Mayo Clinic Key In To Quality

In this episode of Key In to Quality, Jodi Miller discusses Mayo Clinic’s Concierge Financial Navigation program. Designed to support people receiving complex, high-cost care, the program connects patients with trusted financial advocates who explain insurance coverage, resolve billing issues, address denials, and secure copay, grant, and premium assistance. What began as a pilot for hematology and oncology patients has grown into a multidisciplinary program supporting thousands of patients across specialties, including transplant, gastroenterology, rheumatology, and dermatology. The program partners closely with providers, nurses, social work, and patient account services to identify patients at risk and intervene proactively. Learn how to addressing financial concerns is an essential part of patient-centered care—and how helping patients navigate the cost of care can improve experience, trust, and healing. Guest: Jodi Miller, Mayo Clinic Jodi Miller, M.H.A | LinkedIn Here are some helpful financial support resources that physicians and care teams can share directly with patients: Fundfinder.org   Fund Finder | PAN Foundation RXAssist.org  RxAssist - Patient Assistance Programs Mayoclinic.org (tile-grant programs) Copay and Grant Assistance Program - Mayo Clinic Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

This episode of Key in to Quality explores Mayo Clinic’s Hospital at Home program, an innovative model delivering 24/7 acute-level care in patients’ homes. Wendelyn Bosch, M.D., and Laila Hakam, M.D., discuss how digital tools, remote monitoring, and coordinated multidisciplinary teams make this possible at scale. Originally developed to address hospital capacity challenges, the program expanded rapidly during COVID-19 with support from a CMS waiver. Today, it demonstrates strong safety outcomes and patient experience scores that exceed traditional hospital settings. The model relies on a complex network of virtual care teams, paramedics, pharmacy, diagnostics, and logistics to ensure seamless, high-quality care. Clinicians also gain valuable insights by treating patients in their home environments, improving understanding of social and behavioral factors. Hosted by Timothy Morgenthaler, M.D., and Sheri Nemec.  Guests: Wendelyn Bosch, MD and Laila Hakam, MD Laila Hakam | LinkedIn #mayoclinic #mayokeyintoquality #patient safety #healthcare Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

This episode of Key in to Quality explores psychological safety in residency training, and why it’s foundational to patient safety, team performance, and joy at work. Experts from Mayo Clinic Arizona describe how Culture of Safety Survey results and root cause analyses surfaced a recurring risk: residents hesitated to ask questions or escalate concerns in real time, often due to hierarchy and fear of judgment. The team partnered with the Resident Leadership Academy to deliver focused education to physician leaders. The sessions emphasized practical, real-world behaviors, being present, inviting questions, and designing spaces that make speaking up easier. These tools deliver a clear message for any organization: psychological safety is a cornerstone of high-reliability care. Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/ Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/ Mayo Clinic Guests: Dr. Shari Ochoa  Shari Ochoa | LinkedIn, Daniel Cotto  Daniel Cotto | LinkedIn, Johanna Heredia  Johanna Heredia | LinkedIn #patientsafety #keyintoquality #qualityimprovement #safetyculture #mayoclinic Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

This episode of Mayo Clinic Key in to Quality focuses on a core insight from patient experience research. Patients judge care through two lenses: warmth and competence. Host Tim Morgenthaler and cohost Sheri Nemec speak with Chris Malone, author and founder of Fidelum Health, and Mayo Clinic’s Laurie Wilshusen about how trust forms and why small, human cues can create outsized impact. The discussion shares concrete examples of clues patients notice: respectful use of time, eye contact, tone of voice, clear explanations, reliable follow-up. The episode even tackles how to avoid “performative” warmth and instead remove barriers that prevent clinicians’ genuine care from showing. Finally, they explore how AI and digital tools should enhance, not replace, authentic connection. Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/ Co-Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/ Guests: Chris Malone (32) Chris Malone | LinkedIn    Laurie Wilshusen  (32) Laurie Wilshusen | LinkedIn\ #MayoClinic #Mayokeyintoquality #patientexperience #qualityimprovement  Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

This episode examines a hospital-wide hypoglycemia management protocol at Mayo Clinic. Recognizing the serious impact of inpatient hypoglycemia, a multidisciplinary team launched a prevention-focused protocol inspired by 2020 ADA guidelines.  Their initial strategy was to intervene at glucose levels below 90 mg/dL to prevent low blood sugar before it occurred. However, real-world data revealed unintended consequences. Many patients between 70–90 mg/dL were not at true risk for hypoglycemia, resulting in overtreatment, unnecessary IV dextrose and glucagon use, increased costs, and strain during a national dextrose shortage.  Hear how the team navigated these challenges, highlighting key quality improvement lessons. Hosts: Timothy Morgenthaler, MD and Sheri Nemec, MS, CPXP Guests:  Sneha Mohan MD, Associate Consultant, Endocrinology, Diabetes and Metabolism Marny Carlson, M.S., R.N., NPD-BC, Nursing Education Specialist #patientsafety #keyintoquality #qualityimprovement #safetyculture #mayoclinic Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

What turns a routine visit into a meaningful patient relationship? In this episode of Key in to Quality, Erica Tung, M.D., and Eric Nelson, manager of patient experience at Mayo Clinic Health System, explore how provider communication shapes the lived experience of patients. Drawing on insights from clinicians who have achieved sustained excellence in patient experience, they discuss why communication is actually a clinical tool. Patients arrive with hope, fear, and two unspoken questions: Do you care about me? Why should I trust you? The way providers listen, respond, and validate concerns answers those questions. Ultimately, this discussion reinforces that small, intentional behaviors elevate patient experience, strengthen trust, and improve outcomes. Hosted by Timothy Morgenthaler, M.D., and Sheri Nemec.  Guests: Erika Tung, M.D., Consultant, Community Internal Medicine, Mayo Clinic and Eric Nelson, Manager, Patient Experience Eric Nelson | LinkedIn #leadership #keyintoquality #patientexperience #mayoclinic Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

