To Care is Human
Episodes
"Leap, and a Net Will Appear": Leading Teams into the Unknown
02 Mar 2026
Contributed by Lukas
In this episode, Jason Wolf sits down with Laura Wood, Executive Vice President of Patient Care Operations and System Chief Nurse Executive at Boston ...
The Art of the Warm Welcome: Measuring What Matters in Healthcare Experience
02 Feb 2026
Contributed by Lukas
Evan Steele, Founder and CEO of rater8, reinforces how first impressions shape the human experience in healthcare. From a frustrating hotel check-in i...
AI in Healthcare Experience: Reflections from a Physician
19 Jan 2026
Contributed by Lukas
Dr. Jamie Colbert, a hospitalist at Mass General Brigham and Chief Medical Officer of Commure, joins the podcast to discuss how ambient AI is reshapin...
Leading with Kindness: A Conversation on Courage and Human Connection
10 Nov 2025
Contributed by Lukas
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 explor...
FAST Connections: Transforming Patient Experience in the ED
27 Oct 2025
Contributed by Lukas
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 ...
Making Healthcare Simple: Data, Access, and the Power of Patient Stories with Kristen Valdes
06 Oct 2025
Contributed by Lukas
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 ad...
Shaping the Future of Human Experience with Tyler Gegen
29 Sep 2025
Contributed by Lukas
Jason Wolf sits down with Tyler Gegen to discuss his intentional path into patient experience leadership. Tyler shares how curiosity, relationships, a...
The Impact of the ED Service Ambassador Program
15 Sep 2025
Contributed by Lukas
In this episode, Amy Kwiatkowski talks with Liddy Deacon of Sutter Health about their Emergency Department Service Ambassador Program. Liddy shares ho...
Leading with Love: Edison Bond on Advocacy, Resilience, and the Future of Human Experience in Healthcare
02 Sep 2025
Contributed by Lukas
Jason Wolf sits down with Edison Bond, Chief Patient Experience Officer at Episcopal Health Services, to explore his inspiring journey in patient advo...
Empathy in Motion: Growing the Next Generation of Care Through Pediatric Volunteering
04 Aug 2025
Contributed by Lukas
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...
Words Matter: Transforming Care Through Better Communication
14 Jul 2025
Contributed by Lukas
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 ins...
We're all patients, or we're about to be.
23 Jun 2025
Contributed by Lukas
Jason Wolf, President and CEO of The Beryl Institute, speaks with Jennifer Bright, MPA, President of the International Consortium for Health Outcomes ...
The One Friend They Miss the Most: The Impact of Pet Interactions on Pediatric Experience
09 Jun 2025
Contributed by Lukas
When his son, Brayden, passed away due to complications from a congenital heart defect, John Otten harnessed the power of his grief into action to fou...
Reviving Humanity in Healthcare: The Power of Story-Sharing
12 May 2025
Contributed by Lukas
Join Dr. Alexi Puran and Dr. Sherry Kroll as they introduce the Humanity in Healthcare project — a groundbreaking initiative harnessing the power of...
Elevating Pediatric PX: Culture, Champions & the Power of Parent Advisors
28 Apr 2025
Contributed by Lukas
This episode explores the evolution of a pediatric Patient Experience. Dive into core values, shared ownership, and practical strategies for building ...
To Care is Human – LIVE! A Conversation with Dr. Owais Durrani
07 Apr 2025
Contributed by Lukas
Recorded live at ELEVATE PX 2025, this episode of To Care is Human features Jason Wolf and Dr. Owais Durrani. Listen in as they discuss his journey in...
Conversational AI: A New Frontier In Improving Patient Experience
17 Mar 2025
Contributed by Lukas
Israel Krush, CEO and co-founder of Hyro, sits down to discuss the emergence of artificial intelligence (AI) technology in healthcare and how it impac...
Communicating at an Elementary Level: Lessons from Young Learners
24 Feb 2025
Contributed by Lukas
Join us as Katelyn Moser, Senior Director of Patient Experience at MedStar Washington Hospital Center, shares insights from Career and Communication D...
