Hosted by Quint Studer with special guests Shannon Heard and Kevin Graves

Many organizations depend on outside contractors for key components of their operations. Yet when outsourcing parts of your work, it can be a struggle to bring both teams together to create a seamless experience for everyone. Also, at times there can be a tendency to treat outside contractors like a commodity. Not only is this bad for the relationship, it also keeps you from maximizing outcomes. When managed well, these partnerships can lead to amazing results.

The current staffing shortage showcases just how valuable contractor partnerships can be. We need great partners more than ever! As healthcare organizations everywhere were stretched thin during the COVID-19 pandemic, Baylor Scott & White Health (BSWH) leaned on their strategic partnership with Aramark to hire and onboard almost 400 people in just 30 days to staff the entrances of their hospitals.

In this podcast, Kevin Graves from Baylor Scott & White and Shannon Heard from Aramark Healthcare + share best practices for how to integrate outside contractors and build a cohesive culture across large teams. You’ll learn:

• How to build a culture of collaboration where everyone feels like they’re part of the same team, even if they come from different organizations.
• How to engage contractors in conversations that make them feel like true partners, and why this is so important.
• How to leverage your relationship with partner organizations to bring in new resources and talent when things get tough.
• Why you should be using metrics to drive your decision-making process, and how this keeps decisions from being personal or emotional.
• How the Aramark culture helps them nurture incredible long-lasting partnerships that create a win-win for both organizations.

About Kevin Graves

Kevin Graves leads hospital and clinic operations in hospitality for Baylor Scott & White Health (BSWH), the largest not-for-profit healthcare system in Texas and one of the top 10 not-for-profit healthcare systems in the nation. He led the development and integration of BSWH Hospitality Services, resulting in over $31 million annualized savings, standardization of operating practices, and significant improvement in patient satisfaction.

About Shannon Heard

Shannon Heard is a healthcare executive who currently serves as regional vice president for Aramark Healthcare +. In partnership with Baylor Scott & White Health, Shannon has successfully led a workforce of over 3,500 team members throughout the state of Texas through the integration of hospitality services. During the merger of Baylor and Scott & White, Shannon was instrumental in bringing all related services under one umbrella of leadership, while implementing strategies to result in multi-million-dollar cost reductions and improving upon key performance metrics.

Hosted by Quint Studer with special guests Sonia Rhodes and Dr. Renee Thompson

There has been an uptick of bad behavior in the workplace. While bullying, lack of civility and respect, and conflict have always been there, a global pandemic has just exacerbated it.

Sonia Rhodes and Dr. Renee Thompson share strategies for how to build a strong culture that creates a great experience for patients, employees, and coworkers. They say culture and employee experience will not only allow us to attract and keep the best and brightest, it will allow us to provide the best clinical outcomes, as well as achieve our financial and operational goals.

You’ll learn:

• How to build a culture by design, not by default
• Why getting intentional about the kind of workplace you want is the key
• Why a high performer who behaves badly is really a low performer
• Why leaders might ignore bad behavior and why that’s so dangerous
• Why naming bad behaviors is key to helping the team confront them
• How to create a self-regulating culture where every single colleague understands what right looks like and becomes an ambassador for how to make things better
• How culture and experience drive all other success
• Practical strategies for approaching employees who are having a difficult time complying with the rules

About Sonia Rhodes

Sonia Rhodes is the founder and CEO of The Experience Lab—an incubator of ideas and an accelerator of action—bringing Experience design and cultural transformation principles to the healthcare industry. The Experience Lab partners with visionary healthcare systems and executives to imagine, design, and bring to life a new kind of healthcare Experience for team members, providers, patients, and guests and is home to The Inside Out National Experience Transformation Collaborative. Sonia is a pioneer in the realm of healthcare Experience Design, leading the way in the industry for more than 20 years. At Sharp HealthCare, a San Diego, CA-based not-for-profit health system, she was the nation’s first health system executive to lead organizational Experience transformation.

About Renee Thompson

As an international speaker and consultant, Renee Thompson, DNP, RN, CSP, tackles the professional challenges facing healthcare leaders today. With 31 years of experience as a clinical nurse, nurse educator, and nurse executive, Dr. Thompson is an internationally recognized expert on creating a healthy workforce by eradicating workplace bullying and incivility. She is the CEO and founder of the Healthy Workforce Institute and works with healthcare organizations to cultivate a professional workforce. Renee is one of only 26 nurses in the world who have achieved the prestigious certified speaking professional designation, and in 2018 was recognized as one of LinkedIn’s Top 10 Voices in Healthcare for her contribution to their global online healthcare community.

