Description

What if the greatest threat to healthcare isn't a broken system — it's a dehumanized one?

In this episode of Experiencing Healthcare, Jamie Preston and Your Health CEO Matt Staub wrestle with a deceptively simple idea from Harvard Business School Professor Ryan Buell: service is the business of people helping people. Sparked by Matt's experience at an Athena Health executive leadership forum, this is a conversation about what it truly means to serve — in a world where technology promises to do it faster, cheaper, and at scale.

Key topics covered:

• Why you can never fully take people out of a service industry — and what happens to care quality when you try
• How ambient listening technology like Mobius is using AI to restore human connection in the exam room, not replace it
• The ICU nurses who used tough love to get a post-heart-surgery patient walking — and what that story reveals about what genuine service really looks like
• The "can vs. should" question every healthcare leader must ask before deploying new technology
• How to show up and serve others with excellence, even on your hardest personal days

Healthcare will always evolve — but Matt and Jamie make a compelling case that the human at the center of care is the one thing worth protecting above all else. This one's worth the listen.