This episode of Key in to Quality asks a simple but profound question: what if the way we talk with patients could transform their care and our own experience as clinicians?Clear, empathic communication builds trust, improves diagnostic accuracy, and tightens adherence and relationships. Mayo Clinic’s Communication in Health Care program treats communication as a core clinical competency, not an optional “soft skill.” Faculty from multiple specialties lead retreat-style courses for new providers that blend facilitated conversations, skills practice, and real-time feedback. Listeners will hear how the program supports clinician well-being, reinforces professionalism, and helps sustain a culture where being heard, understood, and respected is central to care. Guests:Cory Ingram, MD, MS,FAAHPM | LinkedIn  Susan Romanski, M.D. Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Post-pandemic shifts to virtual, abbreviated onboarding have left many new staff feeling isolated, less confident, and more likely to burn out.In this episode of Key in to Quality, listeners get a peek into what’s working at Mayo Clinic in Arizona. A nursing team developed an enculturation toolkit designed to intentionally root new nurses in Mayo Clinic’s mission, values, and cultural heritage. The toolkit organizes existing institutional resources into leader-ready activities aligned with evidence-based principles of engagement, meaning, connection, and reflective practice. It supports diverse learning needs and reinforces culture for both new and seasoned staff.Pilot results showed sustained engagement, stronger understanding of mission and values, and observable behavioral improvements that enrich teamwork and patient experience. The approach is now being explored for broader implementation and potential licensing.Guests: Crystal Grys | LinkedIn    Melania Flores | LinkedIn Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Healthcare safety often focuses on what went wrong, but what about the moments when harm is stopped before it ever reaches the patient?In this Key in to Quality episode, host Tim Morgenthaler, M.D., and co-host Sheri Nemec talk with Shari Ochoa, M.D., Ashley Stapp, and Beth Terrio from Mayo Clinic Arizona about the Good Catch “safety in action” program.They describe how a grassroots idea launched during COVID-19 with simple email shout-outs has grown into a robust recognition program with scoring criteria, dashboards, campus boards, and even a traveling trophy. Along the way, they highlight psychological safety, the five safe behaviors, and the value of recognizing both self-reported and peer-nominated good catches.Listeners will hear practical advice on starting small, building infrastructure, developing meaningful metrics, and shifting culture from “gotcha” to “good catch,” so staff feel safe speaking up.#mayokeyintoquality #patientsafety #keyintoquality #qualityimprovement #safetyculture Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Catheter-associated urinary tract infections remain one of the most common yet preventable hospital-acquired infections. In this Key in to Quality episode, host Dr. Tim Morgenthaler, M.D., and co-host Sheri Nemec ask a simple question with big implications: What if we treated every urinary catheter like a high-risk medication? Guests Hari Korsapati, M.D., Regional Director for Hospital Quality and Chief of Staff at Mayo Clinic Health System in Mankato, M.S., and Alexandra “Alex” Bates, D.N.P., performance improvement advisor, focus on hospital-acquired infections, describing how their team moved CAUTI work from discussion to action. They outline practical strategies that worked: nurse-driven escalation to the Medical Officer of the Day for second opinions, daily bedside review of Foley necessity on rounds, and an evidence-based urinary management order set aligned with APIC guidelines that favors intermittent catheterization whenever possible. Listeners will walk away with concrete action steps to standardize practice, assist care teams, and make CAUTI reduction a shared, long-term success. Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Falls don’t just happen at home or in the hospital. In busy ambulatory clinics, patients can stumble in waiting rooms, hallways, and exam rooms with serious consequences.In this episode of Key In to Quality, vice chair of Quality Tim Morgenthaler, M.D., talks with Steven Kochan, D.N.P., R.N., chair of the Rochester Fall Injury Prevention Subcommittee for Ambulatory Practice, and Lloyd Speer, manager in Midwest Practice Administration and subcommittee co-chair.The conversation highlights measurable reductions in falls and injuries, a strong reporting culture, and next steps that include using artificial intelligence and video monitoring to identify risk even earlier. Listeners will come away with practical advice on where to start, who to engage, and how small, intentional changes can make outpatient care safer for every patient, every day.#outpatientfalls #keyintoquality #patientfalls #outpatientsafety #fallprevention Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Can we prevent bathroom falls without losing privacy? Hospital bathrooms are among the riskiest places for inpatient falls...and also the most personal. In this episode of Key in to Quality, Mayo Clinic’s Dr. Allyson Palmer, Amberly Hess, and Cari Guttormson unpack a new initiative designed to prevent bathroom-related falls without sacrificing privacy or independence. The team walks through practical inclusion criteria, use of nurse judgment, and how electronic health record tools and artificial intelligence may eventually support real-time risk identification.#mayokeyintoqualityHosted by Timothy Morgenthaler, M.D., and Sheri Nemec. Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/Guests: Allyson Palmer, M.D. | https://www.linkedin.com/in/allyson-palmer/ Amberly HessCari Guttormson Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

What if every patient had a built-in safety partner? In this episode of Key in to Quality, Safe Patient Handling Coordinator Kelly Drilling explains merging fall prevention and handling into one safety mobility champion role. Frontline champion Marissa Cocker describes day-to-day impact on a neurosurgery floor, helping patients mobilize sooner and guiding colleagues on the right equipment.The team uses the Bedside Mobility Assessment Tool to tailor safe movement plans, while quarterly champion events build skills with data, hands-on training, and practical communication tactics. Safe Mobility Champions show how early, supported mobility improves outcomes and how language, leadership, and the right tools make safety a shared practice. Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/Guests: Kelly DrillingMarissa Cocker Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