Work-Life Balance in Healthcare: Caring for Yourself to Care for Others
03 Feb 2025
Contributed by Lukas
Achieving work-life balance is essential for overall well-being, especially in healthcare. Join us as Robert Cote, a patient advocate for the VA, shar...
Safeguarding What Matters: A Deeper Dive into Managing Patient Belongings
13 Jan 2025
Contributed by Lukas
Listen in as Gabriel Bolivar of Maui Memorial Medical Center shares how his passion for finding healthcare improvement strategies drove him to find so...
Green, Yellow, Red: Creating an Experience with Feedback Buttons
16 Dec 2024
Contributed by Lukas
Stacy Palmer, Senior Vice President and COO of The Beryl Institute, joins Steven Peltzman, CEO of FeedbackNow, to explore how their innovative feedbac...
Beyond Shiny Amenities: Markers of Quality in Essential Hospitals
18 Nov 2024
Contributed by Lukas
As Denver Health strives to become Colorado's most trusted healthcare provider, its mission is grounded in core values of respect, belonging, and resp...
Leading through Listening: A Conversation with Garrett South
04 Nov 2024
Contributed by Lukas
Join us as Garrett South, Director of Patient Experience at California Hospital Medical Center, shares his inspiring journey from fifth-grade class re...
Curiosity & Connection: A Generational Approach to Patient Care
21 Oct 2024
Contributed by Lukas
In this PX Marketplace Webinar, Jennifer Baron, CXO of NRC Health, joins us to explore how generational differences are influencing the current state ...
Enhancing Patient Experience: A Night Shift ER Doctor's Passion Project
07 Oct 2024
Contributed by Lukas
Dr. Donald Wickline of Cone Health, drawing from his experience as a nighttime emergency room physician, explores the art and science of communication...
Former Patients Who Return As Volunteers: An Expression of Gratitude
16 Sep 2024
Contributed by Lukas
Alex Seblatnigg, Director of Volunteer Services and Internal Engagement at Shepherd Center—a leading rehabilitation facility specializing in spinal ...
Broaden the Scope of What You Consider Experience
26 Aug 2024
Contributed by Lukas
Stacy Palmer, Senior Vice President & COO of The Beryl Institute, sits down with Pattie Cuen, Senior Vice President of Jarrard Inc., to discuss a rece...
A Human Experience Pioneer in Brazil
05 Aug 2024
Contributed by Lukas
Marcelo Alvarenga, CEO of ConectaEXP Brazil, joins Jason Wolf, CEO & President of The Beryl Institute to discuss his passion for education in the heal...
You Can't Go Wrong If You Do Right by the Patient
22 Jul 2024
Contributed by Lukas
Julian Manriquez, Supervisor for Hospitality Services at City of Hope, discusses how his 110-acre campus strives to provide visitors with a five-star ...
Caring for People Shouldn't be an Afterthought: A Conversation with Marcia Donzinger
08 Jul 2024
Contributed by Lukas
After a devastating diagnosis in her 20s changed the trajectory of her life, Marcia Donzinger, CEO of Vital Biz Consulting, embraced her new direction...
I've Come to Find that Anyone in Healthcare Has a "Why"
24 Jun 2024
Contributed by Lukas
After her younger brother - born with congenital defects and developmental delays - had a traumatic hospital admission experience that impacted her en...
We're Not Going to Relieve All the Anxiety, but We Can Relieve Some: The Impact of Volunteers in Healthcare
28 May 2024
Contributed by Lukas
Amy Kwiatkowski, Director of Community Experience, sits down to speak with Cheryl Call, Director of Volunteers and Language Services at Utah Valley Re...
The Value Case for Improving Human Experience in Healthcare: A Conversation with Brian Carlson and Jennifer Carron
06 May 2024
Contributed by Lukas
On the heels of the tenth anniversary release of PX Journal, Jason Wolf sits down with Brian Carlson, Vice President of Patient Experience at Vanderbi...
To Care is Human LIVE! At ELEVATE PX 2024
15 Apr 2024
Contributed by Lukas
Listen to The Beryl Institute's inaugural live podcast recorded at ELEVATE PX. Sven Gierlinger, Chief Experience Officer at Northwell Health and the 2...
