Speaking Of Show & Making Healthcare Work for You

Knowing Who to Call, When to Call, Where to Call, Patient PAL’s Advantage: Interview with Jack London, CEO

Patient PAL Founder and CEO, Jack London, is proud to offer his company’s advocacy services directly to consumers. In this new offering, everyone has access to the HIPAA-compliant concierge service. 

 

Jack tells us that the advantage of Patient PAL is that the know where to call, who to call, and when to call, all on your behalf. Healthcare is complicated, and sometimes scary, but advocacy services like Patient PAL help guide consumers through the waters, handling everything from claims negotiation to managing a new diagnosis, or even help choosing skilled nursing facilities. 

 

Check out this interview with Jack London, where he shares how the concierge service works to serve clients. 

 

Purchase a Patient PAL membership: https://www.patientpalmembership.com

 

Learn more about Patient PAL: https://www.patientpal.org 

 

Connect with Jack London: https://www.linkedin.com/in/jack-g-london/ 

 

Topical time codes: 

1:18 - How to prioritize

5:07 - How Patient PAL advocates for clients 

10:07 - The personal connection

12:13 - HIPAA Consent 

14:10 - Advocacy 

19:54 - Who’s using Patient PAL

__________________________

Thanks to the following organization for supporting the Making Healthcare Work for You mission.

 

Informed Consulting works with insurance carriers, digital health companies, insurtech organizations, and venture capital firms to drive distribution solutions in the employee benefits ecosystem.

They help companies reach revenue potential, confidently navigate a complex ecosystem, and position benefit ecosystem innovations for more efficient growth.

 

Visit https://www.informed.llc to learn more.

Living and Leading with Love - Interview with Dr. Peter Pronovost, Chief Quality and Clinical Transformation Officer, University Hospitals

Dr.  Peter Pronovost, Chief Quality and Clinical Transformation Officer, University Hospitals, is living and leading with love - and working to ensure all 35,000 University Hospitals employees feel inspired and empowered to live the mission, reaching the highest levels of patient safety, quality, and to do zero-harm.

 

Peter is a world-renowned expert on patient safety, reducing infections in the use of central lines, and he uses checklists and processes to ensure patient safety. 

 

Now he’s found a way to operationalize love, which he says uplifts and connects us all,  and  it’s leading to incredible results, like reducing surgical length of stay from  6.8 days to  1.8  days, and reducing annual medicare expenditures over 3 years by 33%!  

 

Check out the full interview to hear the full conversation. 

 

Learn more about  Peter:  https://www.uhhospitals.org/about-uh/leadership/uh-system-leadership/peter-pronovost 

 

Learn more about University Hospitals: https://www.uhhospitals.org 

 

Topical time codes:

1:00 - Focusing on love and quality leads to results 

3:58 - Reducing infections & living and leading w/ love

7:22 - Do zero harm

10:08  -  Helping people see what’s inside of them

12:25 - Love, sense of awe, resolving separations

18:58 - Love buoys you

20:31 - Results 

__________________________

Thanks to the following organization for supporting the Making Healthcare Work for You mission.

 

Informed Consulting works with insurance carriers, digital health companies, insurtech organizations, and venture capital firms to drive distribution solutions in the employee benefits ecosystem.

They help companies reach revenue potential, confidently navigate a complex ecosystem, and position benefit ecosystem innovations for more efficient growth.

 

Visit https://www.informed.llc to learn more.

People Follow People, Not Information - Creating Behavioral Change Through Community: Interview with David Hoke, Head Of Customer Experience & Well-Being, RightMove Health

David Hoke, Head of Customer Experience & Well-Being at RightMove Health, shares how he’s helped inspire positive behavioral change by building communities.  

 

He has vast experience from Walmart, to Yum Brands, and most recently Thrive Global, and says people follow people, not information. David told us that people  are inspired by the stories people share rather than by the “expert model.”  