In this episode of Key In to Quality, Dr. Laura Breeher and nurse administrator Paul Lorentz share how Mayo Clinic integrated safe patient handling and falls prevention into one multidisciplinary structure that serves patients and employees alike.The conversation explores scaling for smaller hospitals, engaging non-nursing roles like transport staff, and designing future care environments (from flooring to lighting) to reduce risk. With patient acuity rising, the team emphasizes continuous improvement, new technology adoption, and celebrating wins (not just investigating injuries). Their advice: find passionate champions and build supportive infrastructure. This is an episode you don’t want to miss. #mayokeyintoquality @DrTimMorg  #fallsprevention #safemobility Guest Social:  (28) Paul Lorentz, MS, MSN, BBA, RN, RD | LinkedIn Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Safety Huddles and Visual Management: A Creative Fusion for Healthcare Culture of SafetyHow can healthcare teams strengthen communication and create a safer environment for patients and staff alike? In this episode of Key In to Quality, hosts Dr. Tim Morgenthaler and Sheri Nemec are joined by Dr. Charles (Chase) Sims, chair of the Rochester Quality Subcommittee at Mayo Clinic, to explore how tiered huddles and visual management boards are driving meaningful culture change.Born from challenges revealed during the COVID-19 pandemic, these structured daily practices give staff a consistent, transparent way to voice safety concerns and see them addressed. Dr. Sims shares the evolution of Mayo Clinic’s approach, from early resistance to growing staff ownership, and the surprising fellowship that emerged from these morning gatherings. Listeners will hear lessons learned, implementation challenges, and practical advice for organizations ready to begin their own journey toward a stronger safety culture.#safetyhuddles #mayokeyintoqualityHosted by Timothy Morgenthaler, M.D., and Sheri Nemec. Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/Guest: (31) Charles Sims | LinkedIn Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

In this second installment of Key In to Quality’s sepsis series, we turn the spotlight on Mayo Clinic Florida. Sepsis, which affects 1.7 million Americans each year, demands rapid recognition and treatment—yet delays remain common and deadly.Devang Sanghavi, M.D. and Kristine Thompson, M.D. detail how their team tackled the challenge by combining artificial intelligence with human expertise. Their approach pairs highly sensitive AI “sepsis sniffers” with clinician validation to minimize false alarms while ensuring no patient slips through the cracks. Supported by a dynamic electronic checklist and real-time feedback, care teams can act quickly and confidently at the bedside. Listeners will gain practical insights on building a strong multidisciplinary team, integrating technology without disrupting workflow, and sustaining momentum to deliver safer, more equitable sepsis care.Guests: Devang Sanghavi, MD, MHA, FCCP | https://www.linkedin.com/in/devang-sanghavi-md-mha-fccp-6779415/Kristine Thompson, M.D. | https://www.linkedin.com/in/kristine-thompson-2403a12b/#mayokeyintoquality @DrTimMorg  #sepsiscare Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

In this episode of Key in to Quality, we hear from the leaders behind the CARES initiative (Champions Advancing Racial Equity in Sepsis), a national effort tackling long-standing disparities in sepsis care. Black and Latinx patients are more likely to experience delays in treatment and worse outcomes, including higher mortality. CARES is working to change that through coalition-based leadership and data-driven strategies aimed at improving equity in care.Dr. Erika Linnander and Dr. Leslie Curry from Yale School of Public Health, along with Dr. Steven Simpson from the University of Kansas, Sepsis Alliance Chair, share how shifting organizational culture through focused leadership, inclusive coalitions, and smarter data integration can help move the needle. They highlight early wins, common barriers, and practical advice for systems ready to begin their own equity work.If you’re focused on healthcare quality, patient safety, or equity, this is a thoughtful and insightful conversation worth a listen.#mayokeyintoquality @DrTimMorg #EndSepsis #SepsisAlliance #WorldSepsisDay #SepsisAwarenessMonthGuests: Erika Linnander, DrPH, M.B.A | https://www.linkedin.com/in/erikalinnander/Leslie Curry, PhD, M.P.H. | https://www.linkedin.com/in/leslie-curry-yale/Steve Simpson, M.D. | https://www.linkedin.com/in/steven-simpson-92279712/CARES video Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

In Part 2 of our delirium-focused series, Key in to Quality returns to Mayo Clinic Arizona, where a startling statistic revealed that two-thirds of workplace assaults involved confused patients. Behind the numbers were moments of staff trauma and missed care opportunities. This episode follows the multidisciplinary team that turned insight into action: creating a Kaizen event, developing practical tools, and embedding delirium prevention into everyday workflows.Heidi Lindroth, M.D. shares her research on delirium, while Jennifer Sweilem, M.S.N., R.N. and Nicole Lies walk us through their powerful implementation journey. Discover how deliberate quality improvement efforts led to better patient care, increased delirium detection, and fewer incidents of workplace violence.Whether you're starting small or scaling system-wide, this episode offers actionable strategies and inspiration to improve safety, empathy, and quality care.  Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Addressing Delirium: A Path for Preventing Workplace ViolenceHow can healthcare workers truly feel safe when they’ve been conditioned to believe enduring workplace violence is “just part of the job”? On this Key In to Quality podcast episode, we dive into an often-overlooked issue that directly impacts hospital safety: delirium. Our guests Chris Scheuler, manager of the Mayo Clinic Arizona Workplace Violence Prevention Program, and Beth Terrio, a patient safety specialist from Mayo Clinic in Arizona, reveal how delirium can escalate situations, leading to confusion, fear, or even violence among patients.Learn how their team at Mayo Clinic Arizona discovered a common thread linking various safety incidents to delirium, prompting a cultural shift in how these events are managed. Chris and Beth also discuss the role of data in addressing workplace violence and establishing a comprehensive workplace violence prevention program.Gain insights on how to recognize and address workplace violence incidents proactively while fostering a supportive culture that leads with empathy and reinforces boundaries. Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Patient safety experts Dr. Abigail La Nou, Jami Zwiefelhofer, and Katie McFadyen, share valuable insights and strategies for creating a workplace where healthcare professionals can express themselves without fear of judgment, disagree, ask questions, and acknowledge mistakes without worrying about repercussions.The podcast emphasizes the need to flatten hierarchies in medicine to promote open communication, empower all team members to speak up, and ultimately provide the best care possible. This episode serves as a call to action for healthcare professionals to make a meaningful difference in their workplace and gives practical tips on how you can contribute to a culture of psychological safety in your organization or practice. #Mayokeyintoquality @DrTimMorg #qualityimprovement #patientsafety  Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