To learn more about the RYTO Conference, click HERE.

Hosted by Quint Studer with special guests Terre Short and Dennis Snow

During busy, stressful times, it’s easy to get transactional in our communication with employees, co-workers and our patients. However, hard times really require a different kind of communication, one that’s more relationship driven. It’s vital that we look inward to ensure that our words are aligned with our intentions and values, that we engage employees in ways that make them feel like partners, and that we connect with others in ways that generate meaningful answers.

In this podcast, Quint explores the subjects and more with human potential developer Terre Short (author of The Words We Choose: Your Guide to How and Why Words Matter) and service excellence expert and former Disney executive Dennis Snow (author of “Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life). 

Here are a few of their insights:

• Why you have to do more listening than talking right now
• How to ask the powerful questions that get you really connected to people
• How to make sure what you say and what you mean is aligned
• Why employees are the best people to answer your toughest questions and how to create the partnerships that elicits their input.
• How to celebrate those daily moments of getting things right and why you should
• What EVERYTHING SPEAKS really means
• How to see your organization through the lens of employees and patients
• How constantly narrating the process relieves anxiety for employees and patients

About Terre Short:

Terre Short is the CEO/owner of Short Group. She has been a coach in some capacity her entire career. Through coaching, speaking, and facilitating she has inspired countless staff, senior leaders, physicians and middle managers to connect to their why, and to harness the power of empathy and personal relationships. She excels in assessing complex situations/challenges and helping others break them down with clarity into actionable steps.

Terre has more than 30 years of leadership experience, a Masters in Business Administration/Healthcare Management, her Professional Coach Certification (PCC), and is a Certified Patient Experience Professional (CPXP).

Prior to returning to Short Group, Terre served in corporate healthcare roles for ten years (2010 – 2020), as a high-level executive for one of the largest health systems in the U.S. (HCA), and as a regional director for Huron/The Studer Group.

She first established Short Group in 1995 and at that time specialized in leadership development and consulting, including coaching GMs, CEOs and other leaders. Short Group followed her hospitality career that spanned many senior leadership positions within Four Seasons Hotels and later Pebble Beach Company.

Since 1995, she has spoken for a wide range of organizations, and audiences large and small. She is highly sought after for leadership development forums and spoke at the 2018 Annual Becker’s Hospital Review Conference.

Terre is passionate about bringing out the potential of others through 1:1 and team coaching, and helping leaders improve results through her speaking, and consulting. Topics outlined on Short Group website.

Terre published The Words We Choose: Your Guide to How and Why Words Matter in July 2020. The book covers how to choose words that connect to values and intention. It spans the words we choose for ourselves (the voice in your head), with loved ones, at large in the world, at work, through technology (not spoken), and with a higher power.

About Dennis Snow:

Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company. There, he developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does today.

He began his Disney career in 1979 as a front-line attractions operator. As he advanced through the company, Dennis managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization.

Dennis launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including ExxonMobil, AT&T, General Motors and Coca Cola. During this time, he presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100%.

He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. While there, he coordinated the Disney Traditions program, which is universally recognized as a benchmark in corporate training. In his last year with Walt Disney World, Dennis’ leadership performance was ranked in the top 3% of the company’s leadership team.

Today, Dennis is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include American Express, Johns Hopkins Medicine, ExxonMobil, and Nationwide.

His articles appear in a number of industry publications and he is a featured guest “expert” on customer service, on several business news-talk radio shows. He is the author of the book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, which has been used in organizations around the world as a blueprint for organizational excellence. His newest book has just been released, titled, “Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life.”

Hosted by Quint Studer with special guest Eugene Schneller

From PPE and ventilator shortages to challenges in distributing vaccines and medications, it’s clear that the added strain from Covid-19 exposed some cracks in our healthcare system. In order to be ready for whatever comes next, we need to rethink how we procure and allocate resources. Eugene Schneller shares why supply chain management should be top of mind for healthcare leaders and gives strategies for how to stay prepared for whatever the future holds.