 

Check out this interview to learn more from David about how organizations can help those on their team make true change to improve their well-being. 

 

He shares so many insights, including why he thinks it’s a mistake to anchor company wellness/well-being programs to employee benefits. 

 

Connect with David: https://www.linkedin.com/in/david-hoke/ 

 

Learn more about RightMove Health: https://www.rightmovehealth.com 

 

Topical time codes:

1:18 - Helping people make behavioral change

3:40 - Inspiring others through stories

5:38 - One better choice per day

9:50 - Pain is a  habit-anchor

12:16 -  Building  a community while working at Walmart

14:02 - Results, networks, and the halo effect 

16:31 - Derivative  outcomes

19:17 - Components of a program

20:23 - Outlook of the future of employee well-being

__________________________

Thanks to the following organization for supporting the Making Healthcare Work for You mission.

 

Informed Consulting works with insurance carriers, digital health companies, insurtech organizations, and venture capital firms to drive distribution solutions in the employee benefits ecosystem.

They help companies reach revenue potential, confidently navigate a complex ecosystem, and position benefit ecosystem innovations for more efficient growth.

 

Visit https://www.informed.llc to learn more.

Recognize, Reward, & Reinforce: Adding Love, Empathy, and Compassion in Healthcare: Interview With Dr. Gene Scioscia & Barb Bobula, Allegheny Health Network

Operationalizing love, compassion, and empathy isn't something you hear about often - especially in health systems. But, at  Allegheny Health Network, that's exactly what Dr. Gene Scioscia and Barb Bobula help their teams do.  

In this interview, Dr. Scioscia, Chief Patient Experience Officer at AHN, and Barb Bobula, VP of Patient Experience at AHN, share how adding love in  healthcare helps with everything from  burnout to  resilience, and improved patient experience. 

Some of the highlights are the importance of:

• Making connections with people
• Peer support
• Learning how to recognize, reward, and reinforce loving behaviors

Check out the interview to hear the full conversation. 

Learn more about AHN:

https://www.ahn.org

Topical time codes:

1:08 - (Barb) Operationalizing Love

4:13 - (Gene) Love is the ultimate expression of empathy and compassion

6:07 - (Gene) Relationship-Centered Communication

8:07 - (Gene) Increase in "Rate the Provider" scores

9:22 - (Barb) What love looks like

11:41 - (Gene) Recognize, Reward, Reinforce 

14:24 - (Gene) How to reward people 

16:55 - (Barb) Love creates the tension needed for change

19:42 - (Gene) It's more than a metric - it's what defines you 

__________________________

Thanks to the following organization for supporting the Making Healthcare Work for You mission.

Informed Consulting works with insurance carriers, digital health companies, insurtech organizations, and venture capital firms to drive distribution solutions in the employee benefits ecosystem.

They help companies reach revenue potential, confidently navigate a complex ecosystem, and position benefit ecosystem innovations for more efficient growth.

Visit https://www.informed.llc to learn more.

Living the Platinum Rule & Providing Free Medications to the Underserved: Interview with Ritesh Shah, Founder of Ritesh Shah Charitable Pharmacy

For Pharmacist Ritesh Shah, not much fuels him more than serving those in need. Twice named Pharmacist of the Year, he is constantly striving to do more to increase his impact. 

 

After tragically losing his sister during the pandemic, he was inspired to create Ritesh Shah Charitable Pharmacy in NJ in her honor. Ritesh tells us that running the pharmacy is a family affair - he, his wife, and his children all volunteer time to keep the pharmacy running. Equally impressive, the charitable pharmacy is personally funded by Ritesh and his family, as well as donations from family and friends. 

 

Since opening in April 2022, they’ve provided more than $250,000 in free medications. Because Ritesh lives by the “Platinum Rule” - which he explains in the interview - he not only provides medications to patients, but also partners with other community organizations to help meet other basic needs of his patients - providing the help before they need to ask for it.

