Shows
Humanizing HealthcareNew Innovations in Delivering Person-Centered Eldercare w/ Susan RyanWhat if nursing homes felt more like real homes and actually improved lives?In this episode, we talk with Susan Ryan, CEO of the Center for Innovation, about reimagining eldercare through person-directed living and human-centered design.Susan brings decades of experience in nursing and eldercare transformation. She was instrumental in scaling the Green House Project, a nonprofit that replaces institutional nursing homes with small, self-contained homes that foster dignity, choice, and connection.She walks us through the mission of the Center for Innovation and how their work alongside the Pioneer Network is shifting...2025-07-2936 min
Humanizing HealthcareThe Evolution & Importance of Trust in Healthcare w/ Jennifer BaronWhat does it take to rebuild trust in healthcare, especially after it took a hit during the pandemic?In this episode, we talk with Jennifer Baron, Chief Experience Officer at NRC Health, about the evolution & importance of trust in healthcare.She breaks down the key drivers of trust and their role in shaping patient and provider experiences.Jennifer has over 30 years of leadership experience in healthcare. At NRC Health, she focuses on improving human-centered care. Her work revolves around 3 core elements of reliability, competence, and respect.She takes us through NRC...2025-07-0136 min
Humanizing HealthcareConnecting Care to Higher Purpose at Prime Healthcare w/ Amy SearlsWhat makes healthcare personal, even in large, fast-growing systems? It’s the power of human connection.In this episode, Amy Searls, Chief Experience Officer at Prime Healthcare, shares how she’s leading efforts to create meaningful relationships between patients, staff, and healthcare providers.Amy brings over two decades of leadership experience in patient and staff experience to her role. Prime Healthcare has a network of 51 hospitals and 300 outpatient centers. As the Chief Experience Officer, she oversees the patient journey and the provider experience, ensuring that both patients and healthcare staff feel supported and cared for.2025-06-0933 min
Humanizing HealthcareDelivering Donor Experiences That Save Lives at New York Blood Center w/ Adrian DavidWhat motivates blood donors to give part of themselves for nothing in return, and what can they teach us about human connection and empathy? In this episode, Adrian David, EVP & COO of New York Blood Center, joins us to discuss how they deliver donor experiences that save lives every day.Adrian brings an impressive blend of pharmaceutical experience and strategic insight to one of the country’s largest blood operations. He shares how the center collects over a million blood products annually, operates in 17 states, and prioritizes donor engagement through emotional resonance, empathy, and cutting-edge in...2025-04-2433 min
Humanizing HealthcareWelcome to Humanizing Healthcare PodcastHumanizing Healthcare is dedicated to sharing insights and best practices to make healthcare more human and fulfilling for all. With healthcare innovators and thought-leaders, we discuss how to better support everyone in the healthcare ecosystem: clinicians, patients, families, and the broader care team, to deliver experiences and outcomes that inspire lasting relationships.2025-04-0801 min
Humanizing HealthcareWelcome to Humanizing Healthcare PodcastWelcome to Humanizing Healthcare podcast, where we bring you the latest insights and strategies to transform the healthcare experience for patients, providers, and everyone in between.I’m your host, Chris Malone, and in each episode, I interview healthcare innovators and thought leaders, exploring practical ways to build a more compassionate and human-centered healthcare ecosystem.We tackle the challenges of modern healthcare, from clinician burnout to patient experience, and uncover solutions that foster lasting relationships.You'll hear inspiring stories and discover strategies to create a more fulfilling and human-centered healthcare journey.Jo...2025-03-2600 min
