Hearts of Excellence

How do you carry the heart of patient care into leadership and operations?In this episode of Hearts of Excellence, hosts Chelsey Gheyara and Paul Pruitt sit down with Brittany See, Enterprise Reimbursement Strategist at Majestic Care, to explore how clinical experience can shape stronger leadership, better systems, and more meaningful outcomes in long term care.Brittany shares her unique journey from occupational therapy to becoming an EMT and firefighter, and ultimately stepping into a strategic leadership role. Her story reveals what it means to see the full continuum of care, from emergency response to rehabilitation and independence, and how those experiences built her passion for serving the geriatric community.Together, they dive into the intersection of clinical care, documentation, reimbursement, and leadership, highlighting how data and systems should always reflect the real people behind them. This conversation challenges leaders to rethink how they approach operations, emphasizing empathy, adaptability, and the importance of supporting teams where they are.This episode highlights the power of maintaining a clinical lens, building strong team cultures, and using innovation to enhance care without losing the human connection at its core.In this episode, you’ll hear:How Brittany’s experience as an EMT and therapist shaped her leadership perspectiveWhy documentation and data are critical to delivering quality patient careHow leaders can balance operational demands with empathy and connectionHighlights:(00:00) Introduction(01:00) Brittany’s background in therapy, EMT, and firefighting(05:00) Discovering a passion for geriatric care(08:00) Transitioning into a leadership role early in her career(10:00) Balancing patient care with operational responsibilities(14:00) Joining Majestic Care and stepping into strategy(17:00) Connecting clinical insight with reimbursement and data(20:00) Improving care through documentation and team alignment(23:00) Leading teams through challenges and mindset shifts(27:00) The role of support systems and organizational culture(31:00) How technology and AI are shaping the future of care(36:00) Why every resident has a story(39:00) Advice for clinicians moving into leadership roles(41:00) Final reflections on purpose and impact

How do you truly show care beyond their medical diagnosis?In this episode of Hearts of Excellence, host Chelsey Gheyara sits down with Dr. Adrienne Boissy, Chief Medical Officer at Qualtrics, Neurologist, and former Chief Experience Officer at the Cleveland Clinic. Together, they explore how empathy, leadership, and innovation shape more meaningful care experiences.Dr. Boissy shares powerful patient stories that changed how she sees healthcare, reminding us that behind every clinical decision is a human being navigating fear, uncertainty, and hope. From the emotional weight families carry to the growing role of technology in care, this conversation challenges us to rethink how systems can better support both patients and caregivers.This episode highlights the importance of curiosity, connection, and designing care environments where people feel seen, heard, and valued.In this episode, you’ll hear:How social isolation can affect people as deeply as physical painHow technology should support connection, not replace itHow leadership starts with self-awareness and intentional human connectionHighlights:(00:00) Introduction(01:06) Early patient moment that reshaped empathy(05:19) Why patients are overwhelmed by healthcare complexity(09:30) Rethinking life in long-term care environments(11:30) The role of empathic curiosity in care(13:00) Social isolation and its impact on the brain(15:30) Leadership, identity, and personal values(18:22) Showing up authentically as a leader(20:00) Communication and disagreeing with empathy(22:04) Transitioning from clinical care to leadership and tech(25:00) Defining purpose through the “Joy Pie”(28:00) Balancing technology with human connection(31:00) Recognizing and supporting caregivers(33:00) Creating meaningful patient experiences

How can a life change when you show someone in need real, genuine care?In this episode of Hearts of Excellence, host Chelsey Gheyara is joined by Jerald Cosey, an independent consultant and the architect behind Majestic Care’s Administrator in Training (AIT) program. From his start in pharmaceuticals to becoming a CNA and now shaping the future of long-term care leaders, Jerald’s journey is filled with service, grit, and a deep love for people.Together with the Majestic Care CEO, Paul Pruitt, they explore servant leadership, building mission-driven teams, and the power of staying connected to the floor. Jerald shares personal stories of  helping a Resident in need that reflect his belief: Everything starts with people.In this episode, you’ll hear:Why every AIT in the program earns their CNAA behind-the-scenes look at Majestic Care’s hands-on AIT modelThe CEO mindset and how to grow through what you go throughHighlights:(00:00) Introduction(01:31) How Jerald went from pharma to senior care(02:56) The impact of volunteering in a nursing home(04:05) Why Jerald became a CNA(08:43) What makes Majestic Care’s AIT program different(10:25) Why every team should write their own mission(13:55) How Jerald prepares new administrators to lead(14:46) What Jerald gained by entering long-term care(19:42) How the field has changed after the pandemic(21:47) The hardest moment of Jerald’s career(24:22) How the AIT program builds confidence and community(27:33) A lesson in self-awareness from Paul’s story(30:53) How to lead with humility and grow from failure(34:10) Why no one should lead alone(36:37) What true leadership looks like in a care community(39:42) What excellence means to Jerald

In this episode of Hearts of Excellence, we are joined by Gregg Fuller, Senior Executive Director at Majestic Care. With over two decades of experience, Gregg reflects on his journey from being a CNA to achieving multiple deficiency-free surveys across challenging long-term care settings.They discuss the mindset it takes to lead with both empathy and structure, the importance of understanding every Resident’s story, and why excellence in care starts with consistency every single day. Gregg also opens up about the emotional impact of working with behavioral health Residents and how fostering strong team relationships has transformed care environments.This is a conversation about heart, leadership, and what it means to truly show up for your Residents and your team.In this episode, you’ll hear:Creating consistency to achieve deficiency-free statusA fresh perspective on “behaviors” in behavioral healthHow AI can support, not replace, relationship-based careHighlights:(00:00) Introduction(01:14) Celebrating two consecutive deficiency-free surveys(03:31) From CNA at Purdue to Executive Director(07:50) The power of compassion in behavioral health(10:49) Mental rehab, not just medical rehab(13:10) Building trust and structure for Residents to thrive(16:15) A leadership lesson from a young Resident(17:31) Using AI to focus on what matters most(23:51) How to maintain a deficiency-free culture(29:10) Learning from failure and blending cultures(34:01) A Care Team member’s journey from housing insecurity to success(41:56) Advice for new leaders in long-term care(42:28) Gregg’s definition of excellence

