The Journey to Improved Healthcare Is a Collective One
The PX Community
Disrupting Patient Experience - Make a Ruckus That Makes a Difference
Last Friday, I had the pleasure of spending time – in person! – with my dear friend and remarkable individual, Kris Ann Piazza . We had scheduled her to join The PX Community for this event months ago. Since I'll be in Boston for a conference this upcoming week, I decided to head east a few days early to enjoy some quality time with Kris Ann. This allowed me to join Kris Ann in her home office for this event—a special treat.
The event was truly fantastic, mainly because Kris Ann possesses a unique gift for storytelling and public speaking. She seamlessly weaves her extensive life experiences with her decades-long career as a healthcare and leadership coach and trainer. Kris Ann's journey in healthcare has been both extensive and deeply personal. Over four decades ago, a seemingly innocent push into a pool on a sunny day when she was just twelve years old completely altered the course of her life.
Throughout her journey, Kris Ann has encountered moments in her healthcare treatment with remarkable compassion and exceptional suffering. It is heartbreaking to hear of the enduring emotionally scarring treatment she has received from those whom all patients should be able to trust explicitly. Despite it all, Kris Ann maintains a hopeful outlook on the potential for change within the healthcare system. She firmly believes that most in healthcare, even those who may have treated her poorly, are genuinely dedicated to their work. It is a shared belief between us that we can come together to build a bridge toward accessible, high-quality, and compassionate healthcare for all.
This is the nineteenth edition of Let's Make a Ruckus. This bi-weekly newsletter aims to provide you with knowledge, resources, and connections of value that support your work in healthcare. We will celebrate ruckus makers, introduce you to those doing work that makes a difference, and keep you informed of upcoming opportunities where you can let your voice be heard and make a ruckus.
Each image shared in this newsletter links to the original post. To contribute your voice to the conversation, offer a 'like' to demonstrate your support, or read the comments of others, click the image. The Ruckus Makers highlighted will appreciate your engagement with their shared view. All featured in this newsletter are individuals I encourage you to follow.
Celebrating a Ruckus Maker
Sachin H. Jain, MD, MBA is a distinguished healthcare leader and visionary known for his transformative contributions to the medical field and healthcare policy. With a wealth of experience and expertise, he has played a pivotal role in shaping the future of healthcare through innovative solutions, research, and leadership. Dr. Jain's commitment to improving healthcare access, quality, and equity has made him a prominent figure in the industry, and his work continues to inspire positive change in healthcare systems worldwide.
Dr. Jain is not shy about sharing the opportunities we have in healthcare, and he does so while also offering guidance and solutions. Here is an example of a recent post.
Link to video HERE
I reposted his original post with a message about what was shared in the video.
Dr. Sachin Jain is a ruckus maker to follow!
Don't Miss These Opportunities!
Gabe Charbonneau, MD , Todd R. Otten, MD, FAAFP and others with Medicine Forward are welcoming us to join them for an event on September 21st to learn from Gabriel Bosslet from Good Trouble Coalition.
Register HERE
Laura Cooley, PhD shared this upcoming virtual meeting that I will definitely attend. If for no other reason than to listen to what Don Berwick has to share!
Register HERE
Don't Miss These LinkedIn Posts!
Robert Pearl shares his perspective on the good, the bad, and the ugly in healthcare over the past five years with this post. He also shares what he sees for the future. J. Michael Connors MD added his thoughts, and I appreciated his comment that
Our system is designed to produce exactly what we are seeing.
Link to the article HERE
Before I share many posts identifying why we need to transform healthcare, let's share one that celebrates an example of what's right in healthcare. Thank you, Carolyn Green , for recognizing the team who did right by your father and family. For all of us - Let's make sure to recognize those who are doing so many things well.
I share in Peter Pronovost MD, PhD, FCCM 's hope and have also worked in healthcare long enough to have shed reliance on hope alone. This is a call to action for all of us, from efforts within our local communities to those at the state and federal levels. Let's have hope, and let's have actions that move hope to reality.
Link to article HERE
Approximately 25 percent of healthcare spending in the US is considered wasteful - does that surprise you? It doesn't surprise me. Thank you for sharing this information Dutch Rojas .
Rising upfront costs - through high deductible health plans - result in decreased healthcare utilization. It is better for insurance companies, but is this better for patients? No. Appreciate the information, John A. Marzano .