In this episode of Key In to Quality, hosts Dr. Tim Morgenthaler and Sheri Nemec explore how Mayo Clinic is revolutionizing quality improvement (QI) education through the flipped classroom model. Joined by Dr. Pablo Moreno Franco and Sandy Booth from Mayo Clinic’s Quality Academy, the discussion unpacks how this interactive, learner-centered format engages clinicians, residents, and administrators alike.By providing instructional content ahead of time and dedicating classroom sessions to collaboration and real-world project work, this model equips participants to immediately apply QI concepts to patient care. The flipped classroom has also created a ripple effect across the organization. As graduates carry these skills into their departments, they foster a culture of excellence, mentorship, and continuous improvement. Whether you're a healthcare educator, QI instructor, or administrator, this episode offers practical insights and inspiration for rethinking training methods in your institution.#MayokeyintoQualityGuests: Quality Academy contact email [email protected]. Pablo Moreno Franco    LinkedIn (37) Pablo Moreno Franco, MD | LinkedIn   Sandy Booth        LinkedIn (37) Sandy Chester Booth | LinkedIn  Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Most of us are familiar with therapy animals, but have you ever wondered what the research says about how these animals can positively impact the patient experience? In this episode of the Key In to Quality podcast, co-hosts Dr. Timothy Morgenthaler and Sheri Nemec sit down with Whitney Romine, Animal-Assisted Services Manager at Mayo Clinic, to explore how animal-assisted services are transforming healthcare.  Research has shown that animal-assisted services, when implemented correctly, can reduce anxiety, lower blood pressure, and enhance the overall patient experience. In Whitney’s role, she has been integral to building Mayo Clinic's unique program, which is fully integrated into patient care and supported by dedicated staff.  Tune in to hear real examples of how animals at Mayo Clinic have contributed to positive patient outcomes and learn about various resources available for healthcare and volunteer organizations interested in leading animal assistance initiatives.  Whether you are a healthcare practitioner, administrator, volunteer or patient, this discussion will help you better understand the benefits of animal-assisted services and learn best practices for establishing or expanding animal-assisted interventions in a healthcare setting.  (34) Whitney Romine, MPH, C-AAIS, KPA-CTP | LinkedInMayo Clinic Department Instagram: @mayoclinicanimalassistedsrvs Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Every day, patient safety events and near misses happen in health care. But are we truly learning from them? In this episode of Key In To Quality, Mayo Clinic’s Jennifer Cowart, M.D. Chair, Patient Safety in Florida and Joe Nienow, manager of Mayo Clinic Patient Safety Systems, share how a team of experts turned a clunky, outdated incident reporting system into a transparent, user-friendly engine for patient safety improvement.You’ll learn how the Safety Electronic System Oversight Team (SESOT) led a multi-phase, enterprise-wide transformation that involved over 80,000 staff members. From simplifying workflows and integrating with the electronic health record to visualizing trends and using AI to surface insights, this episode explores what it takes to evolve from passive reporting to proactive learning.Key takeaways include how to build a culture of safety, balance simplicity with insight, and make safety data accessible and actionable for all staff. Whether you're working in quality improvement, patient safety, or leadership, this episode offers practical lessons on using data, design, and collaboration to make care safer for everyone.#Mayokeyintoquality #patientsafety #safetyculture #digitalhealth #EHRintegration Guest: Jennifer Cowart, M.D. | https://www.linkedin.com/in/jennifer-cowart-b0860494/Guest: Joe Nienow    Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Needlesticks and bloodborne pathogen exposures are more than just workplace injuries. They’re personal, emotional, and preventable. With thousands of cases reported annually in U.S. hospitals, addressing this issue is critical to staff safety and organizational culture.On this episode of Key In To Quality, Melanie Swift, M.D., Associate Medical Director for Occupational Health, and Seth Clarenbach from Mayo Clinic’s staff safety team, discuss how Mayo is tackling this challenge head-on through policy, engineering, and culture change.Learn how the multidisciplinary "BEEPERS" committee uses frontline insights and injury data to identify patterns, improve sharps container design, and champion best practices like hands-free passing in surgical settings. The conversation also highlights persistent barriers, like underreporting and risk normalization, and what organizations can do to shift that mindset.This episode offers key takeaways for healthcare leaders, occupational safety teams, nurses, and quality improvement professionals committed to creating a safer healthcare environment.  Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Workplace culture, data insights, and emotional connection all play a critical role in how patients and staff experience care. At Mayo Clinic, understanding and improving these elements is essential to advancing quality.On this episode of the Key In To Quality podcast, Sunanda Kane, M.D. Chief Patient Experience Officer at Mayo Clinic, returns to share how her team is tackling the complex interplay between patient satisfaction, staff well-being, and data-informed decision-making.Learn how Mayo Clinic has trained over 21,000 staff members in experience-centered care, established a conduct work unit to address rising incidents of workplace violence, and partnered with Qualtrics to analyze patient feedback through advanced AI and real-time dashboards. Dr. Kane also highlights how gathering emotional, story-driven insights from patients can lead to actionable improvements across the system.This episode offers practical strategies for anyone working to create a more human, safe, and responsive healthcare environment. It’s especially valuable for patient experience leaders, quality improvement professionals, hospital administrators, and anyone passionate about building trust through care.  Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

