Hosted by Quint Studer with special guest Tim Broderick

On this week’s episode of The Healthcare Plus Podcast, host Quint Studer is joined by special guest Tim Broderick to analyze healthcare data and share insights on why patient experience scores aren’t improving. Tim Broderick has served as the data and analytics lead for Modern Healthcare Magazine since 2018.

In the last 5 years, there has been very little change in HCAHPS scores across the country. HCAHPS (Consumer Assessment of Healthcare Providers & Systems) is the first national, standardized survey of patients’ perspectives of hospital care and was first implemented in 2006. The survey captures the patient’s experience of communication with doctors and nurses, responsiveness of hospital staff, communication about medicines, and other indicators of overall experience.

While many assume that COVID-19 is the cause of these stagnant HCAHPS results, Tim Broderick says the data points elsewhere. Tim and Quint take a deeper look at why patient experience scores aren’t improving and where healthcare organizations have the greatest opportunities to impact them.

Listen to full episode for insights on:

• The difference in patient experience scores in acute care hospitals vs. critical access hospitals
• Why the resources we’re putting into patient experience aren’t getting the intended results
• The impact of survey fatigue and declining response rates on HCAHPS surveys
• The areas where doctors and nurses could have the greatest impact on patient experience scores

Click here to explore Modern Healthcare’s reimagined data center.

About Tim Broderick

Tim Broderick is an award-winning data journalist with Modern Healthcare magazine. His data analysis and visualizations of healthcare data fuel Modern Healthcare’s new data center at modernhealthcare.com/data-center

He joined the magazine in 2018 after working more 30 years for daily newspapers in and around Chicago. He and his family live on the Northwest Side of the city but root for the baseball team on the Southside.

 

Hosted by Dan Collard with special guest Tyler Lyne

On this week’s episode of The Healthcare Plus Podcast, host Dan Collard is joined by special guest Tyler Lyne, CEC, PCIII. Tyler is a graduate of the Culinary Institute of America and is a hospitality entrepreneur.

Dan and Tyler discuss the difference between service and hospitality and offer ideas on how the healthcare industry can learn from restaurants. Tyler shares a quote he learned from the book Unreasonable Hospitality, which says that “service is black and white; hospitality is color.” Written by Will Guidara, the co-owner of legendary restaurant Eleven Madison Park, the book explains that “black and white” means doing your job with competence and efficiency; “color” means you make people feel great about the job you’re doing for them.

Whether you are a chef or a nurse, this color is what separates high performing individuals and organizations from their peers. In healthcare, it also directly correlates with improving patient experiences. Listen to the full episode to hear Dan and Tyler’s insights on the relationship between customer service, leadership, and employee engagement.

About Tyler Lyne

Tyler Lyne is a molecular gastronomy expert & Culinary Institute of America graduate. He has honed his skills in Japan and at such highly regarded restaurants as Restaurant Cru, Bouley, Momofuku Ko and Ciano before landing his first chef job as Chef de Cuisine at La Esquina. From there, he became a partner and held the title of Executive Chef at Cloud Catering, Riviera Caterers, and Creative Edge Parties. He is currently VP of Culinary at Neuman’s Kitchen. His clients have included Nasdaq, Facebook, the NFL and various red-carpet A-List events. Simultaneously, he serves as Culinary Director for Bamboo Asia – Far Out Market in San Francisco and Lucky Rooster Market Street in Miami, Chicago and South Carolina.

Tyler has appeared in Food Network’s Iron Chef America in Battle Pasta. He has also been recognized by ZAGAT as one of New York City’s “30 under 30” list of trailblazers helping to define the next wave of culinary greatness.

Hosted by Quint Studer with special guest Katie Boston-Leary

On this week’s episode of The Healthcare Plus Podcast, host Quint Studer is joined by special guest Katie Boston-Leary, director of nursing programs for the American Nurses Association (ANA), to share the results of the Models of Care Insight Study and analyze what the findings mean for the healthcare industry.

