The Healthcare QualityCast
By Jarvis Gray
The Healthcare QualityCastMay 04, 2022
Special Announcement - Pause
Healthcare QualityCast Pilot Episode #0: Chika Odioemene MSN, NP, RN, MS-HQS, CPPS, CPHQ, LSSMBB, FISQu
The Journey of the Healthcare QualityCast with Jarvis Gray, Part 3
Welcome to the third and final installment of The Healthcare QualityCast, featuring Jarvis Gray. we truly hope that you've enjoyed each of these conversations reflecting on the journey with the podcast, as well as the journey that Jarvis has been on for the past few years. As Jarvis goes through a transition in launching his new show, we invite you all to stay connected and continue all of your incredible efforts to make healthcare a safer, more accessible, and more affordable industry serving the communities that we love and live in.
The Journey of the Healthcare QualityCast with Jarvis Gray, Part 2
A pleasure to assist this connection - I’ll let you both take it from here.
The Journey of the Healthcare QualityCast with Jarvis Gray
Quality people, after building this up for the last few weeks we are finally tapping into the last of our new interviews for this segment of the podcast. I'm honored to have had our amazing guests, Dr. Nigel Brown and Evita Payton, Reach out to me at a point where I didn't know what to do with the podcast and how to close it out as I shift and begin the process of launching an entirely new show.
I remember jokingly mentioning 2 Evita over a year ago that I hadn't been a guest on my own podcast and sure enough, she recalled it and not only offered to interview me but also bought in Nigel for the tag team, throwdown, knockout interview of the entire series.
Now if you can imagine I've personally had so many things that I can touch on given the entire genesis of this show that the discussion actually lasted nearly three hours so with that I'm breaking this up into a three-part series before we officially transition back into our best of series to wind the showdown.
So with no further delay let's jump into part one of three and well I guess that I am officially the person in the hot seat… I hope that you all enjoy the first part of this conversation and let me thank you all again for such an amazing journey over the past three years with this podcast.
The Best of the Healthcare QualityCast: Evita Payton, MSHI, MSHA, LSSBB
Evita is a certified Lean Six Sigma Black Belt and holds dual master’s degrees in Healthcare Administration and Health Informatics from the University of Alabama-Birmingham.
Here in Episode #48 Evita opens our show with a classic quote to help us avoid the mistakes of rework;
She then walks us through her career story in going from the marines to Disney, and making her way into healthcare…And as part of that story, she shares how a diagnostic error guided here career path;
Evita shares several insights connected to permitting clinical leaders to be more patient-centered within their daily tasks;
And shares an impressive team-building technique where she allows groups to jump right into solutions and reverse engineers the problems;
Evita shares an impressive aha moment that lead to her earning additional credentials in healthcare informatics;
She shares her excitement in the progress being made to foster more patient participation in their own care processes;
Evita gives us powerful examples of how investing in people can have tremendous impacts on the personal and professional make-up of our teams;
And she illustrates a phenomenal story of leading by example gained from her time in service as a US Marine.
Evita, thank you for your service to our country, our healthcare industry, and to our podcast to share your story!
I hope that you find continued success with your teams as you continue move forward and make great strides in your healthcare quality improvement career!
Quality people, I hope that you enjoy todays show with Evita and that you and your teams are all set to continue bringing value to your organizations, your patients, and your communities
The Best of the Healthcare QualityCast: Nigel Brown, DBA
Hello quality people, healthcare leaders and everyone in between!!!
Welcome! You’re listening to episode #17 of the healthcare qualitycast and I am your host Jarvis Gray with the quality coaching company….And I’m proud to introduce you all to today’s guest, Mr. Nigel Brown.
Nigel is the Executive Director of Performance Excellence and Process Improvement for the UAB Health System, where he promotes and leads a culture of quality and performance improvement through coaching, mentoring, facilitation and education.
Nigel has been recognized for his work in quality and process improvement initiatives through many organizations including most recently by Press Ganey.
Nigel brings to our show over 15 years of experience in deploying lean production systems, he holds a Master’s in Healthcare Quality and Safety, along with an MBA, and is currently pursuing Doctoral studies in Strategy and Innovation.
Now I’ll stop there, because I kid you not Nigel’s bio and professional profile may officially be the longest and most diverse in the short history of our show!...I mean this guest literally teaches Quality and Patient Safety programs in South Africa.
Please trust me when I say that Nigel brown is well qualified to be on the show, but a story that I would love to share is actually connected to the last time that I ran into Nigel.
It was about 3 months ago in San Antonio Texas at the recent SHS conference.
Now as it turns out, my grandmother lives in San Antonio, and she dropped by the conference to sit in on my presentation. And following the presentation as I walked her back to her car, we came across Nigel and his team from UAB…and I kid you not, they chatted my 83 year old grandmother up for every bit of 30 minutes just making her feel like the most important person in the world!
