The Experience Shift | NRC Health
NEW SEASON! The Experience Shift: Insights for Healthcare Transformation is NRC Health’s podcast (https://nrchealth.com/podcast/) for healthcare leaders shaping the future of patient, consumer, and workforce experience. Hosted by Jennifer Baron (https://nrchealth.com/author/jennifer-baron/), Chief Experience Officer, and Brian Wynne (https://nrchealth.com/author/brian-wynne/), Senior Vice President at NRC Health, each episode features candid conversations with healthcare executives and innovators who are redefining experience, and turning it into measurable impact. You’ll hear timely perspectives, data-backed insights, and real-world strategies that connect experience to loyalty, workforce stability, and financial outcomes. Designed for C-suite and senior healthcare leaders, The Experience Shift explores what’s working now, what’s changing next, and how leading organizations are staying ahead. Subscribe for insights on healthcare experience, leadership, and transformation. Find us on YouTube (https://www.youtube.com/playlist?list=PLWklH1us4r4pf7-bEJhhEA2NOIOHJqw3W)!
Episodes
In this episode of The Experience Shift, hosts Jennifer Baron and Brian Wynne sit down with Dr. Anthony Mazzarelli, Co‑President and CEO of Cooper University Health Care, emergency physician, and co‑author of Compassionomics and Wonder Drug. Dr. Mazzarelli shares evidence‑based insights on why compassion is far more than a “soft skill.” He breaks down the measurable impact compassionate care has on clinical outcomes, financial perf...
Digital misinformation, shifting patient expectations, and the rapid rise of AI are reshaping how healthcare organizations build trust. In this episode of The Experience Shift, pediatrician, bioethicist, and digital health innovator Dr. Wendy Sue Swanson joins hosts Jennifer Baron and Brian Wynne to discuss the evolving dynamics of trust, communication, and technology in clinical care. Dr. Swanson shares her groundbreaking experien...
In this episode of The Experience Shift, Jennifer Baron, Chief Experience Officer, NRC Health, and Brian Wynne, Sr. Vice President, NRC Health, talk with Dr. Thomas Howell, OB/GYN physician and former Mayo Clinic Health System Medical Director, about what truly drives patient and clinician experience. Dr. Howell explains why relationships, not metrics, create meaningful care, how EMRs and outdated workflows fuel clinician frustrati...
Join hosts Jennifer Baron and Brian Wynne on The Experience Shift as they sit down with Ken Hughes, internationally acclaimed consumer behaviorist and author, to explore how healthcare organizations can reimagine experience in a rapidly changing world. Discover why the future of healthcare depends on moving beyond patients to treating people as guests, building deep relationships, and leveraging AI to free clinicians for human conn...
In this episode of The Experience Shift, Jennifer Baron, Chief Experience Officer at NRC Health, and Brian Wynne, Senior Vice President at NRC Health, sit down with Ryan Donohue, healthcare thought leader, author of Patient No Longer, and CEO of Golden Advisory, to explore the evolving landscape of healthcare consumerism.
In this episode of Patient No Longer, Ryan Donahue sits down with Hal Andrews, President and CEO of Trilliant Health, to explore the forces reshaping healthcare today. They dive into the difference between strategy and planning, the critical role of culture and courage in driving change, and the real-world impact of patient access and affordability challenges. Hal shares his perspective on how hospitals and health systems can respo...
In this episode of Patient No Longer, Lynda Barrett, Vice President of Strategic Planning and Chief of Governance at Emory Healthcare, shares how strategy and governance can work hand-in-hand to improve lives and provide hope. From building micro-strategies for core services to navigating board dynamics, Lynda offers a behind-the-scenes look at how Emory aligns its academic mission with clinical care.
In this episode of Patient No Longer, host Ryan Donohue sits down with Todd Quartiere, Leader for Responsible AI at Vynamic, an Inizio Advisory Company, and the Executive Director for the Foundation for AI & Health. Together, they explore what “responsible AI” really means, how it can simplify the patient journey, and why the future of healthcare is less about replacing humans and more about restoring humanity.