Humanizing HealthcareDelivering Person-Centered Care at The Johns Hopkins Hospital w/ Dr. Redonda Miller Over the last few decades, healthcare has become more transactional and impersonal, but there is still hope for delivering truly person-centered care.In this episode, Dr. Redonda Miller, President of The Johns Hopkins Hospital, shares her approach to person-centered healthcare.As a leader in one of the top academic hospitals in the country, Dr. Miller discusses the importance of asking for input, community engagement, and healthcare workforce well-being.She emphasizes the need to listen to patients’ diverse needs, from local Baltimore residents to international patients, and shares how The Johns Hopkins Hospital fosters me...2025-03-2541 min
Humanizing HealthcareDelivering Compassionate & Reliable Care Experiences The BAYADA Way w/ Mark BaiadaFor decades, the healthcare industry has increasingly been perceived as a profit-driven enterprise, often overshadowing the fundamental values of compassion and empathy that lie at the heart of patient care.But, some healthcare leaders are doing it differently.One of them is Mark Baiada, Chairman and Founder of BAYADA Home Health Care. He joins us to tell us more on how they deliver reliably compassionate and excellent patient care experiences, The BAYADA Way.He shares his 50-year journey from a young entrepreneur with $16,000 to a leader in global home healthcare. He explains how...2025-03-0530 min
Humanizing HealthcareBuilding Trusting Patient Relationships at Mayo Clinic Healthcare w/ Dr. Susie KaneNavigating the healthcare system can feel daunting. From confusing jargon to impersonal encounters, many patients feel lost and overwhelmed. It’s easy for them to feel like just another entry on the assembly line. But what if healthcare could be different?Dr. Susie Kane, Mayo Clinic’s first Chief Patient Experience Officer, is proving that it can. She joins us in this episode to discuss the initiatives that are transforming patient care at Mayo Clinic.Known for excellence in patient care, Mayo Clinic’s vision is to “provide an unparalleled experience as the most trusted partner...2025-01-2939 min
Humanizing HealthcareFrom Zero to AI: Practical Approaches to AI for Healthcare w/ Gianluca MauroIs AI the key to solving healthcare’s biggest challenges? Imagine a world where healthcare is more accessible, less expensive, and far more personalized. It sounds like a dream, right?With the recent explosion of AI tools and capabilities, we’re inching closer to making that dream a reality.In this episode, we talk with Gianluca Mauro, AI expert, Founder of AI Academy, and author of From Zero to AI: Practical Approaches to AI in Healthcare.He shared insights into how generative AI is shaking up the healthcare industry—and why we should all pa...2024-12-1744 min
Humanizing HealthcareHow Generative AI is Saving Lives in Healthcare w/ Dr. Robert PearlGenerative AI is transforming healthcare, empowering patients and clinicians to collaborate like never before.In this episode, Chris Malone speaks with Dr. Robert Pearl, author of ChatGPT MD, about how AI tools are driving a shift toward prevention-focused, value-based care.Dr. Pearl, a thought leader and former healthcare executive, explains how AI can tackle chronic disease management, reduce costs, and restore human connection in patient care.Dr. Pearl dives into the practical applications of AI, from wearable devices to empathetic patient communication. We also discuss overcoming barriers like privacy concerns and fee-for-service incentives.2024-11-1947 min
Humanizing HealthcarePatient Experience Insights from NewYork-Presbyterian Hospital w/ Rick Evans Is healthcare ready to embrace rapid change?In this episode of Humanizing Healthcare, Rick Evans, the Chief Experience Officer at NewYork-Presbyterian Hospital (NYP), joins us to talk about his role in reshaping the patient experience.Rick discusses how healthcare institutions can evolve to meet patient needs through technology and cultural shifts. He also reveals how NYP is leveraging technology, like virtual nursing, to improve patient access and interaction while also reducing the workload on in-person nurses.Rick’s background in theology and philosophy uniquely informs his compassionate approach to patient care. He highlights th...2024-10-2740 min
Humanizing HealthcareImproving Non-Clinical Caregiver Engagement w/ Dr. Seanna-Kaye Denham WilksIn this episode, we talk with Dr. Seanna-Kaye Denham Wilks, Chief Experience Officer at Kings County Hospital, about how they are improving non-clinical caregiver engagement by applying co-design principles to policy and process improvements. This episode was recorded live at the 2024 Planetree Person-Centered Care Forum in New Orleans, LA.2024-10-1141 min