"We need to be the patient in the room."
25 Mar 2024
Contributed by Lukas
Transgender activist Emily Newberry joins Director of Community Experience, Amy Kwiatkowski to share her multi-decade journey of acceptance and unders...
Get to Know Me – Connecting Volunteers with Patients
05 Feb 2024
Contributed by Lukas
Linda Fisher, Regional Director for Guest Services at UCHealth North, discusses the Get to Know Me Program, an initiative that connects volunteers wit...
We're All Emotional Beings: That's What It Is to Be Human
09 Oct 2023
Contributed by Lukas
Ben Larsen, Experience Advisor at Baylor Scott & White Health, discusses the significance of human connection and the relationships we build with pati...
Creating a Culture of Caring with Concierge Services
11 Sep 2023
Contributed by Lukas
Bill Mills, CEO of Best Upon Request, shares how offering concierge services impacts both the patient and employee experience. From running errands to...
We're All Human Beings, So Everything Is Human Experience: A Conversation with Nicole Cable, CXO CareMax
21 Aug 2023
Contributed by Lukas
From retail and hospitality to healthcare, Nicole Cable shares her professional journey that ignited a passion for the human experience. Listen as she...
"When we share our stories, there's a level of healing"
07 Aug 2023
Contributed by Lukas
When Monica Jones became a mother of children requiring complex care, she realized her calling in healthcare. Listen as she shares her family's experi...
Healthcare's Renaissance to Digital Transformation
17 Jul 2023
Contributed by Lukas
Dave Bennett, CEO of pCare, discusses the importance of embracing technology and how a digital transformation can enhance all aspects of the human exp...
Plan for a season. Stay a Lifetime.
12 Jun 2023
Contributed by Lukas
Amy Veneciano shares how she re-evaluated and reset Volunteer Services at UCSF as the waves of COVID-19 subsided. During the long pause in using volun...
No More Pizza: Moving Forward with the Basics of Experience
22 May 2023
Contributed by Lukas
Toya Golrley and Greg Makoul from NRC Health reflect on the power of three fundamentals of experience to drive innovation and improvement in healthcar...
"From Fence-Hopper to Top Doctor: A Conversation with Neurosurgeon Dr. Alfredo Quiñones-Hinojosa"
24 Apr 2023
Contributed by Lukas
Dr. Alfredo Quiñones-Hinojosa (Dr. Q.) was an impoverished teenager living in a rural Mexican village before he hopped an 18-foot fence into Californ...
A Conversation with Dr. Airica Steed, President & CEO of The MetroHealth System
27 Feb 2023
Contributed by Lukas
Dr. Airica Steed, President & CEO of The MetroHealth System, discusses the importance of representation in healthcare and how bias can negatively in...
The importance of culture in healthcare
19 Dec 2022
Contributed by Lukas
With over two decades of experience in healthcare, Dr. Karana Pierre has had the opportunity to care for patients from a variety of cultures. Listen a...
Forgive yourself for being human - A story of bipolar disorder
28 Nov 2022
Contributed by Lukas
Trisha Choi, MA, CPXP, was diagnosed with bipolar disorder at 19 and, as a result, endured many hospital stays. After a negative experience with a nur...
"I know what's on the other side of my read"
26 Aug 2022
Contributed by Lukas
Dr. Jennifer Kemp changed the way she practiced medicine as a radiologist after her husband's cancer diagnosis. Listen as she talks about the lived ex...
"My lungs on the x-ray looked like ground up glass": A COVID Recovery Story
08 Aug 2022
Contributed by Lukas
Bob Pollard was a healthy 62-year-old when he was diagnosed with COVID-19, in the hospital and unable to breathe with a high likelihood of not making ...
Zero to Hero: How to build a healthcare app that attracts users
22 Jul 2022
Contributed by Lukas
While healthcare executives and patients want more digital options, many healthcare app developers struggle to provide a platform that attracts users ...
