Outside the Patient's Door

In this season of Outside the Patient’s Door, our guests shared how they’re tackling the ever-changing healthcare demands. The season was full of great ideas, stories, and advice, so before we close this chapter, we want to reflect on our guests' wisdom. We’ll revisit three key themes that emerged throughout the season: serving the community, incorporating positivity, and improving performance. In this episode, you’ll hear about: Helen Johnson Sparrow Eaton HospitalNeil ThornburyT.J. Regional HealthCleveland FrancisInova Heart and Vascular InstitutePatty Hillis-ClarkDevereux Advanced Behavioral HealthJennifer KrippnerInstitute for Healthcare ExcellenceJordan VoigtGenesis Medical Center - DavenportDavid RahijaNorthshore University HealthSystemKyle KellumCherry County HospitalMark BoucotGarrett Regional Medical CenterPotomac Valley Hospital

From cardiologist to professional musician to DEI advocate, Dr. Cleveland Francis’ experience runs the gamut. Throughout his career, he’s experienced the highs and lows of both the music industry and the medical field. In this episode, he shares his story of running a successful multicultural cardiology practice for over four decades – with a quick stint as a professional musician. Dr. Francis sheds light on the importance of patient personalization, combating racism and bias in healthcare, and the power of building trust and empathy with patients. He also discusses his own struggles and how a record contract saved him from the stress of medicine. Press play to hear Dr. Francis’ insights and learn how Inova Health System is leading the way in addressing social and racial issues in healthcare. On this episode, you’ll hear: Dr. Cleveland FrancisInova Heart and Vascular Institute

Good healthcare is all about caring for people holistically. It involves connecting with patients and engaging their support systems to optimize both physical and emotional outcomes. In this conversation, Neil Thornbury, CEO of T.J. Regional Health, shares the importance of relationships in all areas of healthcare – between patients and providers, patients and their loved ones, and between fellow team members. Neil also unpacks the lessons he learned from the pandemic, shares what factors influence employee engagement, and discusses the role of technology in healthcare. On this episode, you’ll hear: Neil ThornburyT.J. Regional Health

Establishing a clear mission for your staff is key to providing safe patient care. When your team knows what they need to accomplish and feels empowered to do so, high quality care will naturally follow. In this conversation, Mark Boucot, President and CEO of Garrett Regional Medical Center and Potomac Valley Hospital, shares how he’s hardwired safety into his team’s operations. Under his leadership, they’ve become a Top 20 Hospital as recognized by the National Rural Health Association. As you listen, you’ll learn how to create a culture of safety for both staff and patients by implementing programs like peer support, frontline staff councils, and employee recognition. On this episode, you’ll hear: Mark BoucotGarrett Regional Medical CenterPotomac Valley Hospital

The pandemic highlighted the importance of mental health, especially in children and adolescents. Many wrestled with anxiety and depression during lockdowns, and the struggle continued even after we returned to a sense of normalcy. In this conversation, Pattie Hillis-Clark, Executive Director at Devereux Advanced Behavioral Health, discusses how the pandemic affected the mental health of young people and what healthcare leaders can do to equip patients and families to achieve positive outcomes. She shares the challenges in the mental healthcare system, the unique stressors facing children today, and the importance of involving families in mental health. On this episode, you’ll hear: Pattie Hillis-ClarkDevereux Advanced Behavioral Health

In this season of Outside the Patient’s Door, we’re exploring innovative solutions to challenges healthcare leaders are facing today. We’ve touched on a variety of topics so far, from the importance of psychological safety to engaging your community. We’ve been lucky to sit down with top healthcare leaders who have graciously shared their insights with us. In addition to the conversations you’ve been hearing, we also asked our guests to share the most important thing leaders can tackle for their organizations and the future of healthcare. In this episode, we’re sharing their answers. In this episode, you’ll hear about: Helen Johnson Sparrow Eaton HospitalJennifer KrippnerInstitute for Healthcare ExcellenceDavid RahijaNorthshore Skokie HospitalKyle KellumCherry County HospitalJordan VoigtGenesis Medical Center - DavenportPatty Hillis-ClarkDevereux Advanced Behavioral HealthMark BoucotGarrett Regional Medical CenterPotomac Valley HospitalNeil ThornburyT.J. Regional HealthCleveland FrancisInova Heart and Vascular Institute

The happiness of your staff matters. It impacts their quality of life, and it also affects your patients’ outcomes and the effectiveness of your organization. Jordan Voigt, President of Genesis Medical Center - Davenport, is a firm believer in the power of investing in your team’s happiness. Since taking on his current role, he’s prioritized training to equip his staff with a shared vision, common language, and tools for handling challenges. As you’ll hear, the results of this commitment to happiness speak for themselves.

Healthcare systems can be a powerful force for good in their communities, and the impact has the potential to reach far beyond physical health. When operated intentionally, local hospitals can provide economic stimulation, resources for social and emotional wellbeing, and steady jobs. Helen Johnson, President of Sparrow Eaton Hospital, explains how her team has contributed to the flourishing of their community. She shares the creative strategies her healthcare system has used to meet the unique needs of its town. Through Helen’s story, you’ll see the ripple effect of leaders who put their communities first.

If you could provide improved patient outcomes while lowering your costs and increasing staff morale, you’d do it in a heartbeat, right? Dave Rahija, President of Northshore Skokie Hospital, found that centralizing specialties in your healthcare system can be a win-win-win. It allows your care teams to develop confidence and expertise, you to incur lower costs, and your patients to receive better care. In this conversation, Dave discusses how to decide whether to centralize care. He also addresses how to approach accountability according to your system’s structure, and how to leverage the benefits of both centralized and decentralized care within a single healthcare system.