You’ll learn:

• Why we should include “preparedness” as a core part of our mission, along with our industry focus on “cost, quality, and outcomes”
• Why collaboration and resource sharing is so important in difficult times and how to hardwire these practices into the everyday
• Why “just-in-time” procurement policies need to be updated to account for Black Swan-type events
• How to allocate financial resources to staying prepared in a way that makes things better, not harder

About Eugene Schneller

Eugene Schneller, PhD, has held faculty and research scholar positions at Duke University, Union College (New York), and Columbia University. His consulting and research focus on health care policy, best practice adoption, supply chain purchasing strategy design and governance, human resource development, and supply chain integration. He was principal investigator for the Department of Defense efforts to integrate the medical supply chains for the three services. He is co-founder of Healthcare Supply Chain eXcellence and president of Health Care Sector Advances.

The Gratitude Symposium Session 

Eugene S. Schneller, Ph.D.
Dean’s Council of 100 Distinguished Scholar
Department of Supply Chain Management
Arizona State University
Tempe, Arizona 85287-4706
602-320-1512
Gene.Schneller@asu.edu

Hosted by Quint Studer with special guests Jamie Orlikoff and Michael Pugh

Jamie Orlikoff and Michael Pugh discuss some of the ways leaders will have to evolve as we all navigate complicated problems that don’t have any easy solutions.

You’ll learn:

• How to deal with feelings of failure in senior leaders who are dealing with staffing problems that are largely out of their control (and how their boards can support them through uncertain times).
• Why and how to recapture hospital leadership’s role as a leading voice in health, not just healthcare delivery.
• Why community health should be on everyone’s radar and how hospitals can find innovative solutions to promote wellness.
• How to keep polarization from disrupting your organization and keep everyone united around giving patients the best care possible.
• Why healthcare delivery must be at the center of your healthcare system and drive all your redesign efforts.
• Finding the bright spots and redesigning care teams and processes for the workplace of the future: Why senior leaders need to take an honest look at the changes they’ve made during the pandemic and ask themselves, Is this something we should continue moving forward?

James E. Orlikoff is president of Orlikoff & Associates, Inc., a consulting firm specializing in health care governance and leadership, strategy, quality, patient safety, and system development.  He is the National Advisor on Governance and Leadership to the American Hospital Association and Health Forum. He was named one of the 100 most powerful people in healthcare in the inaugural list by Modern Healthcare magazine.

Mr. Orlikoff has been involved in leadership, quality, and strategy issues for over forty years. He has consulted with hospitals and systems in twelve countries, and since 1985 has worked with hospital and system governing boards to strengthen their overall effectiveness and their oversight of strategy and quality. He has worked extensively on improving the relationships between boards, medical staffs, and management. He has written fifteen books and over 100 articles and has served on hospital, college, and civic boards. He is currently the Chair of the Board of the St. Charles Health System in Bend, OR and was the Vice Chair of the Virginia Mason Health System Board in Seattle, WA, and chair of their Governance Committee until reaching the maximum limit of his term.

He is an author of the book Board Work: Governing Health Care Organizations, which won the ACHE James A. Hamilton Book of the Year award for 2000. He is the primary author of The Future of Health Care Governance: Redesigning Boards for a New Era; the primary author of the best-selling book The Board’s Role in Quality Care: A Practical Guide for Hospital Trustees. He is the primary author of Malpractice Prevention and Liability Control for Hospitals Second edition. He is also the author of Quality from the Top: Working with Hospital Governing Boards to Assure Quality Care. Mr. Orlikoff received his M.A. in social and organizational psychology from the University of Chicago, and his B.A. from Pitzer College in Claremont, CA.

ORLIKOFF & ASSOCIATES, Inc.
4800 S. Chicago Beach Drive
Suite 307N
Chicago, IL  60615-2054
(773) 268-8009 phone
(773) 268-8006 fax
j.orlikoff@att.net

Michael D. Pugh, MPH has over thirty-five years of CEO experience in hospitals, health care systems, managed care organizations, consulting, and health care technology companies. He is a frequent speaker at regional, national, and international conferences on subjects of leadership, quality, governance, and strategy.

Since 1998 Mr. Pugh has focused his consulting and advisory practice on helping senior leaders and boards build leadership capability and develop strategies that lead to improved quality and performance. He is an internationally known advisor and consultant to health care organizations, providers, payers, trade associations, and government organizations. Specific areas of expertise include leadership development, strategy, governance, and quality improvement.