Humanizing HealthcareCo-Designing the Best Retreats for Better Person-Centered Care w/ Melisa ServentiIn this episode, we talk with Melisa Serventi, Chief Nursing Officer at Banner Page Hospital, about how they are achieving long-term goals and driving annual initiatives with co-designed planning at staff member retreats. This episode was recorded live at the 2024 Planetree Person-Centered Care Forum in New Orleans, LA.2024-10-1134 min
Humanizing HealthcareWhat Healthcare Needs Now: Frontline First w/ Dr. Tom SpeigelIn this episode, we talk with Dr. Tom Speigel, System Chief Quality Officer at University of Chicago Medicine, about how they are improving clinical outcomes by engaging with and listening to frontline caregivers. This episode was recorded live at the 2024 Planetree Person-Centered Care Forum in New Orleans, LA.2024-10-1131 min
Humanizing HealthcareTransforming Care Experiences With Technology at Community Health Network w/ Dr. Patrick McGillWhat’s the future of personalized healthcare?In this episode, Dr. Patrick McGill, Chief Transformation Officer at Community Health Network, shares how his system uses cutting-edge tools like ambient documentation, AI, and precision nudging to enhance the patient experience and improve clinical outcomes.Dr. McGill explains the evolving role of technology in healthcare, focusing on personalized care and healthcare transformation.Dr. McGill offers great insights into how Community Health Network balances technological innovation with the need for strong human relationships in healthcare.He also discusses the success of value-based care models an...2024-09-2433 min
Humanizing Healthcare Linking Patient Experience to High Performance at Kaiser Permanente w/ Lawrence HamiltonImagine a healthcare system where technology improves outcomes and strengthens the relationships between doctors and patients. That’s not a distant dream—it’s happening now.Meet Lawrence Hamilton, EVP of Performance at The Permanente Medical Group. With experience from the UK, Tanzania, and now the U.S., he’s seen healthcare challenges and opportunities from every angle.His journey has led him to pioneer innovative strategies that are transforming patient care and equity at one of the country's largest healthcare systems.In our latest episode, Lawrence shares how his organization is using predicti...2024-08-2040 min
Humanizing Healthcare Building a Culture of Patient Experience Excellence at Northwell Health w/ Sven GierlingerThe need for trusting patient relationships has never been greater. Healthcare as an industry has a lot to learn from industries such as hospitality, which offer highly welcoming and personalized services to build lasting guest relationships.In this episode of Humanizing Healthcare, we are joined by Sven Gierlinger, Chief Experience Officer at Northwell Health, to discuss how they are applying these principles to build a culture of patient experience excellence.Drawing from his extensive background in luxury hospitality and a personal health battle, Sven is on a mission to humanize patient care by integrating principles...2024-07-1638 min
Humanizing HealthcareTransforming Care from Industrial to Deeply Human w/ Dr. Victor MontoriThe healthcare system can often feel impersonal and cold. Patients are shuffled through appointments, clinicians struggle with burnout, and the focus seems to be on efficiency rather than care.But a revolution led by patients demanding a return to human-centered healthcare is brewing. Clinicians will definitely join the revolution.In this episode, Chris Malone is joined by Dr. Victor Montori.He is the Robert H. and Susan M. Rewoldt Professor of Medicine at Mayo Clinic and founder of its Knowledge and Evaluation Research Unit, where researchers focus on designing, testing, and evaluating interventions...2024-06-2641 min
Humanizing Healthcare Transforming Patient & Care Provider Experiences at Penn Medicine w/ Kevin MahoneyAt times, the healthcare industry seems to have become impersonal and focused more on efficiency than empathy.In this episode of Humanizing Healthcare, Chris Malone speaks with Kevin Mahoney, CEO of the University of Pennsylvania Health System.Kevin has an interesting story on his journey in healthcare to his current position.At Penn Medicine, he has led work to advance personalized care by championing technologies that hold the potential to transform patient care and caregiver well-being.In addition to these innovative technologies, Penn Medicine is integrating artificial intelligence into its processes...2024-05-2934 min
