People Serving People

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.