Caring for People Shouldn’t be an Afterthought: A Conversation with Marcia Donzinger
Release Date: 07/08/2024
The Art of the Warm Welcome: Measuring What Matters in Healthcare Experience
To Care is Human
Evan Steele, Founder and CEO of rater8, reinforces how first impressions shape the human experience in healthcare. From a frustrating hotel check-in in Prague to building a platform that helps healthcare organizations listen, learn, and improve in real time, Evan shares the origin story behind rater8 and the philosophy of the “art of the warm welcome.” This conversation is a practical and inspiring look at how measuring, improving, and celebrating experience can drive more consistent, compassionate care across organizations.
info_outline
AI in Healthcare Experience: Reflections from a Physician
To Care is Human
Dr. Jamie Colbert, a hospitalist at Mass General Brigham and Chief Medical Officer of Commure, joins the podcast to discuss how ambient AI is reshaping clinician presence, wellbeing, and patient trust—and what healthcare leaders must do to ensure AI enhances the human experience.
info_outline
Leading with Kindness: A Conversation on Courage and Human Connection
To Care is Human
In this episode of To Care Is Human, host Jason Wolf sits down with Anne Marie Hadley, Chief Experience Officer for New South Wales Health, to explore what it means to lead with courage, compassion, and authenticity. From her personal journey shaped by resilience and empathy to her groundbreaking work designing kindness into one of the world’s largest healthcare systems, Anne Marie shares how small acts of humanity can spark profound change. Her message is clear: be brave, be kind, and keep showing up.
info_outline
FAST Connections: Transforming Patient Experience in the ED
To Care is Human
In this episode, we sit down with Dr. Swati Mehta of Vituity and Dr. Terrance McGovern and the Director of Nursing, Robyn Dodds, from Marian Regional to talk about how they’re helping teams reconnect with the human side of emergency care. They share how a simple communication tool called F.A.S.T.—First impression, Acknowledge, Sit/Say/Slow down, and Teach-back—has strengthened teamwork, reduced burnout, and made a real difference in how patients feel seen and heard.
info_outline
Making Healthcare Simple: Data, Access, and the Power of Patient Stories with Kristen Valdes
To Care is Human
In this PX Marketplace edition of To Care is Human, Stacy Palmer speaks with Kristen Valdes, CEO of b.well, about her personal journey as a mother advocating for her daughter and how it inspired a mission to simplify healthcare. Kristen shares insights on patient rights, data transparency, and the future of digital access, highlighting how empowering people with their health information can transform the care experience.
info_outline
Shaping the Future of Human Experience with Tyler Gegen
To Care is Human
Jason Wolf sits down with Tyler Gegen to discuss his intentional path into patient experience leadership. Tyler shares how curiosity, relationships, and a focus on humanity continue to shape his work and the future of healthcare.
info_outline
The Impact of the ED Service Ambassador Program
To Care is Human
In this episode, Amy Kwiatkowski talks with Liddy Deacon of Sutter Health about their Emergency Department Service Ambassador Program. Liddy shares how ambassadors support patients and staff, foster meaningful connections, and improve care experiences across the ED.
info_outline
Leading with Love: Edison Bond on Advocacy, Resilience, and the Future of Human Experience in Healthcare
To Care is Human
Jason Wolf sits down with Edison Bond, Chief Patient Experience Officer at Episcopal Health Services, to explore his inspiring journey in patient advocacy and leadership. From personal stories of resilience to insights on love, equity, and community in healthcare, Edison shares a powerful perspective on what it truly means to elevate the human experience.
info_outline
Empathy in Motion: Growing the Next Generation of Care Through Pediatric Volunteering
To Care is Human
In this episode, we explore the unique impact of volunteer programs in a pediatric setting. Hear how proximity to a major medical school helps shape a strong student volunteer pipeline, creating early pathways to patient-centered care. Learn how volunteers support families, staff, and patients through programs in child life, the ED, and beyond—while building lasting connections and future healthcare careers.
info_outline
Words Matter: Transforming Care Through Better Communication
To Care is Human
In this episode of To Care Is Human, Terri Ipsen talks with Susan Osborne about the power of words in healthcare. Based on her PX blog, “Say this instead of,” Susan shares practical tips and real examples of how small language changes can ease anxiety, build trust, and improve patient experience. Learn how intentional communication can make a lasting difference in patient care across all healthcare settings.
info_outlineAfter a devastating diagnosis in her 20s changed the trajectory of her life, Marcia Donzinger, CEO of Vital Biz Consulting, embraced her new direction and bravely marched forward. Listen in as she discusses how culture is chemistry and the importance of helping organizations develop and nurture a culture of wellness to support employee well-being.