Humanizing HealthcareListening to Caregivers & Elevating Their Voices w/ Dr. Shannon PhillipsIn this episode, we talk with Dr. Shannon Phillips, Chief Health Officer at Joyous, about listening to caregivers – not just for their sake, but to improve patient care and the overall healthcare experience.Healthcare is a human-centered field, yet too often the voices of caregivers often get lost in the industry's complex systems.Research shows that caregivers cannot provide compassionate, high-quality care if they feel stressed, burnt out, and unsupported. When healthcare organizations prioritize their staff's well-being, it creates a positive ripple effect for patients.Dr. Phillips draws on her leadership experience at Cl...2024-05-0239 min
Humanizing HealthcareHow Patient Experiences & Relationships Impact Quality Outcomes w/ Dr. Dana SafranIn this episode, we talk with Dr. Dana Safran, President & CEO at National Quality Forum, about her groundbreaking work on the importance of patient-clinician relationships and their remarkable impact on healthcare outcomes.Dr. Safran's research paints a clear picture: trust and a focus on whole-person care are not just feel-good concepts but essential drivers of positive healthcare outcomes.This applies across diverse patient groups, reminding us that no matter the diagnosis, every patient is a person who deserves to be understood and cared for holistically.That's why Dr. Safran champions value-based payment models...2024-03-2637 min
Humanizing HealthcarePatient & Caregiver Experience Insights from Qualtrics’ Dr. Adrienne BoissyIn this episode, we talk with Dr. Adrienne Boissy, Chief Medical Officer at Qualtrics, about the delicate balance of personal and professional life in healthcare, the impact of systemic challenges on patient and caregiver experiences, and the transformative power of relationships in healing.Listen in for tips on how we can bring humanity back to healthcare, one conversation at a time. Key TakeawaysIntro (00:00)Balancing professional roles with personal life (02:14)The importance of authenticity (03:50)A transformative interview experience for Dr. Boissy (09:53)Humanizing healthcare for patients...2024-02-2942 min
Humanizing Healthcare Insights from the Cleveland Clinic Culture of Care and Engagement w/ Dr. Leslie JureckoIn this episode, we talk with Dr. Leslie Jurecko, Chief Safety, Quality & Experience Officer at Cleveland Clinic, about the safety, quality, and experience initiatives that enable their renowned culture of care and engagement for both patients and care providers.Dr. Jurecko advocates for infusing a human touch in healthcare and fostering a culture of psychological safety. She addresses challenges in healthcare standardization, emphasizing the delicate balance between standardizing processes and personalizing care.We hear more about how Cleveland Clinic incorporates a "moment to care" in procedural checklists, encouraging personal connections with patients. The organization aligns...2024-01-1741 min
Humanizing HealthcareDelivering Person-Centered Care One Moment at a Time w/ Doug JohnsonIn this episode, we talk with Doug Johnson, Patient Experience Officer at Endeavor Health, about how they are Delivering Person-Centered Care One Moment at a Time for both patients and care team members.As Endeavor Health, a newly named health system in the Chicago area, brings together various hospitals under one unified brand, Doug sheds light on the importance of humanizing healthcare experiences, the power of kindness, and the ongoing efforts to measure and enhance person-centered care.Doug emphasizes the innate human nature of healthcare, where compassion, vulnerability, and empathy shape daily interactions. While acknowledging...2023-12-1336 min