Katie previously joined The Busy Leader’s Podcast to preview the study, which she and Quint unveiled at the 2023 ACHE Congress on Leadership. To learn more about the background of the study, listen to their recent episode titled “Reimagining Care Delivery: A Look at the Models of Care Insight Study”.

This week, Katie and Quint join forces again to share the results of the study and analyze what the findings mean for the healthcare industry. What the Models of Care Insight Study revealed was that there is a perception gap and an awareness gap between leaders and their frontline staff pertaining to care delivery models. Katie and Quint discuss how each model can be implemented, the need for change management expertise in healthcare, and additional opportunities to engage employees through career and professional development.

The Models of Care Insight Study was made possible by Healthcare Plus Solutions Group, the American Nurses Association (ANA), the American Organization for Nursing Leadership (AONL), and Joslin Insight.

For more information about the study or to download the full report, visit https://healthcareplussg.com/models-of-care-insight-study/. To learn how this information applies to your organization or to have Quint Studer conduct a webinar for your team, please contact Info@HealthcarePlusSG.com.

About Katie Boston-Leary, PhD, MBA, MHA, RN, NEA-BC

Katie Boston-Leary is the Director of Nursing Programs at the American Nurses Association overseeing the Nursing Practice and Work Environment Division and Healthy Nurse Healthy Nation. She is also the Co-Lead for Project Firstline, a multi-million-dollar grant collaborative with the CDC for training on Infection Prevention and Control. Katie is also the co-chair for the DEI committee for the Healthcare Leaders Network Delaware Valley, an ACHE affiliate. She helped redesign the Nurse Leadership Institute at the University of Maryland with an embedded coaching program. Katie is an Adjunct Professor at the University of Maryland School of Nursing and the School of Nursing at Case Western Reserve University. She is a board member on St. Johns University Health Programs and an editorial advisory board member with Web/MD Medscape and ACHE. Katie serves as staff on the National Commission to Address Racism in Nursing and is also part of the National Academy of Science and Medicine’s National Plan to Address Clinician Well-Being supported by the U.S. Surgeon General, Dr. Vivek Murthy. Katie also leads as an ANA representative with 4 partner organizations to organize a National Nurse Staffing Think Tank and Task Force, which published short term actionable recommendations to address the nurse staffing crisis.

Hosted by Quint Studer with special guest Dr. Laura McClelland

Quint Studer is joined by special guest Laura McClelland to discuss the impact of compassion on healthcare organizations and how managers can demonstrate compassion to their workforce. Laura currently serves as Associate Professor in the Department of Health Administration at Virginia Commonwealth University (VCU).

When Laura McClelland’s father was diagnosed with stage IV melanoma, she began spending considerable time with him at California Pacific Medical Center while he received treatment. As someone studying management and interested in workplace dynamics, she was struck by the level of compassion with which staff treated patients, family members, and one another. She could see clearly the impact this had on both the workplace culture and patient outcomes. Following that experience, Laura began her journey to understand the benefits of compassion in the workplace and build a business case for why compassion matters to healthcare organizations.

From her latest research, Laura shares insights on:

• The relation between compassion and improved patient outcomes in healthcare organizations
• The immunological benefits of compassion for patients
• The impact of a compassionate work environment on employee burnout, emotional exhaustion, teamwork, and performance productivity
• The direct financial implications of compassionate workplaces

Laura says that leaders can use this research to begin modeling compassion in their own organizations and create an environment where it is both expected and appropriate.

About Laura McClelland

Dr. Laura McClelland is an Associate Professor and the Director of the HSOR PhD program at Virginia Commonwealth University in the Department of Health Administration. She received her Ph.D. in Organization & Management from Emory University and B.S. degrees in both Management and Economics from Villanova University. Before entering academia, she was a management consultant for PricewaterhouseCoopers and IBM. She is a highly regarded expert in health care management, leadership, workplace compassion, employee well-being, and patient experience. Her research is published in top health services and social science journals and cited in popular press outlets such as CNN and Kaiser Health News. She has served on the National Academy of Medicine Scientific Advisory Panel on the Evidence for Patient and Family-Centered Care, and has received multiple national and international awards for teaching excellence.

