In this episode of the Healthcare Plus Podcast, host Dan Collard continues a special conference preview series for Rewiring Healthcare: Foundation to Future (April 28–29, Atlanta) with longtime HPSG colleague and nurse coach Lisa Reich.

With nearly four decades in healthcare and more than 15 years of coaching experience across hospitals, clinics, critical access facilities, and behavioral health settings, Reich brings a grounded perspective on what truly transcends care environments: human connection. While technology, workflows, and roles continue to evolve, the moments that matter most for patients and for teams are still deeply human.

Reich reflects on the concept of “rewiring” and why small, intentional shifts often produce better outcomes than wholesale change. Drawing from her work on patient rounding in Rewiring Excellence, she explains why practices that once worked may need adjustment, not abandonment, and how focusing on outcomes instead of habits leads to more meaningful interactions.

The conversation previews Reich’s upcoming conference session, Caring Connection, which explores how empathy, compassion, and kindness move from words on a slide to behaviors people can feel. She outlines the specific “message makers” and connection points that create memorable moments, whether delivered by a nurse, environmental services team member, food service staff, or leader.

Listeners will learn:

• Why human connection still differentiates care in a technology-driven world
• How small rewires improve outcomes without adding burden
• What makes compassion visible and felt, not just stated
• Why caring connection applies to every role, not just clinical staff
• How leaders can design environments where connection can thrive

This episode sets the stage for a session focused on the human moments that patients and teams remember long after the task is complete.

For conference information and registration: https://rewiringhealthcare.com

ABOUT LISA REICH

Lisa Reich has experience in leading, working, and consulting in healthcare for over four decades. She has experience as a registered nurse in many settings and capabilities that reach clinical, non-clinical, financial, and administrative branches.

She has worked extensively with many types of healthcare organizations, including acute care, ambulatory, emergency/urgent care, medical practices, behavioral health, and substance use treatment centers.

Speaking to inspire, Lisa uses real-life experiences to connect training for audiences that are applicable to their current work. She focuses on being human and using her strengths to give back to others.

Click here for speaking inquiries or to order books.