After that, we went to lunch and all she did was talk about Nigel. Every so often when I call her, she’ll ask about Nigel. And when I shared this episode with her, she was so excited because it was Nigel!
Now Nigel, your contributions to our show and quality people are exceptional, but the impact that you and your team had on my grandmother in such a short period of time has been priceless and for that I salute you!
Here in episode #17 Nigel and I talk about his career transitions from manufacturing into the healthcare industry, the power of listening, taking the humble approach to team development, Nigel shares a perspective on how best to lead healthcare teams in their improvement efforts, he geeks out around the future innovations coming in healthcare, our shared vision for increasing the diversity of skillsets among healthcare quality people, and his thoughts on embracing change.
The Best of the Healthcare QualityCast: Don Martin MHA, FACHE
Here in episode #26, Don shares how he keeps a consistent focus on quality improvement with his teams, he shares how he got his lucky start from playing music and selling pianos, to transitioning into the healthcare industry; he highlights his success in growing physician practices, while simultaneously achieving high-quality outcomes; Don reflects on leadership challenges in managing physician practices and offers tips on how he communicates change across his teams; Don shares a success story in helping a new physician practice achieve long-term success and sustainability, and offers his thoughts on the industry moving ever closer towards value-based care.
There are only a handful of leaders that I aspire to be like and model my career journey after, and Don is 100% on that list.
In my experiences with Don, I’ve found that he’s always been super cool, calm, and collected…and at the same time given his incredible career path and longevity, I know that he’s probably forgotten more than I’ve ever learned when it comes to executive leadership.
At this point, being a great leader its likely all reflex and muscle memory because he’s been doing it so well for so long!!!
Don, I appreciate you greatly for the time, knowledge, and the opportunity to reconnect!!!
Quality people, I’d love to know who are the Don Martins of your careers? What leader stands out for you as a future aspiration?
Shoot me an email or post a comment in our Linked in page…I’d love to hear you!
Enjoy todays show with Don and we’ll be back next week with another quality guest!!!
Send in a voice message: https://anchor.fm/healthcarequalitycast/message
The Best of the Healthcare QualityCast: Bonnie Barnes, CEO at The DAISY Foundation & Stuart Downs, DNP, RN, CENP, CPHQ
Bonnie (Baruch) Barnes, FAAN Co-founder, CEO at The DAISY Foundation
Bonnie Barnes was retired from a long career in advertising and marketing and was growing wine grapes in Sonoma Valley when her step-son Patrick died.
You’ll soon hear her story of how she and her husband Mark turned their attention to the profession of nursing and created The DAISY Foundation.
Stuart Downs, DNP, RN, CENP, CPHQ, NEA-BC, FAONL, FACHE Chief Operating Officer
Dr. Stuart Downs is the Chief Operating Officer of WellStar Atlanta Medical Center. In collaboration with an integrated system leadership team, Dr. Downs drives the implementation of policies and standards across the hospital system to ensure evidence of high quality in the provision of patient care across all service lines.
Inducted as an inaugural fellow in the American Organization for Nursing Leadership (AONL), Dr. Downs is a past member of the AONL Board and currently serves as a member of the Board of Directors for the International Daisy Foundation.
Here in episode #106, Bonnie and Stuart share the spotlight in this unique and incredibly insightful episode;
Bonnie starts our show with 3 mindsets that allow her to lead such a powerfully, influential recognition program;
Stewart add to our kick-off with the mindset that leadership is the goal and not the role;
Bonnie shares insights on Patrick’s journey and how the experience launched the Daisy award;
Stewart shares how his original career plans to be a pilot were rerouted due to the personal impact of a nurse;
Bonnie gives us three vital takeaways for all health care leaders to know about the Daisy Award;
We get the scoop on how the Daisy Award and Cinnabon came into partnership;
Stewart provides us with insights on the impact of the Daisy Award with the front line and additional benefits of the Daisy program on hospital leadership teams;
Bonnie provides details on many of the challenges realized with launching an international program;
Stewart gives us a “day in the life” view as a healthcare senior executive, and his passion around professional career development;
And we highlight staff burnout and mental health as some of the greatest concerns for health care leaders moving into 2021 and beyond.
Best of The Healthcare QualityCast: Eddie Pérez-Ruberté, Former Healthcare Transformation Leader
Eddie Pérez-Ruberté is an Operational Excellence consultant, facilitator, author, speaker and blogger. He is currently Senior Lean Project Manager at BayCare Health System. With a background in industrial engineering, Eddie now helps organisations in implementing Lean programs. In this episode he talks about how he moved from engineering to healthcare, gives insights on Gemba and his thoughts on what needs to change in healthcare.