 

This is one of the most inspiring stories we’ve shared on our show, and it’s a can’t-miss! 

https://youtu.be/lE47w6AXXMs  

 

Learn more about Ritesh Shah Charitable Pharmacy: https://rscprx.org

 

Connect with Ritesh Shah: https://www.linkedin.com/in/ritesh-shah-08998993/ 

 

You can also listen to the interview in podcast form:

 

Apple podcast link: 

https://podcasts.apple.com/us/podcast/speaking-of/id1549592446  

 

I Heart podcast link:

https://www.iheart.com/podcast/269-speaking-of-76708275/#  

 

Spotify podcast link:

https://open.spotify.com/show/1g2LUGr0SzxbBmSHB3FHyL?si=PNO79sBOReGXQJu_CrsJEg

 

Topical time codes:

00:44 - Founding the pharmacy 

2:33 - Losing his sister

5:39 - Opening on Good Friday and the stars aligning

9:44 - Helping people in the community 

13:33 - 2x Pharmacist of the Year

15:55 - Saving a patient’s life

20:01 - The Golden Rule vs The Platinum Rule

24:24 - Community impact 

__________________________

Thanks to the following organization for supporting the Making Healthcare Work for You mission.

 

Informed Consulting works with insurance carriers, digital health companies, insurtech organizations, and venture capital firms to drive distribution solutions in the employee benefits ecosystem.

They help companies reach revenue potential, confidently navigate a complex ecosystem, and position benefit ecosystem innovations for more efficient growth.

 

Visit https://www.informed.llc to learn more.

Self-Awareness, Empathy, & Accountability in Healthcare Leadership: Interview w/ Quint Studer, Co-Founder, Healthcare Plus Solutions Group

For decades, Quint Studer, Co-Founder of Healthcare Plus Solutions Group, has successfully lead healthcare organizations, and worked with other healthcare leaders to help them reconnect to their purpose, and improve outcomes. 

 

Quint says often inexperience and being asked to do too much can be big concerns for those in healthcare leadership. He told us that around 25% of healthcare leaders are relatively new to their roles, while the hourly hires have been in their positions for a longer duration - and have seen several leadership changes - making buy-in challenging. 

 

By providing training to these leaders on how to narrow the scope and make things doable, helping them with replenishment exercises, as well as harnessing the leaders’ self-awareness, empathy, and accountability, remarkable things are possible. 

 

Check out the full interview with Quint to hear more about how his approach is helping to transform healthcare.

 

Connect with Quint Studer: https://www.linkedin.com/in/quint-studer/

 

Learn more about Healthcare Plus Solutions Group: https://healthcareplussg.com 

 

Link to Quint’s books, including The Calling: https://healthcareplussg.com/resources/books/ 

 

Topical time codes:

00:53 - Misdiagnosing leadership

5:03 - Narrowing the scope, making things doable

12:50 - Battery level/replenishment

14:23 - Assessment tools for what is doable

18:21 - Outcomes

22:53 - Expectations 

24:26 - Self-awareness of senior leaders 

26:39 - Recognition in day-to-day work

 

__________________________

Thanks to the following organization for supporting the Making Healthcare Work for You mission.

 

Informed Consulting works with insurance carriers, digital health companies, insurtech organizations, and venture capital firms to drive distribution solutions in the employee benefits ecosystem.

They help companies reach revenue potential, confidently navigate a complex ecosystem, and position benefit ecosystem innovations for more efficient growth.

 

Visit https://www.informed.llc to learn more.

 

Making Connections & Cutting Costs: Interview with Dr. Marc Schiffman, Co-Founder, VoiceLove

In this inspiring interview, Marc Schiffman, MD, Co-founder of VoiceLove and Co-Executive Director WCM Fibroid Center, Weill Cornell Medicine, shares the story of why and how he co-founded #VoiceLove during the #covid19 #pandemic. 

VoiceLove is a HIPAA compliant walkie-talkie with an accompanying app that allows family and friends to securely communicate with their loved ones who are hospitalized.