What truly defines a great patient experience? From appointment scheduling and facility navigation to virtual visits and provider communication, every step plays a role in how patients feel, trust, and heal.In this episode of Key In To Quality, Mayo Clinic’s Chief Patient Experience Officer, Sunanda Kane, M.D. joins co-hosts Timothy Morgenthaler, M.D. and Sheri Nemec to discuss how Mayo Clinic is transforming patient experience across physical and digital spaces. With decades of experience in clinical care, quality improvement, and leadership, Dr. Kane breaks down the difference between satisfaction and experience, the role of warmth and competence in building trust, and how AI and telehealth are changing care delivery.Listeners will walk away with practical ideas to elevate patient care and experience—starting with a simple smile or a well-placed sign. This episode is valuable for patient experience leaders, clinicians, hospital administrators, digital health innovators, quality improvement professionals, and anyone invested in creating human-centered healthcare.  Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Design thinking involves asking big questions and thoroughly examining problems. It's a different approach compared to traditional medical training, where doctors are trained to quickly assess situations and come up with solutions. On this episode of the Key In To Quality podcast, our guest Allison Matthews walks us through how human-centered design principles can be applied to the patient experience in a hospital setting, which is her primary focus as the lead of Experience Design and Hospital Operations for Mayo Clinic.Learn how the Car-T cell therapy service line at Mayo Clinic used design thinking to help patients and caregivers communicate better throughout the treatment process, and how Allison and her team overcame challenges associated with implementing design thinking, with key takeaways you can apply directly to your practice. This podcast provides valuable insights for anyone interested in enhancing patient care and quality. It is ideal for quality improvement leaders and staff, and hospital leaders and staff.Guest: Allison Matthews | https://www.linkedin.com/in/allison-matthews-5058b437/ Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Industrial hygiene in healthcare is essential due to the unique and often surprising varieties of hazards present—from chemical exposures and airborne pathogens to ergonomic challenges and noise levels.  In this episode of Key into Quality podcast, entitled “Hazards in Healthcare: Exploring Industrial Hygiene with an Expert” our guest Jeff Nesbitt, supervisor, Industrial Hygiene, Mayo Clinic, discusses  the role of industrial hygiene in maintaining safe healthcare environments. He shares Mayo Clinic’s approach to managing workplace hazards, regulatory frameworks, and innovative safety practices in clinical, laboratory, and industrial settings.  This podcast provides valuable insights for anyone interested in enhancing safety and quality in healthcare. It is ideal for healthcare and hospital leaders, staff safety leaders, environment of care leaders/staff, and facilities leaders and staff.  Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Dizziness is a common reason for physician visits, especially in people over 70, and can lead to falls and hospitalizations. In response, Mayo Clinic established a dedicated vestibular therapy team to provide specialized physical and occupational therapy for hospitalized patients.  In this episode of Key In To Quality podcast, our guests Allison Grunst, P.T., D.P.T., Leanne Pataky, P.T., D.P.T., and Anna Whitham, M.S., O.T. from Mayo Clinic in Rochester discuss how they completed a structured quality improvement project within Mayo Clinic's Quality Academy to achieve their goals of improving care, reducing falls, and ensuring safer discharges for patients experiencing dizziness.As a result, they received a gold certification from Mayo Clinic's Quality Academy and their department made significant improvements in patient care, staff awareness, and collaboration.This podcast provides valuable insights for anyone interested in enhancing patient care and quality. It is ideal for quality improvement leaders/staff, physical therapists, occupational therapists, patient safety staff or leaders, and hospital leaders and staff.   Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Hospitals commonly use huddles to create staff alignment on a wide range of operational, clinical, and other topics and functions. However, not all huddles are delivering the desired effect of lasting impact and full staff engagement. Experts agree that one fundamental requirement of creating a safety culture is having a preoccupation with safety built into every workday.  In the latest Key In To Quality podcast, entitled “Improving Safety Culture and Solving Problems Through Daily Huddles,” Jennifer Cowart, M.D., patient safety officer and hospitalist, Mayo Clinic Florida, shares her experience with building culture of safety through deliberate, strategic, and persistent hard work. Dr. Cowart has dedicated much of her career to improving safety culture at Mayo Clinic and other institutions. She provides useful insights on and practical recommendations for implementing daily huddles that foster trusting relationships, build leadership skills, and engage team members in creating safety culture.  The session is ideal for health care leaders, patient safety and quality leaders and staff, clinical practice leaders, and nursing leaders and staff. Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

