Hosted by Quint Studer with special guest Jason Wolf

This week Quint talks with Jason Wolf, PhD, CPXP, from The Beryl Institute an organization committed to elevating the human experience in healthcare through research and the sharing of best practices. They focus on patients and families, as well as those who work in healthcare and the communities they serve.

In this episode, Jason shares with Quint the latest research from the Institute around understanding the human experience in healthcare. He reveals which ideas gained strength during the pandemic, as well as upcoming trends, including the growing acknowledgment of patients as consumers, a bigger spotlight on the healthcare workforce, healthcare inequities and disparities, the importance of communities, and how all these things impact the human experience in healthcare.

In May, Jason will be presenting at The Gratitude Symposium, a free month-long series of online presentations from 45 well-known experts meant to thank, teach, and inspire those in healthcare.

His session is entitled “To Care Is Human: Elevating the Human Experience in Healthcare and Beyond.” All you have to do is register to view the material, and you can watch the videos on your schedule. Information on how to register can be found at www.thegratitudesymposium.com/.

To make it easy to register your entire workforce or student body, please contact Nicole Webb Bodie at Nicole@QuintStuder.com or 850-748-2027.

To Care Is Human: Elevating the Human Experience in Healthcare and Beyond

In this talk, Jason Wolf discusses how healthcare at its heart is built on a simple premise: We are human beings caring for human beings. This idea is grounded in the reality that both those who seek care and those who provide it agree that what matters most is the relationships they build through listening and communicating clearly, teamwork, and respect. The evidence shows that with a commitment to caring and to the human experience provided in every healthcare encounter, healthcare organizations can and will achieve the quality and financial results desired and the loyalty they seek. In the end, the humanity on which healthcare is built may be its greatest key to success.

Resources: 
Consumer Perspectives on Patient Experience 2021
This report is a follow-up to The Beryl Institute’s 2018 study, Consumer Perspectives on Patient Experience 2021 reveals the qualities healthcare consumers look for in a healthcare experience remains much the same, even during a global pandemic. The data also provides a clear call to action. In order for healthcare providers to remain viable and competitive long-term, they must reinforce their efforts to deliver an exceptional experience and focus on being genuinely patient/consumer-centered.

Hosted by Quint Studer with special guest Susan Keane Baker

Susan Keane Baker, MHA, is a powerhouse when it comes to simple ideas that pack a big punch. She covers creative ways to connect with employees, set and manage goals, improve team morale (instantly), create the habit of putting people before process, and creative ways to get employees to learn and live the values of your organization. She also includes simple tips on how to greatly improve your organization’s telephone skills (and why you should)!

Susan realizes that it’s the moments that matter. In one of her latest tools, Split-Second Kindness—Making a Difference When Time Is Limited, she offers up ideas that make a big difference, but don’t take a lot of time. She is known for providing practical, relevant content in a dynamic and enthusiastic manner and is on a mission to harvest and share best practices. She not only shares great ideas but also some of her best tools for creating a culture brimming with satisfaction.

In May, Susan will be presenting at the Gratitude Symposium, a free month-long series of online presentations from 45 well-known experts meant to thank, teach, and inspire those in healthcare.

Her session is entitled “How to Use the Four Habits to Create Memorable Experiences.” All you have to do is register to view the material, and you can watch the videos on your schedule. Information on how to register can be found at www.thegratitudesymposium.com.

To make it easy to register your entire workforce or student body, please contact Nicole Webb Bodie at Nicole@QuintStuder.com or 850-748-2027.

Books Referenced:

• Split-Second Kindness—Making a Difference When Time Is Limited by Susan Kean Baker
• You’ll Never Believe What Happened to Lacey by Amber Ruffin and Lacey Lamar
• Getting Things Done By David Allen

Tools:

• Quarterly Goals Template
• Visit https://www.susanbaker.com for additional tools

About Tony Brigmon:

Tony Brigmon is a party animal.  He’s been known to stay up well past nine o’clock, drinking root beer and telling G-rated jokes.  Sure, the neighbors complain, but that doesn’t stop him.  Because Tony is serious about having fun.  Serious fun, with serious results.