The mission is deeply personal to Dr. Schiffman, who lost his mother to covid. While hospitalized, she also experienced #delirium, something he says 75% of ICU patients experience. 

One of the best ways to treat delirium is through #familyengagement. But, during the pandemic, especially in the early days, many patients were isolated in the ICU. It was devastating for the patients and their families.

Delirium is also tremendously costly to the healthcare system.  

Check out this interview with Dr. Schiffman to learn how VoiceLove is simultaneously connecting patients and families, while also control healthcare costs. 

https://youtu.be/EdAnIFCARvs

Connect with Dr. Marc Schiffman: https://www.linkedin.com/in/marc-schiffman-md-81943615/ 

Learn more about VoiceLove: https://www.voicelove.com 

Topical time codes:

1:03 - Creating VoiceLove

5:04 - The technology

7:26 - The power of voice to heal

9:16 - Communicating/the user experience 

12:11 - Delirium and family engagement 

15:00 - Using NIH grant to combat delirium

16:29 - What is VoiceLove communicating

18:06 - The hope for VoiceLove’s legacy

__________________________

Thanks to the following organization for supporting the Making Healthcare Work for You mission.

Informed Consulting works with insurance carriers, digital health companies, insurtech organizations, and venture capital firms to drive distribution solutions in the employee benefits ecosystem.

They help companies reach revenue potential, confidently navigate a complex ecosystem, and position benefit ecosystem innovations for more efficient growth.

Visit https://www.informed.llc to learn more.

Strengths & Engagement: How To Give Your Strengths Away To Benefit Others & Thrive. Interview With Mike McDonald, Senior Workplace Consultant, Gallup

There’s only a 1 in 34-million chance that you and those around you will have the same top 5 in the same order on Gallup’s CliftonStrengths assessment. 

 

Knowing and understanding how to use those strengths to bring out the best in you, while also giving your strengths away to benefit others, is tremendously useful. 

 

The ability to capitalize on your strengths and the strengths of those around you can help you build relationships, trust, and collaboratively find success. 

 

In this enlightening interview, we talk to Mike McDonald, Senior Workplace Consultant at Gallup, about a spectrum of things, including: 

 

• How to use data once you have it
• How the strengths assessment can lead to success
• Create meaningful work
• How having a best friend at work leads to better workplace engagement

 

Don’t miss this interview, it’s a great one! 

 

Connect with Mike McDonald: https://www.linkedin.com/in/mike-mcdonald-ph-d-4838211/ 

 

Learn more about the CliftonStrengths assessment: https://www.gallup.com/cliftonstrengths/en/252137/home.aspx 

 

Learn more about Gallup: https://www.gallup.com/home.aspx

Topical time codes:

00:35 - Data - what are you doing with it

2:05 - CliftonStrengths assessment

5:00 - Optimizing strengths

8:02 - Growth mindset and strength

10:58 - Is there an equation for strengths success

14:28 - Meaningful work

18:46 - Strengths as a relational shortcut

23:07 - Strengths and engagement - having a best friend at work

26:57 - Trust 

 

__________________________

Thanks to the following organization for supporting the Making Healthcare Work for You mission.

 

Informed Consulting works with insurance carriers, digital health companies, insurtech organizations, and venture capital firms to drive distribution solutions in the employee benefits ecosystem.

They help companies reach revenue potential, confidently navigate a complex ecosystem, and position benefit ecosystem innovations for more efficient growth.

 

Visit https://www.informed.llc to learn more.

Friend at 4am - How AI Mental Health App Wysa is Helping Its Users, Interview with Chaitali Sinha, Head of Clinical Dev & Research

Chaitali Sinha joined Wysa after spending years as a psychologist working in childhood trauma. She says she was looking for a way to continue her work, but outside of a clinical setting. 

 

Wysa is an AI-based mental health app that support its 6-million users across 95 countries through a chatbot that uses free text to understand the users’ concerns and help them work through the issue in a conversational way. 