In 1989, American author Stephen Covey published the popular business book “The Seven Habits of Highly Effective People.” In it, he presents the second habit: begin with the end in mind. Those working in healthcare today know that concept applies to patient care. There are a myriad of opportunities to examine historical practices and data with future quality and safety improvements in mind. Mortality reviews is one of those.This episode of Key into Quality podcast, entitled “Systematic Mortality Reviews: Looking Back to Improve the Future” discusses insights into how mortality reviews can guide healthcare providers in delivering safer, more effective care.Brian Beam, M.D., assistant professor, Anesthesiology and chair, Mayo Clinic Rochester Mortality Review Subcommittee, and John McMahon, manager, Quality Operations, Mayo Clinic share Mayo Clinic’s mortality review process, its structure, and the collaborative efforts involved. They also talk about how leveraging data and fostering collaboration have led to significant improvements in patient care as well as how Mayo Clinic is working towards using artificial intelligence to proactively address potential issues.  This podcast is ideal for healthcare and hospital leaders, quality and patient safety leaders and staff, providers, and care givers.    Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Are you passionate about the future of healthcare and eager to learn how proactive strategies, real-world success stories, and cutting-edge innovation are revolutionizing nursing? Here’s a chance to hear inspiring ideas to use at your hospital or clinical practice.This recent episode of Key into Quality podcast, entitled “The Future of Safety in Nursing: Voices from the Frontline,” hosted guests Jen Cruise and Nina Hawthorne, both nurse administrators at Mayo Clinic, who shared invaluable insights from their extensive nursing experience. Together, they illustrate the essence of Safety 2.0 by demonstrating how proactive strategies and staff empowerment lead to exceptional patient outcomes.  Jen and Nina also delved into their visionary approaches, such as Jen's focus on integrating evidence-based practice into daily nursing activities and Nina's championing of innovation to drive safety. Their dialogue showcased the dedication of nursing leaders at Mayo Clinic in advancing healthcare quality and ensuring that patient needs remain the central focus.This podcast is ideal for healthcare and hospital leaders, nursing leaders, nurses, quality and safety leaders and staff.    Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Looking to create lasting change in your healthcare team’s approach to hand hygiene? Dive into this episode of Key in to Quality, a Mayo Clinic podcast exploring the impactful topic of hand hygiene with insights from frontline experts. Dr. Melissa Cortez, a hospitalist, and Adam Whitford, an infection prevention expert, share firsthand experiences from Mayo Clinic’s Jacksonville campus on leading effective hand hygiene initiatives.In this episode entitled “Beyond the Basics: Transforming Hand Hygiene Compliance in Hospitals,” they reveal the secrets to fostering consistent hand hygiene practices—even in busy hospital settings. You’ll learn about innovative techniques like using security cameras to monitor compliance, and how providing specific, actionable feedback can make a real difference. Dr. Cortez and Adam also talk about recognizing “shining stars” on the staff who excel in hand hygiene, showing that a little appreciation can spark widespread engagement.Packed with practical tips on change management, communication, and behavior reinforcement, this session is perfect for any healthcare leader aiming to boost quality and safety in their organization.  Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Logistical robots are transforming the way hospitals operate, from easing supply transport to enhancing staff efficiency. While these innovations can streamline tasks, allowing healthcare professionals to focus more on patient care, they can also introduce some potential safety concerns.The latest episode of the Key In To Quality podcast, entitled “Robotics Rx: Revolutionizing Healthcare, Safely,” our guest, Carl Freyholtz, CSP, Safety Coordinator, Quality, Mayo Clinic, explores the groundbreaking integration of robotics in healthcare. The conversation covers the practical applications and safety considerations of using robots in medical settings. Learn about the real-life impact, including reduced physical strain on workers and improved time management, and explore what the "hospital of the future" could look like. Tune in to understand how robotics could reshape the landscape of healthcare, making it safer and more efficient for everyone involved.The session is ideal for healthcare leaders and staff, facilities personnel, and staff safety workers.  Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Battling healthcare’s rising trend:  workplace violenceStemming patient and staff injury in healthcare environments involves more than preventing falls and infections. The alarming rise in violence faced by healthcare providers has forced hospitals and health systems to focus on a critical yet often overlooked issue in healthcare—workplace violence.Entitled “Tackling Workplace Violence in Healthcare,” the latest Key In To Quality podcast episode, features Mayo Clinic experts, Casey Clements, M.D., Ph.D. and Sarayna McGuire, M.D., who work as emergency medicine consultants. Together, they explore the complex factors contributing to violent incidents, their impact on staff well-being, and innovative strategies for creating safer healthcare environments. Listeners will learn about various forms of violence in healthcare, including microaggressions, verbal abuse, and physical confrontations. The discussion reveals a 47% rise in healthcare violence over the last five years and shares firsthand accounts from clinicians. It challenges misconceptions that violence is confined to psychiatric settings. The podcast also highlights Mayo Clinic's initiatives in violence prevention through community partnerships, reporting tools, and technology like passive weapons detection.  Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Focus on Staff Ergonomics: Preventing injuries, boosting productivityMany healthcare jobs are physically demanding. Few things slow patient care and negatively impact productivity and financial performance than on-the-job injuries. Prevention is the key.In the latest episode of Key in to Quality podcast entitled “Staff Ergonomics: Keeping care givers in ‘fighting form’,” guest Nick Smith, CPE, ergonomist, Staff Safety, Mayo Clinic, sheds light on how proper ergonomic practices can prevent injuries, boost productivity, and enhance the overall well-being of staff members. Smith, a former medical officer in the United States Navy, says keeping ranks healthy by implementing ergonomics can create a safer, more productive work environment. He offers valuable advice and practical resources for navigating the complexities of ergonomics.The session is ideal for healthcare leaders, staff and occupational safety leaders and staff, ergonomics professionals, and employee wellness professionals. Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