As a result of his questionable spelling skills, Tony learned at an early age that his name spelled backward is “YNOT.”  As in, “YNOT take a closer look at his book?” Or “YNOT smile when you should be crying?”

As the former Ambassador of FUN™ for the highly successful Southwest Airlines, Tony was one of the 1st to pioneer the positive culture movement in corporate America. “Fun” was the power of “positivity” that helped catapult a small carrier into a force that changed the airline industry.

Today, Tony is a popular conference speaker and emcee — teaching audiences how to have more fun, get more done, and bring out the best in everyone.

Former CEO of Southwest Airlines Howard Putnam says: “Tony has a gift for looking at life in a fun way and capturing life lessons in a manner that ‘sticks’ – making them easy to recall and use.”  Tony’s friends say that no one should have so much fun while sober.  Tony’s wife said she has had about all the cheerfulness she can stand.

“Fun” transformed this author’s work and life. YNOT discover how the serious power of fun can transform the next 30 seconds of your day or 30 years of your life?

Hosted by Quint Studer with special guest Harold Griffin, Jr.

Five years ago, Harold Griffin, Jr., left a comfortable corporate job to go to work in his family business.  At the time, the limousine and transportation company had four employees and $100,000 in revenue. Today, the company has a yearly revenue of $3.8 million and has 73 employees.

On this week’s podcast, Griffin shares with Quint how he achieved this unprecedented growth. He talks about how having a mentor (Bert Thornton, former Waffle House CEO) and how being part of a business roundtable (other company owners who meet regularly) changed his life. His mentor and the other business owners talked openly about their mistakes, from which he learned so much. They also encouraged him to seek out training on all the things he didn’t know. This led to a major revelation and a pivot in the services the company offered. Griffin and his family successfully built a business  and created a solid brand that differentiated them from competitors.

He talks about the role great employees played in their success and how they implemented a hiring and onboarding process that is the gold standard in finding and keeping the best talent. He also shares how he transitioned from working “in” the business to working “on” the business (book referenced E-Myth Revisited) and all the valuable lessons he learned along the way.

About Harold Griffin, Jr.

Harold Griffin Jr, was born and raised in Pensacola, FL. In 2009, Harold graduated from Tate High School. After graduating, Harold moved to Tallahassee, FL to attend Florida A&M’s School of Business. While in college Harold worked full-time and went to school full-time year-round. In the Fall of 2013, Harold graduated with honors from Florida A&M with a Bachelors in Accounting and a Minor in Business. After graduating Harold turned down a promotion at First Commerce Credit Union and returned home to Pensacola to be with his son Cayden and his family. Once back in Pensacola, Harold applied and was hired by Navy Federal Credit Union. In September of 2015 Harold resigned from Navy Federal to build & grow his family’s transportation company with his father (Harold Griffin Sr.) and his brother (Braxton Griffin). In the first year they doubled the size of the company and became more profitable. In year 2 the company exceeded the $1 million mark in revenue.

Harold, is the Director of Business Development and Co-Owner of ITL Solutions. Over the past 2 years Harold and his brother Braxton Griffin grew ITL Solutions from 5 employees to now employing over 75 people. During this time, Harold has successfully managed and negotiated contracts & projects for ITL totaling over $15 million.  ITL Solutions is a transportation management companies that manages, coordinates and provides non-emergency transportation services for both private and public entities.

Hosted by Quint Studer with special guest Joe Tye

When we think of courage, we often think Medal of Honor kind of bravery. But according to Joe Tye, this week’s podcast guest, there are many examples of everyday courage to be noticed and celebrated. Think of the courage of a housekeeper who goes into a hospital room to clean after a COVID-19 patient has been there so they can bring in another patient, the courage of a nurse who sits with a dying patient and an iPad while they say goodbye to their family, the courage of a grocery store clerk who checks out the person not wearing a mask. There are countless examples.

