Humanizing Healthcare is dedicated to sharing insights and best practices to make healthcare more human and fulfilling for all. With healthcare innovators and thought-leaders, we discuss how to better support everyone in the healthcare ecosystem: clinicians, patients, families, and the broader care team, to deliver experiences and outcomes that inspire lasting relationships.
Over the last few decades, healthcare has become more transactional and impersonal, but there is still hope for delivering truly person-centered care. In this episode, Dr. Redonda Miller, President of The Johns Hopkins Hospital, shares her approach to person-centered healthcare. As a leader in one of the top academic hospitals in the country, Dr. Miller discusses the importance of asking for input, community engagement, and healthcare workforce well-being. She emphasizes the need to listen to patients’ diverse needs, from local Baltimore residents to international patients, and shares how The Johns Hopkins Hospital fosters meaningful connections with both patients and staff. With initiatives like the "RISE" program supporting caregivers and the hospital's commitment to continuous improvement, Dr. Miller outlines how healthcare institutions can reconnect with the core mission of care. Don’t miss out on hearing from one of healthcare’s leading voices on the future of person-centered care for both patients and caregivers. Listen to the full episode now! Key Takeaways Introduction (00:00) Dr. Miller’s journey to medicine, including a childhood incident (03:48) The importance of reconnecting healthcare workers to their mission (05:36) Engaging with diverse patient populations in Baltimore (09:16) Closing the loop between patient feedback and action (12:11) The balance between local community care and global health initiatives (13:37) The significance of Planetree certification in person-centered care (15:41) Using person-centered care to address safety and quality challenges (18:52) How The Johns Hopkins Hospital engages with patient and family advisory councils (20:03) Shift to value-based and outcome-based healthcare models (27:18) Q&A session (39:33) Additional Resources The John Hopkins Hospital LinkedIn: https://www.linkedin.com/company/johns-hopkins-hospital/ Dr. Redonda Miller’s LinkedIn: https://www.linkedin.com/in/redonda-miller-a58446a/ —- Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/ Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/ ---- Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/ Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/
For decades, the healthcare industry has increasingly been perceived as a profit-driven enterprise, often overshadowing the fundamental values of compassion and empathy that lie at the heart of patient care. But, some healthcare leaders are doing it differently. One of them is Mark Baiada, Chairman and Founder of BAYADA Home Health Care. He joins us to tell us more on how they deliver reliably compassionate and excellent patient care experiences, The BAYADA Way. He shares his 50-year journey from a young entrepreneur with $16,000 to a leader in global home healthcare. He explains how he built the company around the values of compassion, excellence, and reliability, codified in "The BAYADA Way," and how these principles continue to shape patient care today. Mark discusses why he gifted $20M to employees and transitioned BAYADA Home Health Care to a nonprofit to safeguard its mission for generations to come. He also shares hard-earned wisdom on balancing mission and efficiency in healthcare. We also talk about BAYADA’s latest endeavor, revolutionizing nursing education to prioritize real-world clinical training and patient relationships. In addition, we discuss the state of for-profit vs. nonprofit healthcare and how leadership, not tax status, determines the quality of care. If you’re interested in mission-driven leadership and healthcare innovation, tune in to this episode and hear from an entrepreneur who built an excellent healthcare business from scratch. Key Takeaways Introduction (00:00) Why Mark Baiada started a home healthcare company in 1975 (03:21) The early challenges of running a healthcare business (07:03) The "The BAYADA Way" and how it guides company culture (09:33) The importance of teaching caregivers interpersonal skills (13:42) Why Baiada transitioned his company to a nonprofit (18:49) For-profit vs. nonprofit healthcare: Which is better? (23:37) Advice for healthcare leaders on mission-driven management (25:20) Additional Resources The Bayada Way Website: https://www.bayada.com/the-bayada-way Managing by Values Book: https://www.amazon.com/Managing-Values-Action-Extraordinary-Results/dp/1576752747. J. Mark Baiada’s LinkedIn: https://www.linkedin.com/in/j-mark-baiada-650812 —- Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/ Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/ ---- Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/ Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/
Navigating the healthcare system can feel daunting. From confusing jargon to impersonal encounters, many patients feel lost and overwhelmed. It’s easy for them to feel like just another entry on the assembly line. But what if healthcare could be different? Dr. Susie Kane, Mayo Clinic’s first Chief Patient Experience Officer, is proving that it can. She joins us in this episode to discuss the initiatives that are transforming patient care at Mayo Clinic. Known for excellence in patient care, Mayo Clinic’s vision is to “provide an unparalleled experience as the most trusted partner for healthcare.” In addition, the Mayo Clinic’s mission is “Inspiring hope and promoting health through integrated clinical practice, education and research.” According to Dr. Kane, the formula for great healthcare is warmth and competence. It sounds simple, but there’s a catch: warmth comes first. When patients perceive that a doctor is caring and empathetic, they’re more likely