In today’s high-pressure healthcare environment, the well-being of patients and staff is paramount. Yet, a growing concern is emerging within hospitals across the country—rude and violent behavior from patients and visitors that disrupts the quality of care and threatens the safety and morale of healthcare professionals.In the latest Key In To Quality podcast entitled “Addressing Abusive Behaviors in Healthcare: A Deep Dive,” guest Richard Elias, M.B.B.S., M.D., consultant, Hospital Medicine, and vice chair, Complex Behavior Committee, Mayo Clinic, dives deep into this critical issue, shedding light on the toxic behaviors that are often dismissed or overlooked, and exploring the profound effects they have on healthcare providers.In this episode, Dr. Elias along with the podcast hosts explore the troubling rise of abusive behaviors in healthcare settings by sharing showcasing real-life scenarios. By bringing these situations to life and discussing the issues, they aim to foster a deeper understanding of the human cost of such behaviors and spark a conversation about how they can be effectively addressed.The session is ideal for healthcare leaders, providers/clinicians, security personnel, human resources team members, patient grievance and regulatory staff, and accreditation personnel. Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

In 1895, while experimenting with a cathode, scientist Wilhelm Conrad Renton, discovered X-rays, which opened a whole new world in medical imaging. For the first time, physicians could see inside the human body without dissection! In the latest episode of Key in to Quality podcast entitled “Radiation Safety: Protecting patients and providers,” our guest, Glenn Sturchio, Ph.D., director, Health Physics, Mayo Clinic, delves into the fascinating evolution of radiation-based advancements, and the unanticipated injuries and challenges that followed. Dr. Sturchio also discusses Mayo Clinic’s practices and processes to ensure patient and staff safety when radiation is used in its clinics and hospitals. He also lends his perspectives on emerging technologies and how they are shaping the future of radiation safety.The session is ideal for occupational and staff safety leaders and employees, and radiation safety providers and team members. Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/Guests: Glenn Sturchio | https://www.linkedin.com/in/glennsturchio/#mayokeyintoquality Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

The COVID pandemic presented numerous challenges, from managing virus spread and evolving treatment protocols to dealing with misinformation and supply shortages. These pressures—and those since including financial losses and shortage of care givers—have severely tested healthcare workers' resilience, impacting their ability to support their teams and patients effectively. On the latest episode of the Key In To Quality podcast, guest, Lisa Hardesty, Ph.D., clinical health psychologist, Mayo Clinic Health System, shares her extensive expertise in stress, burnout, and resilience. Dr. Hardisty has developed various programs to help healthcare workers cope with burnout, which often manifests as absenteeism, cynicism, and reduced empathy. She highlights the importance of resources like employee assistance program and more that can help foster resilience and enhance staff engagement and satisfaction.   Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

In healthcare, quality is not optional; it’s imperative. However, not every employee arrives trained to bring a quality mindset to their work—whether clinical or operational. At Mayo Clinic, the Quality Academy sets the standard for the organization’s relentless pursuit of quality excellence.In the latest episode of the Key in to Quality podcast, guests Ross Reichard, M.D., pathologist and medical director and Matt Cox, M.S., quality improvement advisor III,  both with the Quality Academy, Mayo Clinic, discuss how their work brings formal education to the world of healthcare quality. The episode, entitled “Quality Academy: The Heart of Mayo Clinic Quality Improvement,” shares how their multi-level courses equip staff with tools to identify opportunities for enhancement and to champion impactful improvement in service to patients, which ultimately delivers on Mayo Clinic’s primary value: The needs of the patient come first.” Learn more about opportunities with the Quality Academy.Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/Guests: Ross Reichard | https://www.linkedin.com/in/ross-reichard-093555226/  and Matt Cox | https://www.linkedin.com/in/matthewcox75/#mayokeyintoquality Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

In the latest episode of the Key In To Quality podcast, guest Michelle Nordland, manager, Project Management and Value Creation, Department of Radiology, Mayo Clinic gets candid about her approach to transformative improvement and her belief that improvement can start with one person.    In this episode, Michelle shares how she challenges leaders to think differently about Lean methodologies and teaches staff members how to “fish” when it comes to growing and advancing quality improvement in a radiology practice.Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/Guest: Michelle Nordland | http://linkedin.com/in/michelle-nordland-2b563339#mayokeyintoquality Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

What makes quality improvement a daily norm? The mindset that “good enough isn’t good enough,” according to Sean Dowdy, M.D., chief value officer, Mayo Clinic and a recent guest on the Key In To Quality podcast.In this episode, entitled “Quality Improvement is a Mindset: perspectives from a chief value officer,” Dr. Dowdy talks about his approach to fostering sustained improvement across Mayo Clinic’s multi-site, 80,000 employee enterprise. He shares his leadership philosophy, definition of high reliability, and how Mayo Clinic sets expectations.The session is ideal for executive leaders/C-suite, board members, patient safety and experience leaders and staff, performance improvement experts.Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Larry Senn, a pioneer in the field of corporate culture, said “Culture is not an initiative. Culture is the enabler of all initiatives.” That includes quality improvement according to Jessica Stellmaker, supervisor, Specimen Operations, Department of Laboratory Medicine, Mayo Clinic. On the latest Key In To Quality podcast, Jessica shares a host of leadership best practices when it comes to creating an organizational culture that delivers the best quality outcomes. Chief among her thoughts: empower people to continuously improve and recognize improvement efforts quickly and consistently. Her recognition tactic is creative and motivating!The session is ideal for quality improvement, medical, and administrative leaders, laboratory leaders, and anyone interested in building a culture of quality improvement.Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/Guest: Jessica Stellmaker | https://www.linkedin.com/in/jessica-stellmaker-6aa822110/#mayokeyintoquality Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

It’s been said that “teamwork makes the dream work.” Eric Siebeneck, performance improvement advisor, our guest on this episode of the Mayo Clinic Key in to Quality podcast, agrees with this when it comes to healthcare organizations working to improve quality of care delivery. However, often the responsibility is siloed and even shouldered by one or two individuals. Collaboration, particularly with clinicians, is critical to achieving rapid and lasting performance improvement. According to Eric the key to effective and lasting change is in an organization’s culture. At Mayo Clinic, he facilitates and coaches teams within the clinical practice toward better outcomes. He says bridging gaps between people and departments generates new ideas, improves outcomes, and contributes to a more resilient, responsive, and joyful workplace. Eric shares common misperceptions about quality improvement and key success factors he’s discovered in his work. Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