A Conversation with Jennifer Purdy, Executive Director, Patient Experience at the Veteran's Experience Office
08 Jul 2022
Contributed by Lukas
Jennifer Purdy, Executive Director of Patient Experience at the Veteran's Experience Office shares the importance of remaining aligned with and stayin...
A Conversation with Dennis Pullin, President and CEO of Virtua Health
23 May 2022
Contributed by Lukas
Dennis W. Pullin, president and CEO of Virtua Health, shares how his organization orients to the consumer while continuing to tackle the waves of the ...
Easy to Give, Hard to Receive
25 Apr 2022
Contributed by Lukas
Risa Hanau, LCSW, is an expert in caring for those at end-of-life. She also is a natural "giver" who is quick to support a loved one in need. Facing h...
A Conversation with Alina Moran, President at Dignity Health – California Hospital Medical Center (CHMC)
21 Feb 2022
Contributed by Lukas
Alina Moran shares her story of growing up in a family that had little access to healthcare resources and how that propelled her path to leadership in...
"Brain Fog" and Overwhelm: A Long-COVID Story
07 Feb 2022
Contributed by Lukas
Mary Smith was diagnosed with COVID-19 early on in the pandemic. Since then, she has grappled with Long-COVID. In this podcast you will learn more abo...
Special Needs Child Changed My Life
03 Jan 2022
Contributed by Lukas
Jeff Cousins and his wife were excited to find out they were pregnant with their first child. 23 weeks and five days into the pregnancy, they learned ...
2021 Year in Review Reflections
20 Dec 2021
Contributed by Lukas
In this Special Edition of the To Care is Human podcast series, podcast hosts, Jason Wolf and Tiffany Christensen have a conversation looking back on ...
The Critical Integration of Patient Experience and Employee Experience
15 Nov 2021
Contributed by Lukas
Brett Brende, Vice President of Customer Engagement for Healthcare at SMG, shares how having employees who are engaged, excited and happy in their wor...
Born unhealthy, died, revived by medicine and music, now alive.
04 Nov 2021
Contributed by Lukas
Glenda Sirota lives in Chicago, is 80 years old and says she is "living her best life" after a series of extreme medical events that placed her in a c...
A Digital-first Strategy to Engaged Patients and Improved Outcomes
18 Oct 2021
Contributed by Lukas
Jeff Fallon, chairman and CEO at eVideon Healthcare, reflects on the role technology can play in meeting patient expectations for engagement and infor...
Hacking healthcare is the only way out
27 Sep 2021
Contributed by Lukas
Dr. Grace Cordovano is a board certified patient advocate with a wealth of experience navigating the US healthcare system on behalf of herself, family...
Microsoft's Commitment to Address Health Equity and Disparities
13 Sep 2021
Contributed by Lukas
Microsoft is impacting the world by empowering people and organizations through software and the power of data. Antoinette Thomas, US Chief Execut...
A Conversation with Dr. Julia Iyasere, Executive Director for the Dalio Center for Health Justice at New York-Presbyterian
16 Aug 2021
Contributed by Lukas
As healthcare continues to focus on dismantling systemic racism, the move from ideas to action must be intentional and strategic. Thought leaders like...
View from the front lines. Stepping it up for the greater good.
26 Jul 2021
Contributed by Lukas
Dr. Jim Castellone is the Chief Medical Officer for Eastern Connecticut Health Network and an ER physician who has been on the front lines of COVID-19...
Grief found my voice and improved my purpose.
21 Jun 2021
Contributed by Lukas
When Tanya Lord's son, Noah, was born she was a pathologically shy mom who had found her purpose in motherhood. After Noah died from medical error, Ta...
A Conversation with Jacqueline Herd, Chief Nursing Officer, Grady Health System
29 Mar 2021
Contributed by Lukas
Listen as Jacqueline speaks with Jason Wolf about her core leadership beliefs including clear communication and visibility/approachability of leaders....
Living beyond expectation, no barriers unbroken
08 Mar 2021
Contributed by Lukas
Jono Broad grew up with a diagnosis of bronchiectasis only to learn well into adulthood that the correct diagnosis was cystic fibrosis. How did his li...