to trust and comply with treatment plans. It takes more than being good at your job but also about showing you care. Even small gestures, like knocking on a door before entering or explaining a procedure in plain language, can build trust. Guided by these aims, Mayo Clinic partnered with Fidelum Health to determine the impact of HUMAN Brand® insights in building lasting patient relationships through warmth, competence, hope, trust, and belonging. Tune in to the full episode for the full story of how the Mayo Clinic is putting patients first and building lasting relationships. Key Takeaways Introduction (00:00) Dr. Kane’s personal journey and its impact on her career (02:29) Warmth and competence as drivers of patient trust (13:18) The value of small, compassionate actions in patient interactions (18:09) Innovations in environmental design for patient comfort (20:27) Supporting clinicians with scripting and tools (25:15) Advice for healthcare leaders on improving patient satisfaction (27:02) Free-text surveys for actionable patient feedback (29:42) The importance of how clinicians make patients feel (34:34) Additional Resources Case Study Building Patient Relationships at Mayo Clinic: https://fidelumhealth.com/how-mayo-clinic-is-building-lasting-patient-relationships/ Fidelum Health and Mayo Clinic Collaborative: https://fidelumhealth.com/collaborative/ The HUMAN Brand Book Executive Summary: https://fidelumhealth.com/wp-content/uploads/2022/11/Executive-Book-Summary-of-The-HUMAN-Brand.pdf Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/ Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/ ---- Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/ Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/
Is AI the key to solving healthcare’s biggest challenges? Imagine a world where healthcare is more accessible, less expensive, and far more personalized. It sounds like a dream, right? With the recent explosion of AI tools and capabilities, we’re inching closer to making that dream a reality. In this episode, we talk with Gianluca Mauro, AI expert, Founder of AI Academy, and author of From Zero to AI: Practical Approaches to AI in Healthcare. He shared insights into how generative AI is shaking up the healthcare industry—and why we should all pay attention. AI’s potential in healthcare is vast. One area where it’s already proving invaluable is in reducing clinician workload. Enter AI-powered tools. They can handle administrative burdens and give healthcare providers back their most precious resource: time. But the benefits don’t stop at efficiency. AI is making strides in diagnosis as well. Gianluca mentioned studies showing that GPT-4, with proper prompting, is more accurate than some specialized medical AI tools—and even more accurate than the average physician in diagnosing certain conditions. Tune in and learn how AI can humanize healthcare and improve care quality. This episode is brought to you by Feedback Now, an innovative partner dedicated to enhancing patient experiences through real-time data analytics. Key Takeaways Introduction of Gianluca Mauro (00:00) Generative AI: What It Can and Can’t Do (05:13) Healthcare Costs and AI's Potential (11:51) Gianluca’s First AI Project in Healthcare (15:47) The Role of AI in Democratizing Healthcare (22:57) Balancing AI and Human Touch in Patient Care (28:28) Advice for Healthcare Leaders on AI Implementation (32:34) Final Thoughts and Favorite Quote (41:19) Additional Resources Gianluca's consulting and training platform AI Academy: https://www.ai-academy.com Zero to AI – Gianluca's book on AI basics Gianluca Mauro LinkedIn: https://www.linkedin.com/in/gianlucamauro/ Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/ Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/ ---- Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/ FeedbackNow - Easily collect and analyze real-time inputs from People, Processes, and Places to Optimize your Operations: https://www.feedbacknow.com/ Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/
Generative AI is transforming healthcare, empowering patients and clinicians to collaborate like never before. In this episode, Chris Malone speaks with Dr. Robert Pearl, author of ChatGPT MD, about how AI tools are driving a shift toward prevention-focused, value-based care. Dr. Pearl, a thought leader and former healthcare executive, explains how AI can tackle chronic disease management, reduce costs, and restore human connection in patient care. Dr. Pearl dives into the practical applications of AI, from wearable devices to empathetic patient communication. We also discuss overcoming barriers like privacy concerns and fee-for-service incentives. Tune in to discover how generative AI is reshaping medicine and why it’s a game-changer for clinicians and patients alike. This episode is brought to you by Feedback Now, an innovative partner dedicated to enhancing patient experiences through real-time data analytics. Key Takeaways Introduction (00:00) Dr. Robert Pearl's career journey (02:50) Impact of technology on healthcare (03:51) Exploring generative AI in healthcare (08:10) How generative AI will drive down the cost of healthcare (13:01) The role of AI in enhancing patient care (18:06) Addressing privacy and security concerns (27:31) Empathy and human connection in AI (39:20) Closing remarks and final thoughts (44:28) Additional Resources The Official Site of Robert Pearl, MD: https://robertpearlmd.com/ Buy the book - ChatGPT, MD: How AI-Empowered Patients & Doctors Can Take Back Control of American Medicine: https://www.amazon.com/dp/B0CWCV9DVZ Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/ Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/ ---- Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/ FeedbackNow - Easily collect and analyze real-time inputs from People, Processes, and Places to Optimize your Operations: https://www.feedbacknow.com/ Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/