As healthcare delivery systems work toward adoption of emerging digital technologies and more automation, many leaders grapple with the question of how much is too much. Are the human elements of care—comfort, empathy, and warmth—being diminished or lost along the way? Our guests on the latest Key In To Quality podcast say it’s about awareness and balance. In the episode entitled “Tech with Heart: Navigating Innovation and Compassion in Healthcare,” Anne Pronschinske, vice chair, Center for Digital Health, Mayo Clinic and Rebecca Brustad, director, Patient Experience, Mayo Clinic, discuss the organization’s approach. Together, they share insight into how Mayo Clinic is extracting the efficiencies of innovation while finding new ways to maintain the human aspects of patient care and experience. They assert that when the patient remains at the center of every decision, technology can benefit caregivers and free up time do deliver human-centered care and find more meaning and purpose in their work.. #mayokeyintoquality Hosted by: Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and Sheri Nemec, Consultation and Relationship Manager, Quality Department, Mayo Clinic LinkedIn: Timothy Morgenthaler, M.D. and Sheri Nemec Twitter: @DrTimMorg Guests LinkedIn:  Rebecca Brustad and Anne Pronschinske Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Patient experience is about making patient healthcare journeys better; in creating improved experiences, healthcare delivery staff often enjoy better processes and outcomes. But who is responsible for creating patient experience improvement? Where does one start? And are innovation and automation at the center of it all? Not necessarily says our latest podcast guest. In this episode of the Key in to Quality podcast, Lacey Hart, Administrator, Experience Relationship Management (XRM), Quality Department, Mayo Clinic, says that experience design focuses on the gaps between the experience points along a patient’s journey. Hart, who leads a team of experience relationship design professionals, discusses how Mayo Clinic’s patient experience strategy has created powerful synergy between people, processes, and technology, resulting in better interactions—and relationships—with patients. #mayokeyintoquality Hosted by: Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and Sheri Nemec, Consultation and Relationship Manager, Quality Department, Mayo Clinic LinkedIn: Timothy Morgenthaler, M.D. and Sheri Nemec Twitter: @DrTimMorg Guest LinkedIn:  Lacey Hart Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Volunteers fill many significant roles to support the human experience in healthcare.  Hear from Erin Pittman, Director of Volunteer Services, who oversees volunteer programs, hospital gift shops and animal assisted services at Mayo Clinic Rochester. Erin shares her perspectives about the complex field of volunteer management and the importance of understanding the impact of volunteers have in connecting with patients through empathy, kindness and human centered care. She discusses the process to engage volunteers and discover their personal “why” to volunteer. Erin describes the shifts and future innovations in volunteer services including embracing diversity and other success tips. #mayokeyintoquality Hosted by: Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and Sheri Nemec, Consultation and Relationship Manager, Quality Department, Mayo Clinic LinkedIn: Timothy Morgenthaler, M.D. and Sheri Nemec Twitter: @DrTimMorg Guest LinkedIn:  Erin Pittman Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

It's been said that passion provides purpose, but data drives decisions. When it comes to patient experience data, both are true. Often, however, it is easy to focus on surface-level summaries while overlooking valuable insights or “golden nuggets.” In this episode, Laurie Wilshusen, administrator, Quality Experience Research, Mayo Clinic expounds on 30 years of experience listening to patients through market research. While the state of the art has changed a lot throughout her career, she points to more contemporary tools such as natural language processing, which reveals the golden nuggets (what patients are saying about their experiences and needs) and efficiencies to organize it into actionable insights. Listen in as Ms. Wilshusen shares her thoughts how leaders can use and share data more effectively and empathically, and a glimpse into the future of measuring emotions, human connection, relationships, and trust. #mayokeyintoquality Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and guest host Kelly Vorseth, Quality Director, Mayo Clinic LinkedIn: Timothy Morgenthaler, M.D. and Kelly Vorseth Twitter: @DrTimMorg Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Research supports the connection between the patient experience, patient safety, and clinical outcomes. How do these health care factors intersect to support human connection and trust within clinical encounters? And why is that essential? In this episode of the Key in to Quality podcast, Dawn Davis, M.D., department chair and consultant, Dermatology, Mayo Clinic, shares her thoughts on the patient journey: from first making an appointment to walking out of the hospital or clinic. According to Dr. Davis, the journey involves the patient, their family, caregivers, and providers, and requires a unique skillset to make personal connections, build trust, and help patients feel seen and heard. She says making patients the top priority in every interaction leads to better patient outcomes and increased satisfaction by patients and those caring for them. #mayokeyintoquality Hosted by: Hosted by: Timothy Morgenthaler, M.D., Vice Chair, Quality, Mayo Clinic, and Sheri Nemec, Consultation and Relationship Manager, Quality Department, Mayo Clinic LinkedIn: Timothy Morgenthaler, M.D. and Sheri Nemec Twitter: @DrTimMorg   Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality

Experiences are more than just a series of transactions between patients and healthcare professionals. In many instances, care involves deeply personal and often vulnerable human interactions—not just services but moments of trust. Healthcare can profoundly impact people on a personal level. How can we build a deeply human experience for both patients and caregivers? In this episode of the Key In To Quality podcast, Sheila Stevens, MSW, administrator, Experience Training, Education & Coaching, Mayo Clinic, shares her team’s model for exceptional human-centered care experiences and how to train staff to deliver them. #mayokeyintoquality Hosted by: Timothy Morgenthaler, M.D. @DrTimMorg and Sheri Nemec Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/#mayokeyintoquality