It's an honor and a privilege to come and get a little vulnerable…
15 Feb 2021
Contributed by Lukas
Ryan Fowler "never wanted for anything" growing up but found himself self-medicating with drugs and alcohol in his teens and 20's, resulting in full-b...
A conversation with Chris Woleske, President & CEO of Bellin Health
01 Feb 2021
Contributed by Lukas
In a time of crisis, such as we have experienced in this pandemic, often what is needed is a sense of predictability, a reinforcement that "we can do ...
Terrible Healthcare System Made Me Shine
18 Jan 2021
Contributed by Lukas
Rarely is someone able to share their story with the raw honesty and deep reflection that Isabela Castro is able to in this podcast. A mom who lost he...
To Care is Human: Special Edition 2020
21 Dec 2020
Contributed by Lukas
In this Special Edition of the To Care is Human podcast series, join both podcasts hosts, Jason Wolf and Tiffany Christensen, as they have a conversat...
Let's collectively raise our voices to say, "We've had enough."
09 Nov 2020
Contributed by Lukas
"Racism is a problem with bad policy, not bad people." Dr. Brittani James cares for patients on the South side of Chicago and is a Founding Director o...
A Story of Faith, Hope and Survival
19 Oct 2020
Contributed by Lukas
Rosie Bartel is a powerful voice for patients and families. After an infection changed her life forever, she chose to share her story and help organiz...
"We all are a spider web connected to many strands"
31 Aug 2020
Contributed by Lukas
As we face the COVID-19 crisis, we also face many losses. How might we leverage what we know about grief and loss to help staff, clinicians and commun...
A Conversation with Robert Earley, President and CEO, JPS Health Network
03 Aug 2020
Contributed by Lukas
How can healthcare organizations harness their core values and find new ways of supporting each other during a COVID-19 surge? At the helm of the awar...
"We have these conversations in our living rooms"
13 Jul 2020
Contributed by Lukas
Nikki Montgomery is a certified patient advocate, patient and mother to a son with complex medical challenges. She is also a Black woman who understan...
A Conversation with James Hildreth, Ph.D, M.D., President and Chief Executive Officer, Meharry Medical College
06 Jul 2020
Contributed by Lukas
A true pioneer in medicine and a renowned immunologist, Dr. Hildreth shares the life experiences that have led him to his career and calling as well a...
A Conversation with Marsha Sinanan-Vasishta, Deputy Chief Nursing Officer, Mount Sinai Morningside
22 Jun 2020
Contributed by Lukas
This community briefing and conversation addresses health disparities in a time of crisis and beyond. Marsha Sinanan-Vasishta shed light on how the CO...
Anti-Racism and Cultural Humility: A Conversation with Dr. Ron Wyatt
15 Jun 2020
Contributed by Lukas
The time has come to be brave and have the painful conversations. Dr. Ron Wyatt is an African American physician who grew up in the Black Belt of Alab...
"When we stand together, we're smarter, stronger and more resilient than this virus will ever be."
01 Jun 2020
Contributed by Lukas
Dr. Justin Bright is a an Emergency Room Physician working at Henry Ford in Detroit, one of the areas hardest hit by the COVID-19 pandemic. He is unap...
A Conversation with Linda Knodel, Senior Vice President, Chief Nurse Executive, Kaiser Permanente
11 May 2020
Contributed by Lukas
What are the most significant challenges for nurses during this challenging time as we face the current COVID-19 pandemic? Linda Knodel speaks about s...
All Hands on Deck - Healthcare Heroism During COVID-19
27 Apr 2020
Contributed by Lukas
How do healthcare teams at a large University hospital handle daily patient care during the time of a global pandemic and immense stress? Dr. Craig Ra...
A Conversation with Shantanu Agrawal, MD, MPhil, President and CEO National Quality Forum
10 Apr 2020
Contributed by Lukas
Dr. Agrawal also delves into his thoughts for the future and the new reality we will face collectively after this crisis. Furthermore, he highlights t...
A Conversation with Sven Gierlinger, Senior Vice President, Chief Experience Officer Northwell Health
20 Mar 2020
Contributed by Lukas
How to balance the human experience in healthcare at a time of crisis? Sven Gierlinger shares his personal story and outlines his leadership plan and ...