For over thirty years, Mr. Pugh has been a Senior Faculty member of the Institute for Healthcare Improvement (IHI). He is an Instructor in the MHA and Leadership graduate programs at the Icahn School of Medicine at Mt. Sinai where he teaches health care strategy and quality. For almost a decade, Mr. Pugh was an adjunct professor in the University of Colorado Denver MBA/MHA program where he taught health care quality and outcomes. Mr. Pugh has contributed articles and book chapters to multiple publications and is a co-author of the IHI white paper “High-Impact Leadership: Improve Care, Improve the Health of Populations, and Reduce Costs.”
Mr. Pugh has been active in health care leadership and has served on the boards of the American Hospital Association, the AHA Health Forum, the Joint Commission and served as Chairman of the Colorado Hospital Association. He has also served on the boards of numerous non-profit organizations and as Chairman of the Board of Ft. Lewis College, Durango, Colorado.

Mr. Pugh holds a B.S. and an M.P.H. in Health Care Administration from Tulane University, New Orleans, Louisiana. He resides in Southern Colorado where he can pursue his passions for fly fishing, skiing and biking.

Telephone: 719 671-2668
michael@mdpassociates.com 
https://www.mdpassociates.com  

Hosted by Quint Studer with special guests Diane Rogers and Sue Murphy

Focus on the who, not the what. When you put people first, the other things (like metrics) will take care of themselves.

Diane Rogers and Sue Murphy share strategies for leaders to engage in conversations with their teams that leave people feeling seen, heard, and cared for. Not only does this help create high-performing teams, it also helps make you more fulfilled as a leader.

You’ll learn:

• Why basic “check-ins” and asking, “How are you doing?” doesn’t cut it anymore, and what to do instead
• How to hold up a mirror to your own magnificence as an organization and highlight what’s going right, and why this is so valuable
• How to hardwire gratitude into your everyday practices
• Why how you show up for people determines how they show up for you
• How to meet people where they are and give coaching that actually improves outcomes

Diane Rogers has a diverse background and a big heart, both of which power a simple and focused mission: to inspire individuals and organizations to harness the strengths and magnificence of people, so together they can achieve higher levels of organizational performance and individual engagement. Founder and president of Contagious Change, LLC, Diane is best known for her breakthrough programs for healthcare organizations, where she has long been a trusted coach—sought after for her ability to inspire strengths-based leadership behaviors among healthcare professionals who want to optimize performance, experience, and engagement.

Susan Murphy, RN BSM MS is currently the Chief Experience Officer (CXO) at Northwest Community Healthcare. Prior to her role at NCH, Sue was the Chief Experience Officer at University of Chicago Medical Center, where she led experience strategies that improved system-wide patient satisfaction scores. In the role of the CXO, Sue’s attributes include being a visionary and pragmatic leader with experience and expertise in service excellence strategies, program development, metrics, and benchmarking.  Responsible for designing and overseeing the implementation of an integrated, comprehensive strategy that transformed and drove outcomes in quality of care, service and patient experience. Serving as the role model for the mission as well as an advocate for the “voice of the patient” in all endeavors, leading with providing strategic leadership for the development of sustainable programs that foster experience excellence, empathy, and compassion, as well as, patient and family engagement.

Watch their Gratitude Symposium presentation: “Uniting and Engaging Employees – An Artistic Masterpiece (20:15)”

Hosted by Quint Studer with special guest Chris Comeaux

Chris Comeaux’s company, Teleios Collaborative Network, recently had four of their hospice organizations in the top 50 on the Modern Healthcare Best Places to Work list. This week, Quint talks with Chris to discover how he marries performance excellence and purpose to create a place where people really want to be. Comeaux shares how workplaces of the future will create purpose-driven communities that support each other through tough times and help everyone perform at the highest level.

You’ll learn:

• How to use “Mission Moments” to inspire gratitude and fulfillment and fight burnout
• How to infuse purpose into role descriptions that go beyond just a list of tasks
• Why learning plans are vital to driving performance excellence
• How to break down learning and development sessions into bite-size chunks that can be absorbed virtually
• How and why to adopt a more holistic approach to goal setting

Chris Comeaux (KO-mo) is an award-winning expert and lifelong student of leadership and the performance required to truly be a leader. He has spent his life and career researching, learning, coaching, and implementing the pushes and pulls necessary to create high-performance leaders and high-performance organizations. Chris is currently the president/CEO of Teleios Collaborative Network (TCN).

