrate and collaborate with the existing volunteer team to enhance care and support.
Aug 26, 2024 • 24min
Broaden the Scope of What You Consider Experience
Stacy Palmer chats with Pattie Cuen, a Senior Vice President at Jarrard Inc. and healthcare communications pro. They delve into a consumer survey revealing what patients value in healthcare, highlighting trust as key for loyalty. Pattie stresses the importance of balancing in-person care with digital solutions, and how personal interactions build trust. She advocates for broadening the definition of patient experience to include operational factors, emphasizing that feeling heard is critical for quality perceptions.
Aug 5, 2024 • 42min
A Human Experience Pioneer in Brazil
Marcelo Alvarenga, CEO of ConectaEXP Brazil, joins Jason Wolf, CEO & President of The Beryl Institute to discuss his passion for education in the healthcare experience space in Brazil. Listen in as Alvarenga describes the innovative efforts he has helped lead that have inspired Brazilian healthcare institutions to commit to a focus on human-centered care.
Jul 22, 2024 • 21min
You Can't Go Wrong If You Do Right by the Patient
Julian Manriquez, Supervisor for Hospitality Services at City of Hope, discusses how his 110-acre campus strives to provide visitors with a five-star transportation and wayfinding experience through a unique Ambassador program. Listen in as he describes the critical roles of innovation and evolution throughout the program's beginnings, survival during the COVID-19 pandemic, current operations, and plans for the future.
Jul 8, 2024 • 19min
Caring for People Shouldn't be an Afterthought: A Conversation with Marcia Donzinger
After a devastating diagnosis in her 20s changed the trajectory of her life, Marcia Donzinger, CEO of Vital Biz Consulting, embraced her new direction and bravely marched forward. Listen in as she discusses how culture is chemistry and the importance of helping organizations develop and nurture a culture of wellness to support employee well-being.