What does it mean to lead with both heart and clinical precision?In this episode of Hearts of Excellence, host Chelsey Gheyara sits down with Dr. Robert Russell, Chief Medical Officer at Majestic Care, whose journey into geriatrics was anything but planned and entirely purpose-driven. From a chance rotation that changed his career path to the powerful lessons learned during the pandemic, Dr. Russell shares how authentic leadership in healthcare starts with listening, advocating, and never forgetting the people at its center.With warmth and candor, he explores the changing face of long-term care, the importance of vulnerability in leadership, and why every Resident deserves to feel seen, heard, and valued.In this episode, you’ll hear:How a pediatric dream evolved into a purpose in geriatricsThe role of advocacy in delivering exceptional careWhy vulnerability is a strength for healthcare leadersHighlights:(00:00) Introduction(00:43) What inspired Dr. Russell to become a physician(02:55) From pediatrics to geriatrics: how his path shifted(04:49) What makes long-term care fulfilling and different(07:50) The reality of forgotten populations in care(10:10) Leadership during the pandemic and staying human(12:42) How caregiving changed post-COVID(14:35) Balancing innovation with compassion(17:18) Why empathy and communication should be taught in care training(19:59) How Dr. Russell stays grounded in the work(22:50) A personal story that reminded him why this work matters(25:46) Keeping connection and dignity at scale across communities(30:50) Advice for new long-term care leaders(34:31) What the future of caregiving should look like(39:31) How to inspire excellence without expecting perfection(42:02) Final encouragement for the care community

Excellence in long-term care can begin when someone is willing to challenge norms.In this episode, host Chelsey Gheyara is joined by Majestic Care’s CEO, Paul Pruitt, and Jeannie Sage, an industry-leading executive in nursing leadership, for a conversation that peels back the layers of real change inside nursing facilities. From removing traditional nurse stations to hiring an epidemiologist, Jeannie shares the bold decisions that helped turn around a struggling building. Along the way, she speaks to the role of compassion, connection, and clinical depth in transforming outcomes and restoring dignity to care.In this episode, you’ll learn:How antipsychotic use dropped through personalized careWhy rethinking care teams improved resident engagementWhat happened when the dementia unit became more human-centeredHighlights:(00:00) Introduction(00:23) Meet Jeannie Sage(01:17) The Moment That Sparked Jeannie’s Nursing Journey(02:57) Family Lessons In Advocacy And Dignity(04:09) Turning Around A Facility In Crisis(05:16) Hiring An Epidemiologist Instead Of Following Tradition(07:25) Putting Residents First In Every Decision(09:36) Compassion As Action And Calling(12:25) Building Clinical Excellence In Nursing Homes(15:52) Why Nursing Students Overlook Long-Term Care(17:59) Challenging The Mindset Of We Have Always Done It This Way(19:54) Supporting Care Teams And Addressing Mental Health(24:11) The Quiet Honor Of Being There At Life’s End(26:49) Transforming Dementia Units Into True Homes(32:03) Rebranding Long Term Care And Embracing Innovation(37:20) Building Safe Teams And Living Core Values(41:03) What Excellence In Leadership Really Means

What if the key to excellent resident care isn’t just better systems but better support for the people who provide it? In this episode, you’ll hear how leadership rooted in empathy can transform lives. Join host Chelsey Gheyara as she sits down with Paul Pruitt, CEO of Majestic Care, and Brandi Thompson, Executive Director of Majestic Care of Newburgh. Together, they open up about their own journeys from bedside to leadership and the crucial truth they’ve learned along the way: when we pour into our care team members, they’re empowered to pour into our residents.This conversation honors the human connection at the heart of long-term care and reminds us all that no role is ever “just” anything when it's excellently led with the heart.In this episode, you’ll learn:How true leadership starts with listening and showing upWhy supporting caregivers in their own homes improves their care at workWhat happens when failure is treated as a path to growthHighlights:(00:00) Introduction(00:30) Meet Paul Pruitt & Brandi Thompson(02:15) Brandi’s inspiration for entering senior care(03:30) Brandi’s “aha” moment & knowing her purpose(04:30) Transitioning from therapist to administrator(06:15) Leading by example: Scrubs on, hands-on care(07:30) Compassionate leadership at Majestic(08:15) Becoming an agency-free building(09:30) Pouring into leaders and changing culture(14:00) Supporting care team members and their families(17:30) Learning from failure: Earning your leadership stripes(20:30) Advice for new administrators in long-term care(27:15) Standing up for residents’ rights during the survey(34:00) What excellence in care and leadership really means

Most people think they know what a nursing home is, but they’ve never heard the voices inside.Welcome to Hearts of Excellence, the podcast that opens the door to real stories of care, compassion, and resilience.  Each episode, we share the stories of those who live and work in long-term care, highlighting the human side of healthcare. Join us as we honor the hearts that make excellence possible every day and explore how community, empathy, and purpose come together to create a better future in healthcare.