In high-stakes environments, it’s easy to focus on what can go wrong. Our natural instinct is to prevent harm, but dwelling on risks takes our attention away from what really matters in healthcare—relationships with our patients. Jennifer Krippner, Chief Experience Officer at the Institute for Healthcare Excellence, explains that human-centered care begins with relationships. If we’re constantly scanning our environments for signs of danger, we’ll miss opportunities to develop relationships and create a positive experience for our patients. In this conversation, Jennifer discusses the connection between positivity and human-centered care and shares practices for hardwiring positivity into your workday.

Creating a psychologically safe environment for your staff has a direct impact on patient safety and outcomes. When team members feel mentally and emotionally safe, they express their ideas and concerns without fear. They feel empowered to speak up to prevent critical errors at the bedside and share fresh perspectives in team meetings. In this conversation, Kyle Kellum, CEO of Cherry County Hospital, shares how he’s developed a psychologically safe environment for his team and the effects it’s had on patient care.

In this season of Outside the Patient’s Door, our guests shared how they’re tackling the ever-changing demands of healthcare. Each conversation was full of great ideas, stories, and advice, so before we close this chapter, we want to reflect on the wisdom they shared. We’re revisiting three key themes that emerged throughout the season: effectively executing your strategy, caring for the community, and going above and beyond for patients.

Attracting staff in today’s talent market requires thinking outside the box. Throughout this season, we asked our guests how they’re getting creative to find the team members they need. In this episode, we’re sharing their answers to help you attract and retain great staff.

Transforming a healthcare system is no small task, but it’s a worthwhile journey. Dr. Christopher O’Connor, President of Inova Heart and Vascular Institute, saw this firsthand when he began leading in a new environment. Affecting change requires alignment on mission and vision, releasing control for the greater good, and – above all – time. His past success helped him cast a compelling vision for his new team. With the support of his staff, he shifted the culture, adjusted hospital governance, and implemented a leadership academy. Gradually, he saw his small community hospital transform into a leader in cardiovascular care.

If you want to be a leader whose vision withstands waves of change, you’ll need one critical skill — adaptability. Brian Lawrence witnessed this firsthand when he became the CEO of Coffeyville Regional Medical Center in 2019, right before the world turned upside down. Joining the team with a fresh set of eyes, Brian was ready to execute a new strategic plan. And then, everything changed. In this conversation, Brian shares how his plans pivoted in response to the pandemic, how he adjusted his leadership style, and how he saw his team shine as they care for patients. As you listen, you’ll learn how to set goals that remain relevant through unpredictable circumstances, how to support your team in a demanding time, and how to bend without breaking.

Healthcare requires sensitivity and intentionality, but some hospitals go above and beyond caring for their patients. Dr. Jian Zhang is the CEO of Chinese Hospital in San Francisco, where patients are provided with culturally-informed care, including multilingual staff and food from their native culture. In our conversation, Dr. Zhang shares how her team accommodates the needs of their patients and how they brought care to the community in the midst of the COVID-19 pandemic. Dr. Zhang is living proof that preparation, education, and collaboration are some of a leader’s most powerful tools. Through her story, you’ll learn how to stay calm and recognize opportunities in the face of crisis.

If you treat people like a process, they feel it. There's no shortage of hospitals or businesses that have a great facilities, and the right processes in place, but if you don’t treat employees like human beings, all of that is worthless. In this episode, James Cox, CEO of Arkansas Continued Care Hospital, shares some of the ways he and his team have obtained operational excellence and maintained a healthy company culture. With vulnerability as the foundation, James and his team have an organization that welcomes feedback, innovation, and change.

Rio Grande Hospital in Del Norte, Colorado serves a population of 10,000 people in the wintertime, but in the summer, that population increases to 30,000 due to vacationing Texans. Beyond the need to make sure they’re serving patients well is the need for prioritizing inclusivity and breaking down barriers so everyone has equal access to care. Language is a large contributer to those barriers, but even fear of prejudice is something that has to be addressed. In this episode, CEO Arlene Harms shares a story about what inclusion has meant for her hospital and how it has changed her perspective as a whole. Along the way, you’ll also learn about their plans for building healthier spaces for healing, no matter where patients come from.

No one wants to be readmitted to the hospital. Not the patients and not the nurses and doctors who take care of them. Despite those wishes, approximately one in five patients are readmitted to the hospital within 30 days of discharge. What are the steps hospitals need to take to reduce this number effectively? In this episode, David Berger, CEO of University Hospital at SUNY Downstate Medical Center, first shares why a hospital should work to reduce readmissions and how University Hospital has engaged the support of the community to help them achieve this goal. On this episode, you’ll hear: [00:41] David’s path to CEO [04:09] Leading causes of hospital readmission [08:48] Measuring program success [12:34] Engaging the community in meaningful ways [16:15] Thinking outside the box

Innovation is critical for any business, but in healthcare, it really matters. The first step toward making people’s lives better starts with understanding how they behave. No matter who you are or what business you're in, understanding behavioral health is crucial, and it’s up to innovation and creative problem-solving to ensure we’re serving patients well. In this episode, Dr. Nilda Perez, a Behavioral Health Expert, and Scott Cormier, VP of Emergency Management, EC, and Safety at Medxcel, discuss ways they inspire innovation in their own organizations. You’ll learn how creativity doesn’t always mean complicated projects and that sometimes it’s the small things that make the biggest difference.