Hosted by Quint Studer with special guest Dr. Katherine Meese

This week Quint talks with Dr. Katherine Meese (UAB), who conducted an extensive study on what’s driving burnout in health care workers and it’s not at all what you’d expect!

In healthcare, we often talk about the financial margin (Do we have enough money to keep the doors open and pursue our mission?) and the operational margin (Do we have enough beds, space, speed and quality?).  Dr. Katherine Meese says it’s time to focus on the Human Margin. In its simplest form, healthcare is humans working with humans to heal humans. Dr. Meese says that for every decision we’re making, every conversation we’re having at every level of the organization, we must start asking, “How will this impact our human margin?”

In 2020, Dr. Meese conducted an extensive survey of healthcare workers from all parts of the organization (both clinical and non-clinical), asking what would improve their well-being or experience at work. She looked at more than 40 different variables. The things that contributed the most to their stress levels were really surprising and not all what she had assumed was driving burnout.

Dr. Meese says we can utilize this research to create conditions that maximize the human margin. She says it’s not just about the absence of burnout, but creating a culture where our people can actually flourish. When people bring their best selves to work, it solves a lot of other problems.

About Katherine A. Meese, Ph.D

Katherine A. Meese, Ph.D is an Assistant Professor in the Department of Health Services Administration at the University of Alabama at Birmingham. She also serves as the Director of Wellness Research in the UAB Medicine Office of Wellness and Director for the Center for Healthcare Management and Leadership. She earned her Ph.D in Health Services Administration with a specialization in strategic management from the University of Alabama at Birmingham and joined the faculty in 2020. Dr. Meese has several years of industry experience which encompassed work in ten countries on four continents, including management within a large academic medical center. She has co-authored two textbooks for organizational behavior in health care that are used in healthcare management programs across the country, and over 25 peer-reviewed articles and book chapters.  Her research interests are in organizational behavior, leadership, well-being, and delivery models that enhance organizational learning. Her passion is in helping translate rigorous research into a format that can be easily understood and utilized by individuals and teams.

Hosted by Quint Studer with special guests Chuck Stokes and Dr. Paula Song

This week Quint talks with Chuck Stokes, interim department chair at the University of Alabama at Birmingham in the Department of Health Services Administration, and Dr. Paula Song, Richard M. Bracken professor and chair of the Department of Health Administration at Virginia Commonwealth University. The discussion centers on how universities are preparing students for careers in healthcare and supporting those already in their career, in light of the pace and scope of change we all must navigate.

Educators are rethinking how they do things, shifting modalities, and adjusting instruction to meet the changing needs and expectations of students and practitioners as they grapple with changing circumstances. Stokes and Song see this as an opportunity to reinvent themselves. Listeners will learn about a few things the academic community is doing differently.

Here’s an overview:
Providing simulation programs (It’s not just the what but the how). There’s a lot of power in putting students in real-life situations that require both hard and soft skills. Instructors put them through a simulation to see how they deal with a situation and give them feedback on it.

Creating more options and providing more support for people already working in the field. Programs are allowing more flexibility for working professionals, whether they’re early, mid, or late careerists. One example is the tailored certificate options in sub-specialties to supplement master’s programs (including topics like health equity, financial management, and climate and sustainability).

Giving students various opportunities to gain different perspectives in all sorts of ways. For instance, they’re partnering with national associations and making sure their programming includes broader health communities. Students are exposed to different career stories and the unique challenges providers and patients face.

Providing more assessments and coaching before students enter the workplace. For example, early testing on personality profiles gives them insight on what they need to work on. There’s a big focus on self-reflection.

Looking to build lifelong partnerships with students. Schools are focused on helping students continue lifelong learning and development throughout their career and helping them leverage the value of alumni communities.

Forming partnerships with healthcare organizations in the community. Faculty are spending more time in local hospitals, which informs them on what’s really happening on the ground in real time. This gives schools an opportunity to help improve the health status of their community by solving problems. It also helps build important relationships for students.