 

Chaitali says Wysa is like a friend at 4am - always there and ready to help. 

 

In this enlightening interview she shares how the app supports its users, shares how it builds trust, and talks about some of the outcomes and guardrails in place to ensure proper care in an anonymous and empathetic way.

 

*note that at the time of recording, Chaitali was the Head of Clinical Development and Research, but recently became the SVP of Healthcare and Clinical Development.

 

Connect with Chaitali: https://www.linkedin.com/in/chaitali-sinha-43667527/ 

 

Learn more about Wysa: https://www.wysa.com 

 

You can also listen to the interview in podcast form:

 

Apple podcast link: 

https://podcasts.apple.com/us/podcast/speaking-of/id1549592446  

 

I Heart podcast link:

https://www.iheart.com/podcast/269-speaking-of-76708275/#  

 

Spotify podcast link:

https://open.spotify.com/show/1g2LUGr0SzxbBmSHB3FHyL?si=PNO79sBOReGXQJu_CrsJEg

 

Topical time codes:

00:30 - About Wysa

1:45 - Joining Wysa

4:52 - How AI is a friend at 4am

6:20 - Patient story

7:49 - Therapeutic alliance between user and Wysa

10:43 - Building trust 

13:48 - The Wysa technology

16:27 - Sharing data about employee wellness 

19:18 - Improvements in depression and anxiety

20:51 - Empathy, prioritizing what to respond to

21:59 - Conversational testing

22:39 - Wysa is an adjunct to therapy

24:15 - Personal satisfaction from the work

__________________________

Thanks to the following organization for supporting the Making Healthcare Work for You mission.

 

Informed Consulting works with insurance carriers, digital health companies, insurtech organizations, and venture capital firms to drive distribution solutions in the employee benefits ecosystem.

They help companies reach revenue potential, confidently navigate a complex ecosystem, and position benefit ecosystem innovations for more efficient growth.

 

Visit https://www.informed.llc to learn more.

Values-based, Relationship-Centered Care: Putting Love Into Healthcare, Interview with Tom Dahlborg

Tom Dahlborg has worked in healthcare for more than 40 years, and says he has seen the power that compassion, empathy, and love have to positively transform care.

 

As the President and CEO of Dahlborg HealthCARING Leadership Group, he’s teaching leaders how to use love and compassion alongside science and evidence. 

 

In this interview we talked to Tom about how compassion and love became such an important part of his mission, about relationship-centered care, values-centered care, and how to avoid making processes meant to improve healthcare from becoming just another box to check.

 

Connect with Tom: https://www.linkedin.com/in/thomasdahlborg/

 

Learn more about : https://dahlborghlg.com

 

You can also listen to the interview in podcast form:

 

Apple podcast link: 

https://podcasts.apple.com/us/podcast/speaking-of/id1549592446  

 

I Heart podcast link:

https://www.iheart.com/podcast/269-speaking-of-76708275/#  

 

Spotify podcast link:

https://open.spotify.com/show/1g2LUGr0SzxbBmSHB3FHyL?si=PNO79sBOReGXQJu_CrsJEg

 

Topical time codes:

00:49 - Where Tom’s passion for compassion originated

4:34 - How the provider benefits by providing compassionate care

7:11 - Why love and compassion aren’t present in healthcare

10:12 - Relationship-centered care has become transactional

13:56 - Was there ever humanity in healthcare?

18:37 - Values-based care

22:26 - Most important thing needed for change

__________________________

Thanks to the following organization for supporting the Making Healthcare Work for You mission.

 

Informed Consulting works with insurance carriers, digital health companies, insurtech organizations, and venture capital firms to drive distribution solutions in the employee benefits ecosystem.

They help companies reach revenue potential, confidently navigate a complex ecosystem, and position benefit ecosystem innovations for more efficient growth.

 

Visit https://www.informed.llc to learn more.