From all his work inside hospitals, Joe could see that COVID was pushing them to the brink. Depression and anxiety were rampant. He started to think about what he could do to help, as he could see they were struggling. Joe’s latest initiative, Everyday Courage for Extraordinary Times, provides some answers.

The program consists of videos, e-books, and supplemental materials designed to help employees navigate today’s challenging world. It features 21 videos (11 minutes each), which are short conversations on courage and perseverance. The videos show people that they are doing extraordinary things and encourage them to keep pushing forward. Video and e-book themes include:

• How to manage anxiety, fear, and worry, which are three different emotional states
• The difference between fear and courage
• How to confront irrational fears and choose emotional battles wisely
• How to reprogram negative self-talk
• How to leave behind negative emotional baggage
• Staying on top when the world is upside down

Joe Tye is the leading authority on values-based leadership skills cultural transformation. He is the author or coauthor of 15 books, including his newest release, Building a Culture of Ownership in Healthcare.

Resources:

•  “Everyday Courage for Extraordinary Times” Nursing Management, January 2021
• Everyday Courage for Extraordinary Times program flyer

Hosted by Quint Studer with special guest Regina Herzlinger

This week’s podcast features an interview with Regina (“Regi”) Herzlinger, the Nancy R. McPherson Professor of Business Administration at Harvard Business School. (She was the first woman to be tenured and chaired at Harvard Business School.)  She initiated the courses in healthcare at HBS and was the first faculty member to be selected by the students as their best instructor. In 2018, she was awarded the prestigious ACHE Honorary Fellowship, which represents the leaders of America’s hospitals, and was one of the 100 Most Influential People in Healthcare—World Edition by Grupo Midia.

Her new book, Innovating in Healthcare (Wiley, May 2021), focuses on how the healthcare industry (from hospitals to start-ups) can better implement new solutions that lower costs while increasing quality and access.

(The first 100 people to email Quint will receive a copy of the book. Email Quint@QuintStuder.com.)

As one of the world’s leading authorities on healthcare innovation, Dr. Herzlinger explains how innovation is the key to solving our biggest problems. Healthcare accounted for 18 percent of the 2017 GDP and will likely reach nearly 20 percent by 2025, while hospital-induced deaths have skyrocketed, and tens of millions of people remain uninsured. She says we need innovations in healthcare that can meet these needs.

She talks about why many past innovations have failed to cut costs or solve our biggest problems and why we have to rethink how we view innovation, and she provides a ton of real-life stories to showcase her point. She gives the framework for how to tell a good innovation from a bad innovation and provides a tool kit for how to successfully innovate (either a product or service), including the right questions to ask before you even get started.

This is a must-listen for healthcare execs, providers, students, or anyone interested in how to successfully innovate in any industry.

Hosted by Quint Studer with special guest Kevin Reichard

This week, Quint talks to Kevin Reichard, the publisher of August Publications, which does several sports, business, and active living websites. They are probably best known for publishing Ballpark Digest. Kevin unfolds the story of his wildly unpredictable career, the lessons he learned, and how some risky decisions he made paid off. (Luckily, he didn’t realize they were big risks at the time.) He showcases how every experience you have sets you up for the next chapter, as long as you make a point to learn from it.

This was a tumultuous year for baseball. The year 2020 was supposed to be a banner year for new ballparks, and they were excited to be covering it. While they missed out on that and on the award season, Ballpark Digest reports that visitors are up 26 percent (even with no games being played this year). The fact that they are a trusted brand, provide good (and diverse) products, and are known for excellence in their practices has allowed them not just to survive but to thrive. When times are hard, a history of excellence helps you manage change and weather storms.

Kevin also talks about how important it is to find your passion. While he didn’t grow up as a “baseball kid,” he got into it as a way to pass the time while he was traveling for his job. But it’s one of his breakout projects at August Publications that reflects his true passion: YellowstoneInsider.com. This site and the Yellowstone Insider for Families book helps visitors plan to have the best experience at Yellowstone National Park. It’s a great example of something that doesn’t seem to “fit” with the rest of his product offerings, but because he is passionate about Yellowstone (and the service journalism it provides), it has been very successful.