Aiming a laser focus at engagement. This is one of the biggest issues facing our industry. Engagement impacts safety/high reliability, reduces costs, improves consumer-centered care, and boosts innovation. How well the academic community trains leaders to engage and motivate their workforce will be paramount to our success.

Encouraging professionals to get involved in their local healthcare education programs (even if they aren’t alums). Schools are eager for students to hear different voices, see different experiences, and be exposed to a variety of career paths. People don’t need to be formally tied to a program to have an impact and be important mentors and coaches for students.

About Chuck Stokes

In December of 2019, Chuck Stokes retired from Memorial Hermann Health System in Houston, Texas, after serving eight years as their system EVP and COO and two-and-a-half years as system president and CEO.

Chuck started his career as a critical care nurse after receiving his BSN from the University of Mississippi, and transitioned to executive healthcare leadership after receiving his MHA from the University of Alabama at Birmingham.

Chuck is a two-time recipient of the Malcolm Baldrige National Quality Award (2006 and 2016). He served as chairman for the Board of Governors of the American College of Healthcare Executives and was their 2020 Gold Medal Award recipient.

In 2020, Modern Healthcare named Chuck as one of the Top 100 Most Influential People in Healthcare. Chuck also received the 2020-2021 University of Mississippi Medical Center Nursing Alumnus of the Year Award and the 2021 Baldrige Foundation Award for Leadership Excellence.

In July 2021, Chuck accepted the position of interim department chair at UAB in the Department of Health Services Administration. Chuck will see the department through its new chair transition.

About Paula Song

Paula H. Song, PhD, MA, MHSA, is the Richard M. Bracken professor and chair of health administration at Virginia Commonwealth University.

Dr. Song’s research expertise includes healthcare finance, accountable care organizations (ACOs), payment reform, community benefit, and utilization and access for vulnerable populations, including the underinsured and children with disabilities. Her current research interests focus on innovative financing and delivery mechanisms to improve the delivery of healthcare. She has expertise using both qualitative and quantitative research methods.

Dr. Song teaches graduate-level courses in healthcare financial management and has coauthored several leading textbooks in healthcare finance. Dr. Song is the 2020 recipient of the John D. Thompson Prize from the Association of University Programs in Health Administration.

Hosted by Quint Studer with special guest David Bartholomew

There’s a lot going on in healthcare. There’s so much change, so many moving parts, and so many new ideas popping, it can feel overwhelming. That’s why the 2023 ACHE Congress on Healthcare Leadership—coming up March 20-23 in Chicago—is a perfect “time-out” for busy leaders. It provides a chance to network with peers, solve problems, form new partnerships, and build a much-needed sense of community with likeminded people. Plus, it’s hard to beat the energy created by bringing so many thought leaders and great ideas together in a single location.

In this podcast, Quint talks with David Bartholomew, the senior vice president for learning at the American College of Healthcare Executives (ACHE). David shares insights from this year’s Leadership Congress and discusses some of the biggest trends in healthcare right now. Topics covered will include:

• The future of healthcare as envisioned by ACHE Congress keynoters, including technology disruptions and lessons from other industries
• Why conferences function as safe spaces for dialogue around the very complex issues healthcare leaders face
• Why solutions for workforce issues and the staffing crisis will be front-and-center this year
• Why the sense of community created by conferences like Congress is so powerful (not feeling “alone” goes a long way toward filling a leader’s cup)
• The importance of “healing the healers”—restoring wellness among staff
• How DEI initiatives help align purpose and potential, and are crucial to building an inclusive culture
• Why closing healthcare’s gender equity gap is so urgent
• Why there is such a focus on “transformational leadership” right now, and what that means for leaders on the front lines
• Insights into “must-see” sessions at this year’s Congress, and best practices for maximizing your experience

About David Bartholomew

David Bartholomew is the senior vice president for learning at the American College of Healthcare Executives. In this role, David oversees education and publishing strategy for the organization. For 90 years, ACHE has been focused on one mission: advancing leaders and the field of healthcare leadership excellence. It is the home to more than 48,000 healthcare executives who are committed to integrity, lifelong learning, leadership and diversity, and inclusion.