In this episode of Patient No Longer, Jesse Goodwin, Ph.D., Chief Innovation Officer at Medical University of South Carolina (MUSC), shares how healthcare innovation must be visible, accessible, and human-centered. From CRISPR to convenience, learn how MUSC is transforming care delivery by putting patients first.
In this episode of Patient No Longer, Morgan Jones, Chief Strategy Officer at Duke University Health System, shares how strategic planning can move from “a paperweight on the shelf” to a living, breathing driver of change. Morgan and host Ryan Donohue explore why people, access, and growth are at the core of Duke’s strategy, the critical link between operations and strategy, and why meeting patients where they are is key to buildin...
What will it take to truly shift healthcare toward value-based, patient-centered care? Dr. Brian Silverstein, Chief Population Health Officer at Innovaccer, joins Patient No Longer to break down the promise, and the reality, of population health. He shares insights on why progress has been slow, how social determinants impact outcomes, and what leaders need to focus on over the next five years. It’s a candid look at the challenges,...
In Part 2 of this two-part series, Dr. Kevin Pho returns to Patient No Longer to explore the future of care delivery. From AI scribes to shifting patient expectations, this episode breaks down the evolving role of physicians in an era of rapid digital transformation. The discussion dives deep into what really shapes the patient experience—and how empathy, time, and trust remain non-negotiable.
Dr. Kevin Pho, founder of KevinMD and a leading voice in digital medicine, joins Patient No Longer to explore how technology, burnout, and evolving patient expectations are reshaping the physician-patient relationship. This episode takes a hard look at physician burnout, the role of empathy, and the importance of reclaiming eye contact and trust in a digital world.
In this episode of Patient No Longer, we welcome back Dr. Geeta Nayyar, a globally recognized chief medical officer, technologist, and best-selling author. Dr. G shares her unique insights at the intersection of business, medicine, and technology. She discusses the evolution of healthcare from paper to digital, the impact of AI, and the importance of maintaining humanity in healthcare. Tune in to hear her thoughts on the future of ...
In this episode of Patient No Longer, we sit down with Jeremiah Todd, VP of Customer Engagement, Experience & Language Access at Fairview Health Services. Jeremiah shares his insights on the importance of language access, the journey toward Human Understanding, and how Fairview is transforming patient and customer experiences. Tune in to learn about the challenges and innovative strategies involved in creating a more inclusive ...
In this episode of Patient No Longer, host Ryan Donohue sits down with Dr. Jon Roberts, Director of Pediatric Pulmonology at Driscoll Children’s Hospital. Dr. Roberts shares his profound insights on Human Understanding, the impact of COVID-19 on pediatric healthcare, and the evolving landscape of human-centered care for patients and families. Join us as we explore the delicate balance between physical and digital healthcare, the im...
Jim Nuckols, Chief Marketing Officer for Sharp HealthCare in San Diego joins host Ryan Donohue to delve into the realm of healthcare consumer experiences. This episode uncovers the challenges, triumphs, and pivotal moments that shape the consumer journey. From in-home research to virtual sessions, discover how understanding consumer needs is transforming the healthcare landscape. Tune in to gain valuable insights and disc...
In this thought-provoking episode of Patient No Longer, Dr. Stephen Beeson, founder and CEO of Practicing Excellence, imparts invaluable insights on effective leadership behaviors within the healthcare industry. Emphasizing the importance of cultivating a growth mindset and being a beacon of light for both patients and colleagues, Dr. Beeson's expertise shines a spotlight on the key principles that drive success in healthcare leade...
Join us in this engaging episode featuring author and healthcare marketing expert, Chris Bevolo. From daring predictions to thought-provoking realities, Chris shares his insights on how consumers are reshaping the healthcare industry. Explore the impact of AI, technology, and consumerism on patient engagement and organizational strategies, and gain a deeper understanding of the challenges and opportunities facing healthcare organiz...
In this episode of Patient No Longer, we sit down with NRC Health's Chief Experience Officer, Jennifer Baron, to delve into the evolving role of the CXO in today's healthcare landscape. Jennifer shares her unique perspective on what the "X" in CXO truly signifies, emphasizing the vital importance of seeing the people behind the processes. As the healthcare industry continues to adapt post-COVID, Jennifer discusses how the pande...
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