CX Matters

Exploring customer and patient experience in healthcare

Latest Episodes

8 episodes

The Critical Role of Linen Management in Patient Care

AJHCS TeamApr 7, 2025

In this episode of the CX Matters podcast, hosted by Cole Lyons, we delve into an often overlooked facet of patient experience: healthcare linen and laundry services. Our guest, Jason Isherwood, CEO and founder of Lynn Sites Health, shares his unique insights from over two decades of experience in the industry. The discussion covers pressing issues such as supplier regionalization, quality control challenges, and the significant impact of linens on patient experience. Jason also introduces upcom

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CX Matters

Building a "One Team" Culture in Healthcare

AJHCS TeamFeb 10, 2025

In this episode of the CX Matters Podcast, hosted by Cole Lyons from the American Journal of Healthcare Strategy, we are joined by Katelyn Moser, Senior Director of Patient Experience at MedStar Washington Hospital Center. Katelyn discusses the concept of purposeful rounding for patient experience leaders and shares her unique journey from restaurant management to healthcare. She delves into the importance of interpreter services in patient experience, the benefits of having a diverse on-site in

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CX Matters

Empowering Every Employee: How Compass One Healthcare Elevates Patient Experience from the Ground Up

AJHCS TeamJan 29, 2025

Join Cole Lyons from the CX Matters podcast as he chats with Grant Randall, National Director of Patient Experience at Compass One Healthcare. In this engaging episode, Grant shares insights into his role in enhancing patient experiences through support services like housekeeping, food, and patient transport. From his unique career journey, including his law degree and global adventures, to his deep appreciation for Columbus, Ohio, Grant provides valuable perspective on the importance of employe

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CX Matters

What's Holding Your Organization Back from Patient Satisfaction Success?

AJHCS TeamNov 14, 2024

Discover the difference between patient experience and patient satisfaction in this video. Learn what's holding your organization back from providing top-notch healthcare services. 00:00 Introduction and Guest Introduction 01:00 Brittany's Unique Master's Degree Journey 02:24 Why Choose Patient Experience Over Other Careers? 04:34 Defining Patient Experience vs. Patient Satisfaction 05:30 Personal Story: The Importance of Empathy in Patient Care 09:46 Challenges in Patient Feedback and Service

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CX Matters

Innovative Approaches to Patient and Teammate Experience: Vishal Bhalla

AJHCS TeamAug 14, 2024

In this episode of the CX Matters podcast, hosted by Cole Lyons, Vishal Bhalla, Previous Chief Experience Officer at Advocate Health, shares his insights on unifying human experience in healthcare. He discusses the scale of Advocate Health, the importance of system dynamics, and how personal experiences led him to focus on patient experience. Vishal also explains the implementation of systemic frameworks for improving clinician and patient experiences and the role of AI and data in customizing h

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CX Matters

Improving Patient Experience Through Employee Empowerment

AJHCS TeamJul 26, 2024

In this episode of the CX Matters podcast, hosted by Cole Lyons and produced by the American Journal of Healthcare Strategy, special guest Nick Destefano shares insights from his extensive background in employee experience (EX) and its impact on patient experience (PX). Nick discusses his journey from studying organizational leadership to working in higher education and eventually transitioning into the healthcare industry. He emphasizes the importance of creating a psychologically safe work env

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