Humanizing HealthcareHow Baystate Health is Building Trust Through Transparency w/ Dr. Doug SalvadorIn this episode, we talk with Dr. Doug Salvador, Chief Quality Officer at Baystate Health, to hear how they are Building Trust Through Transparency to create meaningful improvements in safety, experience, and outcomes for both patients and caregivers.Dr. Salvador highlighted several challenges in the current healthcare paradigm. The inability to meet the growing needs of patients and communities, issues with the incentive system favoring for-profit models, provider-centric approaches, and the imperative need to address health equity.Dr. Salvador shared his perspective on the importance of trust in healthcare and the need to systematically create...2023-11-1440 min
Humanizing HealthcareHow Virtua Health is HeartWiring What Matters for Patients & Care Providers w/ Dr. Reg BlaberIn this episode, we talk with Dr. Reg Blaber, EVP and Chief Clinical Officer at Virtua Health, joined us to discuss the journey of Virtua Health in championing the cause of humanizing healthcare.With a profound commitment to clinical excellence, patient safety, and the overall patient experience, Virtua Health's mission is rooted in acknowledging that patients are not merely cases or numbers; they are humans with unique stories and needs.The advent of electronic health records, economic pressures, and the growing divide between providers and patients all contribute to the challenge of retaining the core...2023-10-3125 min
Humanizing HealthcareHow Herself Health is Transforming Primary Care for Women 65+ w/ Dr. Kendell CannonWe had the privilege of chatting with Dr. Kendell Cannon, the Chief Medical Officer at Herself Health, in a recent interview to discuss the importance of humanizing healthcare and how Herself Health is leading the charge in redefining the healthcare experience for women as they age.Herself Health was born out of recognizing that women have unique healthcare needs that often go unaddressed.Women over 65 face a higher risk for conditions such as Alzheimer's and osteoporosis. Yet, they are also more likely to be misdiagnosed.One of the core issues in healthcare today...2023-09-2627 min
Humanizing HealthcareHow AHN Jefferson Hospital Improved ER Performance During & After COVID w/ Joy PetersIn this episode, we talk with Joy Peters, Chief Nursing Officer at Allegheny Health Network's Jefferson Hospital about how their Emergency Department has dramatically improved patient experiences and staff engagement before, during and after the pandemic.2023-08-1637 min
Humanizing HealthcareHow Jefferson Health is Elevating Experiences Through Health Equity & AI w/ Dwight McBeeIn this episode, we talk with Dwight McBee, Clinical Health Equity and Chief Experience Officer at Jefferson Health, about how Jefferson is elevating experiences for both the patients and care providers through health equity and artificial intelligence.2023-07-1532 min
Humanizing HealthcareHow NRC Health is Bringing Human Understanding to Healthcare w/ Dr. Greg MakoulIn this episode, we talk with Dr. Greg Makoul, Chief Transformation Officer at NRC Health. He explains their focus on Human Understanding and how's personalizing care experiences for both the patients and clinicians they serve.2023-06-1528 min
Humanizing HealthcareHow Mayo Clinic is Humanizing Healthcare For All w/ Dr. Tom HowellIn this episode of Humanizing Healthcare, we talk with Dr. Thomas Howell, Asst. Medical Director of Patient Experience at Mayo Clinic. He shares insights on how Mayo Clinic is redesigning care delivery and their use of technology to enable experiences that are more rewarding for both patients and clinicians.2023-06-0733 min
Amplify NursingAmplify Nursing: Randi Roy and John J. RydzewskiToday on Amplify Nursing, we talk with Randi Roy and John Rydzewski. Randi is currently a Principal Consultant with Fidelum Health and has more than 30 years of experience in health care in a variety of executive and management consultant roles. John is a private investor who has served as an advisor and director to healthcare companies and health policy and education organizations. Together, they serve on the Board of Advisors at Penn Nursing and the Board’s Innovation Committee.Randi and John talk with us about how their unique backgrounds brought them to Penn nursing innovation, their wo...2023-03-2323 min
