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NEW SEASON COMING JAN. 15! 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)!

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Check latest episodes from The Experience Shift | NRC Health podcast

Compassion as a Competitive Advantage with Dr. Anthony Mazzarelli

2026/03/12

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 performance, patient loyalty, workforce engagement, and burnout reduction. He also discusses how compassion functions as a competitive differentiator in today’s healthcare landscape, data‑driven strategies for improving physician engagement and experience scores, and the connection between compassion, clinician well‑being, and organizational culture. Subscribe for more insights on healthcare transformation, leadership, and experience innovation.

The Clinician’s Voice in a Noisy Digital World with Dr. Wendy Sue Swanson

2026/02/26

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 experience launching the first hospital‑sponsored medical blog, her early fight against online misinformation, and the lessons she’s learned about engaging patients at scale.

Inside the Physician Perspective on Experience with Dr. Thomas Howell

2026/02/10

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 frustration, and why Gen Z still values personal connection. He also reflects on burnout, loss of autonomy, and the need to rebuild purpose in clinical work. Looking ahead, he shares what he hopes will define the next era of healthcare, from better outcomes to stronger patient–provider relationships.

Ken Hughes on Human-Centered Healthcare: From Patients to Guests

2026/01/29

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 connection. Ken shares insights on loyalty, workforce empowerment, and lessons from Taylor Swift on creating belonging and disruption.

Ryan Donohue on the Future of Healthcare Consumerism, Trust, and Brand Strategy

2026/01/15

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.

Courage, Culture, and Costs Navigating Change in Healthcare

2025/09/30

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 respond to physician shortages, rising costs, and patient expectations, while ensuring care remains personal and effective.

Leadership That Listens Building Trust Through Strategy

2025/09/16

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.

Responsible AI in Healthcare Balancing Innovation and Humanity

2025/09/02

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.

Innovation with Intention Jesse Goodwin on Making Healthcare Work for Patients

2025/08/19

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.

From Mission to Action Building a Living Strategy

2025/08/05

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 building trust. From innovation to brand and convenience, learn what it takes to make strategy matters for employees, patients, and the entire community.

Beyond the Buzzwords: The Future of Population Health with Dr. Brian Silverstein

2025/07/22

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, opportunities, and mindset shifts needed to transform care delivery.

The Future of the Physician AI, Empathy, and the Evolving Patient Experience

2025/07/08

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.

Restoring Human Connection in Healthcare A Conversation with Dr. Kevin Pho

2025/06/24

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.

The intersection of medicine, technology, and humanity with Dr. Geeta Nayyar

2024/12/03

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 healthcare.

Jeremiah Todd on revolutionizing patient engagement and language access

2024/11/26

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 and engaging healthcare environment.

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5 out of 5

8 reviews

★★★★★

klabbbbbbbb 2021/05/04

Insightful

Ryan and Brian do a great job of getting the answers that are interesting from their guests and moving to excellent topics in the industry, even for s...

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