ACHE’s annual Congress on Healthcare Leadership remains the premier event dedicated to advancing healthcare leadership excellence. This year’s event is March 20-23 at the Hyatt Regency in Chicago. Congress provides candid perspectives from leaders within and beyond healthcare on the most critical issues, as well as opportunities to network and see and be seen by some of the most esteemed leaders in the country. You can learn more and register at congress.ache.org.

Hosted by Quint Studer with special guest John Hallick

John Hallick, founder and president of MET Crusaders and co-president of Biomarker Collaborative, joins the podcast to share the story of his journey into patient advocacy. In February 2018, John was diagnosed with stage IV non-small cell lung cancer. Several weeks later, the genetic tests came back, and the cancer was determined to be driven by the MET 14 skipping alteration.

After learning from doctors that while there are many support groups for genetic alterations, there was none for his, John took action. He drew from his background as a serial entrepreneur to set up a patient-centric advocacy group for people with his particular genetic alteration.

You’ll hear about:

• John’s story from his diagnosis of stage IV metastatic cancer to his treatment to where he is today
• MET Crusaders, the advocacy group John founded that’s dedicated to helping patients with the MET alteration live normal lives
• Biomarker Collaborative, a comprehensive body that represents all the advocacy groups, and their work connecting patients with the resources and support they need during what is likely the most traumatic point in their life
• How others can find support and resources
• Most importantly, you’ll meet a courageous individual who is using his own serious life challenge as a springboard to help, educate, and support others.

https://biomarkercollaborative.org/

About John Hallick

John Hallick is a serial entrepreneur of several companies, all based around data warehousing, data mining, and individualized communications management. In December 2017, John developed what he thought might be the flu. It was diagnosed as an upper respiratory infection, and he was prescribed an antibiotic. After several weeks, the symptoms didn’t go away, and he went back to the doctor’s office. The second diagnosis was bronchitis, and he was prescribed prednisone. Again, the illness never went away. In January of 2018, he flew a helicopter four hours from Madison, WI, to Louisville, KY. The drive back to Madison was eight hours. He coughed on and off the entire drive back home. The next day, he went back to the doctor, and they decided to take an X-ray. The X-ray showed he had a mass in his right lung. As a note, nine months earlier he had a normal chest X-ray.

At the end of January 2018, the Mayo Clinic in Rochester, MN, performed a complete workup, including PET scans, CT scans, brain MRIs, bone scans, and blood work. On February 1, 2018, at age 67, John was diagnosed with stage IV non-small cell lung cancer. Several weeks later, the genetic tests came back, and the cancer was determined to be driven by the MET 14 skipping alteration.

His initial treatment was a combination of carboplatin, Alimta, and Keytruda every three weeks. John experienced all the normal side effects, including losing 65 pounds and half his hair, hearing loss, neuropathy on the bottom of his feet, no energy, and a significant loss of red blood cells. He was given two units of blood to get his red blood cells back into range. After four treatment sessions, carboplatin was removed from his treatment due to intolerability. After a total of five months of mixed results, it was decided for him to have one additional treatment and look for a clinical trial. After the last treatment, the immunotherapy started to work, and the tumors shrunk about one-third.

Now John had to make the decision of whether to stay on the current treatment plan or go on the trial. John decided to go on the capmatinib phase 2 clinical trial in July 2018. At first, the tumors shrank and then became stable. Targeted therapy returned his quality of life. Like all TKIs, capmatinib stayed effective for over three-and-a-half years. John trialed a MET antibody with limited success and is back on chemo and immune therapy.

Hosted by Quint Studer with special guest Katie Boston-Leary and Hunter Joslin

Quint’s guests in this podcast are Katie Boston-Leary of the American Nurses Association (ANA) and Hunter Joslin with Joslin Insight, a customer insights and strategy consulting firm. The two have joined forces with Healthcare Plus Solutions Group (HPSG) to initiate the national Models of Care Insight Study. The goal is to look at new and alternative models of care being implemented across the US to help ease the nursing crisis and close the gaps/disconnects between nurse leaders and frontline nurses. Ultimately, the team hopes to generate not just short-term fixes, but share longer, sustainable solutions with hospitals across the country.