Link to the article HERE
Tim Frie added to what John shared in the last post. Burdensome costs of healthcare result in avoidance of healthcare usage. Definitely not a healthcare payment structure that considers the needs of the patients.
Dike Drummond MD 's post is one of a few the past two weeks that worry me - and should worry many - about the future of rural hospitals. At a time when I feel it is critial to be enhancing the availability of care in our small communities, we are greatly reducing it.
Link to the article HERE
Lonnie Hirsch also posted about the loss of rural hospitals.
Link to the article HERE
Both Grace Cordovano, PhD, BCPA and Ann M. Richardson, MBA posted about the GoFundMe campaign at a small rural hospital in Pennsylvania.
Link to article HERE
Irith Lebovich, MD offered us a challenge, and the three words shared by many offered numerous barriers to improving our healthcare system. With awareness comes the next challenge - let's remove the barriers!
This video in this post from Tobias Gilk had me mesmerized, shocked, and then pissed. So, do you think this was purely an accidental design error, or do you think the request for funds that would have ensured adequate construction designs that would ensure safety was denied to save money? Appreciate you sharing this post, Dave deBronkart .
Well, I made a bit of a ruckus the other day. The comments on this post suggested there might be an army ready to join me in taking some action. I'm ready, let's go!
Oh, Bill Staikos - GREAT post! Yes to the siloes you identified, and YES to those offered by Ilenia Vidili and Scott Gilbey .
Ok, so we have silos, and they are problematic. What do we do about this? Katie Quinney shared a post from Helen Bevan that offers useful insights. Perfectly timed!
Link to the article HERE
Veronica Markova shared an article from Sachin H. Jain, MD, MBA that I celebrated. Though I think it is vital for healthcare to partner with those external to our industry as we can learn from them. It is also important for those external to healthcare who are wishing to lend a hand that they understand where, how, and why the industry differs greatly from others.
Link to the article HERE
Matteo Trisolini 's shared video is cute and caught my attention. But let's be honest, any video with a dog will capture my attention. But the message captured my interest. A foundational step towards creating effective teamwork is for team members to extend kindness towards each other.
Recommended by LinkedIn
Kindness is a cornerstone of a positive and productive workplace environment. And kindness is free. It costs us NOTHING.
And Brian Carlson 's post fits well here, following Matteo's. Another foundational need for teamwork is respect.
Link to the article HERE
In the last two years, I have worked to create a community. A space for healthcare professionals passionate about tipping over the status quo and doing something different that will make a difference in healthcare. This has been a rewarding experience. I have learned much from David Spinks along the way, and this recent post elevated my determination to keep going.
This group of people deserves a place to call home and we're going to create a home that they will fucking love.
I heard a story this week from a coach who works for Huron. She shared that she was coaching a client on the importance of lived values. The CEO said "Those are just words," implying that identifying and stating your values to your staff, patients, and community means nothing. I suppose he is correct if they are only words on a website and displayed in marketing materials. The key missing element is lived - values that are carefully selected, effectively communicated, AND lived through our actions make a difference. Don't believe me? See what Brian Carlson shared.
Link to the article HERE
What personal actions can we take to enhance our creativity and productivity? Reduce your multitasking and stop to look out the window. Learn more by watching the short video clip of Manoush Zomorodi shared in the post from Greta Rosler .
Access the full TED talk HERE
Liz Fosslien supports what Manoush shared and adds that leaving space in your life allows the unexpected (which life offers us frequently) to find room without moving you into overwhelm and nightmarish stress.
Kristy Schmidt MN, RN, NEA-BC, CPXP, LSSGB continues the theme by sharing that kindness and compassion towards self offers significant benefit. She shared an episode of the podcast Hidden Brain where Dr. Kristin Neff , a noted psychologist, shares her experience and research.
Link to the podcast HERE
Unfortunately, Ann M. Richardson, MBA is correct. Most Patient Experience initiatives are a waste of time and money. Implemented without input from those providing direct patient care or with consideration of the other projects underway across the organization, and an added task or expected behavioral change when those being asked to make these changes are already overburdened and experiencing moral injury. We must stop with siloed efforts to improve patient experience and the push to implement "best practices" on top of a broken foundation. Appreciate Gary M. Tomcik 's support. Can we spread this further?
Swati Mehta MD, FACP, SFHM, CPXP 's post supported Ann's statement and the need for building a solid foundation that you build upon.