Chris Comeaux, CPA, MLAS
President/CEO Teleios Collaborative Network
ccomeaux@teleioscn.org
828-329-0175

Management By Strengths (MBS)
Contact Nicole Webb Bodie – Nicole@QuintStuder.com

Hosted by Quint Studer with special guests Bob Murphy and Dr. Anthony Orsini

When times are tough, lean in to relationship building. With healthcare systems stretched to their limits, it’s vital that employees feel engaged, supported, and genuinely cared for. Today’s guests discuss why the most successful leaders are those who proactively lean in and build trusting relationships that go beyond the basic “check in.”
You’ll learn:

• How to hold real conversations that establish commonalities and rapport and encourage people to open up.
• How to make one-on-one human-to-human connections with your team, and why this makes your job as a leader more fulfilling and rewarding.
• How to ensure that your non-verbal cues (body language) are consistent with your words
• Why “How can I help” is a far more powerful phrase than “Do you need anything?”

When we lean in, not only do we foster the kind of relationships employees crave, we’re more likely catch mental health issues before they become major problems.

Dr. Anthony Orsini has spent the last 25 years developing proven communication techniques that help doctors build rapport and quickly form trusting relationships with their patients. Dr. Orsini is a practicing physician, author and frequent speaker on the topic of compassionate communication in medicine. He is the Level II Medical Director at one of the largest Neonatal Intensive Care Units in the world. He also serves as Chief of Patient Experience and Palliative Care Liaison for his neonatal practice.
Dr. Orsini’s Gratitude Symposium Presentation

Bob Murphy is a corporate chaplain, executive coach and speaker who has presented around the world to hundreds of thousands of leaders on performance excellence, service, and many other leadership topics. He is an expert on how to become a high performing organization, department, leader and employee. Bob is a registered nurse and an attorney, currently serving as the chief of medical missions and director of international programs for GBS Institute.

Bob Murphy’s Gratitude Symposium Presentation

Hosted by Quint Studer with special guest Jay Kaplan, MD

Dr. Kaplan is the Medical Director of Care Transformation and Director of the Be Well Center for LCMC Health in New Orleans, LA. He is the Clinical Associate Professor of Medicine, at LSU Health Sciences Center, and an attending physician and academic faculty for the Emergency Medicine Residency at University Medical Center New Orleans.

Dr. Kaplan is a past President of the American College of Emergency Physicians and current national faculty for ACEP, as well as a member of the National Academy of Medicine Action Collaborative on Clinician Well-Being and Resilience.

A graduate of Harvard College and Harvard Medical School, Dr. Kaplan was recently named the 2021 John G. Wiegenstein Leadership award winner; this is the highest award of the American College of Emergency Physicians and it is given for outstanding contributions to the College.

Dr. Kaplan continues to practice clinically because he loves the clinical practice of medicine, and caring for patients helps him remain close to the patients’, the hospital staff’s, and the physicians’ current experience.

Dr. Kaplan discusses how the healthcare workplace has changed and the frontline needs new assurances from their leaders. During the podcast, you will learn specific tactics to help empower staff and medical staff to connect back to themselves, their patients, and their colleagues. Dr. Kaplan also gives a preview to his session at the Replenishing Yourself, Your Team and Your Organization conference taking place Feb. 22 and 23.

Contact Jay Kaplan, MD, FACEP
jaykaplanmd@gmail.com
Cell: 415-686-8291
www.JayKaplanMD.com

Resources: 

• Read Dr. Kaplan’s full bio HERE
• Dr. Kaplan’s Gratitude Symposium Presentation
• Conference: Replenishing Yourself, Your Team and Your Organization (RYTO) Feb. 22 and 23

Hosted by Dan Collard with special guest Quint Studer

Today we have a special treat for our listeners. We’ve heard your feedback that you would like to hear more from Quint. We’ve brought in Dan Collard, longtime friend and colleague of Quint to play host for the busy leader’s podcast. Quint sits in the guest seat as he looks back and shares what he has learned over the last 5 years.From early brain research and development to the start of covid and where we are at today. Learn more about overall well-being and why it’s more important now than ever. Quint shares what he has learned with co-worker and supervisor relationships, selection and onboarding, training and development and more.

Resources can be found at www.thegratitudegroup.com.

As a special edition episode, watch the interview HERE.