This Clinical Life | Presented by Practicing ExcellenceCreating Patient Loyalty with Chris MaloneThis episode features Chris Malone, founder and chairman of Fidelum Health, as well as coauthor of the award-winning book, The HUMAN Brand.Chris has a unique, outside-in perspective on creating patient trust, loyalty, and connection to health care organizations. With our host, Dr. Stephen Beeson, Chris shares valuable insight on how to achieve widespread patient loyalty, as well as why it is so critical to the health care environment today.Resources from the live event:Building a Coaching Culture EbookResources mentioned by Chris MalonePracticing Excellence is a human...2023-02-2343 min
Customer Experience & Your Company’s Human Brand in 2020 | Guest: Craig Binkley2020 has created an intense focus for companies to reconsider their relationship with customers and how they serve them. The vision and promise of good Customer Experience often talks about creating“wows” with customers at scale. Yet many of the tech stack tools and operating metrics that dominate the industry discussion can detract from the fundamental human interaction that drives those positive customer responses. And many companies have yet to create true Customer Experience capabilities tied to their fundamental growth strategies. Craig Binkley, Managing Partner of Fidelum Partners, will talk with us about The Human Brand in all our companies and how to...2020-07-2238 min
Punk CX: Customer Experience Insights with Adrian SwinscoeWarmth, competency and customer experience - Interview with Chris Malone about The Human BrandToday’s interview is with Chris Malone, founder of Fidelum Partners and recent author with Professor Susan T Fiske at Princeton of a new book: The Human Brand: How We Relate to People, Products, and Companies. Following an introduction by Stan Phelps, who reviewed the book here, Chris was kind enough to make some time to talk to me about the book, what's changing around us and how we can make businesses or brands more human and why that is important.
This interview follows on from my recent interview: Power to the customer – Interview with Matt Gorniak of G...2020-01-1119 min
Voice of InfluenceHow to Convey Warmth and Competence with Chris MaloneChris Malone is the Founder and Managing Partner of the research-based consulting firm, Fidelum Partners, and has previously held senior marketing positions at leading organizations such as Choice Hotels, ARAMARK, Coca- Cola, the National Basketball Association, and Procter & Gamble and has consulted to a broad range of Fortune 500 companies. Chris is co-author of the award-winning book, The HUMAN Brand: How We Relate to People, Products & Companies. He is also a frequent guest and contributor to CNBC, FOX Business, Bloomberg TV, Wall Street Journal Live, Forbes and Businessweek. In this episode, Chris talks about the work h...2019-03-2522 min
CRUSADE Channel On-Demand PreviewsFr. David Nix from Sensus Fidelum Interview With Mike Church - 290618Mandeville, La2018-06-2905 min
CRUSADE Channel On DemandFr. David Nix from Sensus Fidelum Interview With Mike Church - 290618Mandeville, La2018-06-2922 min
The Champions of Purposeful Change PodcastThe Human Brand – Chris MaloneChris Malone is the co-author of The Human Brand. Following three years of research, Chris explains how social psychology and the way we interact with humans mirrors how we interact with brands, products, and companies. Using the principles of warmth and competence, Chris demonstrates how brands can better connect with consumers. If you like our podcast, please subscribe and leave us a rating!
Transcription:
Chris Malone:Never let a great crisis go unused, go to waste because it doesn’t come along very often. When things are going smoothly and everything’s going according to plan...2018-04-1234 min
The Building Your Xtra-Ordinary Business Radio Network!The Building Your Xtra-Ordinary Business Radio Program!The Building Your Xtra-Ordinary Business Radio Program!
What is transformational leadership?
My guest this Wednesday is Chris Malone, co-author of The Human Brand as well as Managing Partner of Fidelum Partners, a research-based consulting and professional services firm that helps clients achieve sustained customer loyalty and business performance. Here’s more about Chris:
As a consultant and keynote speaker, he has worked with hundreds of senior executives in organizations ranging from Fortune 500 companies to start-up and non-profits. Chris has over twenty years of sales, marketing, consulting, and organizational leadership experience, and a track record of driving growth and profitability. He was c...2014-02-2700 min