"A Complicated Gift"
09 Mar 2020
Contributed by Lukas
Erin Moore knew her children had a 25% chance of having cystic fibrosis and, with the birth of her son 10 years ago, her family saw that statistic com...
A Conversation with Cathleen Wheatley, DNP, RN, CENP, President of Wake Forest Baptist Medical Center, System Chief Nurse Executive and Senior Vice President of Clinical Operations for Wake Forest Baptist Health
24 Feb 2020
Contributed by Lukas
Cathleen Wheatley views her leadership role as knitting, a perfect visual for how she integrates and balances priorities such as increasing acute care...
"I don't want to touch peoples' faces" (and other myths about people without sight)
10 Feb 2020
Contributed by Lukas
In this podcast, Curt shares candid thoughts on some "do's" and "don'ts" for engaging with people without sight. Some of it may surprise you, some of ...
"Bravery and Risk"
27 Jan 2020
Contributed by Lukas
Listen to this jovial conversation and explore employee engagement from a new perspective. Should we all be making deliberate choices to do things out...
A Conversation with Dr. Joanne Conroy, Chief Executive Officer and President of Dartmouth-Hitchcock and Dartmouth-Hitchcock Health
13 Jan 2020
Contributed by Lukas
Dr. Conroy wholeheartedly believes in the generosity of spirit, especially as it applies to a healthcare setting. In this episode, she depicts how emp...
"Clinging to that last, bottom eyelash..."
16 Dec 2019
Contributed by Lukas
Part 2 of our conversation with Laurie Brown Kindred dives deeper into the cancer treatments she went through, her personal reaction to a changing bod...
"Just living life and then, BOOM! I have cancer."
09 Dec 2019
Contributed by Lukas
We learn how Facebook became a powerful tool for Laurie when sharing her cancer diagnosis with friends and family. Laurie also explores how she approa...
"It's an Occupation of Life to Die"
02 Dec 2019
Contributed by Lukas
The Right to Die is a complicated and controversial topic. Kati, a passionate and loving OT, shares her story of a family asking for her guidance when...
Thanksgiving ENCORE: Running Buddies
25 Nov 2019
Contributed by Lukas
When we think about Patient and Family Engagement, we usually think of it occuring during the point of care and follow up visits. What happens when pa...
A Conversation with Senior Leadership at New York Presbyterian
18 Nov 2019
Contributed by Lukas
Engage in an in-depth exploration of how New York Presbyterian reinforces its commitment to humanizing healthcare and underlines the strategic role of...
"We're all human here."
11 Nov 2019
Contributed by Lukas
In Part 2 of this 2 part series, we find out what life is like for Lindsay after she sought care for her crippling anxiety and how she manages her men...
"In those moments, I really think I'm not going to be okay'"
04 Nov 2019
Contributed by Lukas
Part 1 of this 2 part series begins to explore the life of Lindsay, a woman who spent years struggling with severe anxiety and not knowing what to do ...
Rana Awdish: Looking Forward to PX2020 with a look back a PX2019
28 Oct 2019
Contributed by Lukas
As The Beryl Institute ramps up for another great Patient Experience Conference in 2020, we are taking a look back at memorable moments from Patient E...
A Conversation with Karen Grimley, Chief Nurse Executive, UCLA Health & Assistant Dean of Nursing, UCLA School of Nursing
21 Oct 2019
Contributed by Lukas
Learn from Karen Grimley's vast and varied experience in the field of nursing. She has unique insight, as nurses tend to look at patients holistically...
Edge of Aging Part 2: "Put air in their lungs"
14 Oct 2019
Contributed by Lukas
In part 2 of this podcast, we pick up where we left off with Nicole Clagett and Cooper Linton, the co-hosts of the Edge of Aging podcast. This time, w...
Edge of Aging Part 1: "If they offer pie, take it."
07 Oct 2019
Contributed by Lukas
Is it wrong to eat homemade pie when we visit a patient in their home? See what you think after hearing from Nicole Clagett and Cooper Linton. They st...