The actual survey will go live January 27th, with the hope of receiving responses from every hospital in the country. This podcast overviews what has been done so far, including highlights from listening interviews that were held late last year.

Themes discussed in the podcast include:

• Creative ways to tackle nursing staff shortages, including the role and impact of travel nurses (and how best to optimize them).
• Building workforce pipelines. Discussion includes residency and transition to practice programs, an emeritus campaign (which bring retired nurses back), and a boomerang program (aimed at re-recruiting nurses who have left).
• How to better engage the existing nursing workforce (including how to create a sense of belonging with nurses across the spectrum of credentials).
• Stabilization of management teams (due to the industry’s huge influx of new nurse managers).
• How to close the competency gap with newer nurses.
• Determining which practices can be scaled and how to create a collaborative approach between nursing and management for rolling them out.

The data and the ideas generated by the Models of Care Insight Study are meant to improve working conditions for nurses and care for patients. By creating better places for nurses to work, organizations can help relieve caregiver stress, elevate staff well-being, retain the best talent, and improve patient outcomes. To learn more about the Models of Care Insight Study and/or to sign up as a participant, visit https://healthcareplussg.com/models-of-care-insight-study/. 

Important Dates for the Study:
January 27: Survey launches.
March 20: Quint Studer and Katie Boston-Leary will present findings at the American College of Healthcare Executives (ACHE) 2023 Congress on Healthcare Leadership.

Hosted by Quint Studer with special guest Brooke Montoya

On this podcast, Quint has an in-depth discussion with HR Practitioner, Brooke Montoya, and discusses her time as the director of human resources for Monticello Health Services, which was recently ranked as one of Modern Healthcare’s Best Places to WorkTM for 2022.

Creating a workplace that people want to be a part of requires a lot of things to happen at once. The leadership team has to be on the same page and be really transparent and consistent about what they are trying to do. All the employees need to feel heard and feel like they are included in the important things going on in the organization.

In order to make that happen, Monticello created the “culture committee,” whose primary role is to create cohesion and consistency across the organization. When done right, it can really accelerate your employee engagement efforts, as it provides diverse perspectives and valuable insight into where the leadership team should focus their efforts.

Brooke feels the number-one reason they made it on the Best Places to Work list is because they have been effective in aligning their values with the values of employees. The culture committee makes that possible.

Brooke explains that flexibility and adaptability go both ways, and that they have put together a myriad of programs and offerings for employees to make them feel appreciated, valued, and cared for. “The idea is that if we are there for them in times of need,” she says, “they’re there for us whenever we’re in times of need.”

At Monticello, they have operationalized the word “care,” and in this podcast, Brooke will share some of the specific and really creative strategies they have used that make people feel consistently valued, supported, included, and appreciated, and the role the culture committee has played in developing these highly effective programs.

*The game referenced is called Mind The Gap.

About Brooke Montoya

Brooke Montoya is a dynamic HR Practitioner with over ten years of experience in healthcare human resources management. Having had the opportunity to lead several organizations as the head of HR she has proven success in creating cultures of collaboration and implementing change to achieve workforce excellence. Brooke possesses experience in several aspects of human resources, including recruitment and retention, employee engagement, employee relations, and performance management. She believes that building relationships, leadership development, mentorship, and coaching are key to creating healthy workplace cultures.

Brooke holds a bachelor’s degree in human resources management as well as her PHR certification.

Brooke passionately pursues continued learning in all areas of leadership. She is currently enrolled in the master of science in management program at Tarleton State University. Her mission is to inspire individuals and companies to be the best versions of themselves by sharing her knowledge through teaching, coaching, and mentoring. Her most recent achievement is helping to lead her Monticello team to becoming one of Modern Healthcare’s Best Places to Work.