This study from Corey Adams explores the NPS and, more importantly, offers insights into the importance of evaluating the comments associated with detractors and promoters to understand the drivers of experience. Are you using NPS as a key performance indicator? Are you including the assessment of the associated comments to gain awareness of the experience associated with the obtained score?
Link to the article HERE
The VA has committed to improving the experience and trust of the veterans they serve. Laura Cooley, PhD offers many resources to learn more about what the VA is doing and the results they are achieving.
And we will end with a bit of humor. Thank you Peter Valenzuela, MD, MBA .
There were so many good posts these past two weeks that I have maxed the space allowed by LinkedIn for this newsletter. I may have maxed your attention as well, but in case you are interested in a few more of great value, I encourage you to check these posts out:
From Bill Staikos 🔹 HERE
From Bruce Berger, PhD 🔹 HERE
From Dave deBronkart (sharing Paula Muto, MD ) 🔹 HERE
From Dave deBronkart (sharing Corrie Painter ) 🔹 HERE
From David Dibble 🔹 HERE
From Greta Rosler 🔹 HERE
From Irith Lebovich, MD 🔹 HERE and HERE
From Katie Quinney 🔹 HERE
From Robert Bowman 🔹 HERE
From Sachin Jain, MD MPH 🔹 HERE
From Shawn Nason 🔹 HERE
From Tom Dahlborg 🔹 HERE and HERE
From Todd R. Otten, MD, FAAFP 🔹 HERE
From Veronica Markova 🔹 HERE
From Zach Smith, BSN, RN 🔹 HERE
Upcoming PXC Events
The events hosted by The PX Community offer and encourage your contribution. Ask questions, contribute your ideas, and share your knowledge. Your voice matters. Let's make a ruckus!
This year we are testing Speed Networking directly following each event. Come for the event and stay for the networking!
Event on September 22, 2023: Open Conversation – The Beryl Institute’s State of Human Experience Report
Event on September 28, 2023: HealthTalk A.I.: Changing the Way Healthcare Organizations & Patients Connect with Jerrod Ullah and Tanveer Gaibi, MD, MBA
Event on September 29, 2023: The Essentials of Data: Storytelling for Amplifying the Human Experience in Healthcare with Roseanna Galindo, ECBA, CAVS
Event on October 2, 2023: Using Motivational and Marketing Psychology to Increase Patient Compliance with Ari Ginsberg, PT, DPT, MSIOP
Event on October 12, 2023: Authenticx: Helping Healthcare Hear with Leslie Pagel and Nolan Bernard
Event on October 13, 2023: Why A Ruckus is Needed to Transform Healthcare with Tom Dahlborg , Danielle (Danie) Turpin , and Roseanna Galindo, CCBA, CAVS 📊
Event on October 26, 2023: NRC Health: Elevating Patient Experiences with Human Understanding with Jon Tanner and Toya Gorley
Event on October 27, 2023: Open Conversation: The Role of the PX Professional
To learn more about The PX Community and receive a tour, schedule time with Denise.
Join The PX Community to Make a Ruckus That Makes a Difference
Connect with Denise Wiseman, PhD, MBA, CPXP, and follow The PX Community on LinkedIn
Physician Leadership is the Key to Physician Wellbeing. Learn proven tools from our 40,000 doctor experience to lead with influence, respect, support, balance and power. My Physician Leadership Coaching Practice is Open.
1yGreat job of curation. Keep it up please. And an honor to make the list again. The collapse of US rural healthcare should not happen quietly IMHO.
3D Healthcare 💙 Kind Workflow Improvement that Heals Staff of Burnout at its Source ♦ Improved Patient Experience ♦ Improved Profitability ♦ 3D Train-the-Trainer Certification Program ♦ A Loving Organization Consortium
1yBravo, Denise. I love your creation. I feel like I'm getting the best of the best. Thank you for including me in The PX Community. 💙
Experienced Mental Health Leader. NHS employee and provides additional support to other organisations.
1yThank you for including me again (😀)
Customer Centricity Advisor & Trainer | Keynote Speaker | Author | LinkedIn Learning Instructor | HBR Advisory Council
1yThanks for the mention ☺️
Senior Director - Healthcare Experience @ HydraCor, LLC | SME, AI-infused platform
1yThank you for providing this outstanding resource. I commend you for your continued focus on helping all of us to understand and drive a stronger patient and employee experience. Best to you!