- How Eddie got into quality
- Turning around a rapid improvement event he was running that looked like it was going to fail
- The importance of getting to know your team
- Some insights on how to do Gemba
- How Eddie balances the high expectations he has for his teams
- That quality professionals need to keep challenging the status quo
- That the innovation in medicine needs to transfer to other areas of healthcare
- How the healthcare industry needs to change its perception so it can attract talented professionals
- Advice Eddie was given from a mentor about not putting your opinions in writing
Quotes to Remember
“If you can’t be a tall and sturdy pine that on the summit rises in it’s splendour, do not grieve for it. Be a bush but amongst the bushes be the best” - translation of Spanish poem
We lose touch with the fact that what seems to us a small change may be a big change for other people. We need to be cognizant of that and help them through it.” – Eddie Pérez-Ruberté
Connect with Eddie
Best of The Healthcare QualityCast: Jennifer Hooks, Performance Improvement Expert
Jennifer is the Manager of the Performance Improvement Department at the Medical University of South Carolina and is a retired Air Force E9 Chief Master Sergeant with 32 years of clinical, administrative and performance improvement experience in hospital, ambulatory care and dental facilities in a variety of settings worldwide.
At MUSC Jennifer and her team of Six Sigma Green and Black Belts supports executive leadership teams in the deployment of Lean Six Sigma throughout the organization by developing and delivering Lean Six Sigma training programs and leading system wide improvement projects.
Jennifer has a MBA in Human Resources, a BS in Occupational Education and Health Administration, she is a certified Six Sigma Master Black Belt and LEAN Sensei, she is a member of the American Society for Quality (ASQ), the Institute of Industrial and System Engineers (IISE), Society of Health Systems (SHS), Institute for Healthcare Improvement (IHI) and Project Management Institute (PMI).
Here in episode #32 Jennifer opens the show with a great leadership mindset, she shares her career journey from the Air Force and into her current leadership role, she highlights the value of Demings 14 points of management, and breaks down the cultural differences between military leadership culture and civilian hospital culture, she shares a great tactic for letting teams vent their emotions when launching new projects, she connects a major career aha moment with the tastiest training exercise ever, Jennifer highlights an often overlooked opportunity for healthcare systems to focus on aligning cultures following company mergers, and after reviewing this session I really wish that I had stayed on that topic just a little bit longer. Jennifer then calls on all quality people to become better storytellers and turns our mentor question around and highlights the power of professional sponsorships.
Jennifer you are truly one of a kind! From all of the value that you’re delivering in today’s show to your leadership with the conference and the exceptional team you’ve built there at MUSC. I thank you sincerely for the contributions that you’re bringing to the industry and also for your past service to this country.
Best of the Healthcare QualityCast: Quint Studer, Author, Entrepreneur, Philanthropist
Quint Studer is a community volunteer, a visionary, an entrepreneur, a mentor to many, and extremely dedicated to his community. For more than 30 years, he has given his life to designing the building blocks in organizations that will guide them to achieving and sustaining a culture of high performance.
Quint Studer is the founder of Studer Group®, a recipient of the 2010 Malcolm Baldrige National Quality Award. Studer Group is an outcomes firm that implements Evidence-Based Leadership systems and practices to help organizations achieve, sustain, and accelerate in service, quality, finance, people, and growth. For six consecutive years – the last three being in the top 10 – Studer Group has been named one of the Best Small and Medium Workplaces in the United States by Great Place to Work®. Quint retired from Studer Group in March of 2016 to become a full-time community volunteer to undertake the development, training, and education of the Pensacola Metro Community.
Inc. magazine named Studer it’s Master of Business, making him the only healthcare leader to have ever won this award. Twice Modern Healthcare has chosen him as one of the 100 Most Powerful People in Healthcare for his work on institutional healthcare improvement. Modern Healthcare, along with its sister publication Advertising Age, also honored him with the first Healthcare Marketing Visionary IMPACT award in 2014. Around the same time, Becker’s Hospital Review recognized him as one of the 40 smartest people in healthcare.
Studer has authored ten books, most of them for the healthcare leadership market. His first book, BusinessWeek bestseller Hardwiring Excellence, is one of the most-read leadership books ever written for healthcare. More than 1 million copies are in circulation and is still one of the best-selling books in healthcare. His latest book, The Busy Leader’s Handbook: How To Lead People And Places That Thrive, is packed with proven best practices, tools, tips, and tactics for engaging employees, revitalizing cultures, delighting customers, and building high-performance companies and reach. It reached number five on the Wall Street Journal’s bestseller list.
Here in Episode #88, Quint starts our show with a leadership mindset that if you see it solve it; Quint walks us through his tremendous career spanning the course of 30+ years as a teacher, healthcare administrator, an entrepreneur, philanthropist, and author; he shares why self-awareness is needed to fine-tune your leadership skills; Quint teaches us that the best leaders are very coachable; he calls out authenticity as a foundation of good leadership; he shares his biggest failure that almost caused him to walk away from healthcare; Quint highlights the power of learning labs for professional development; he shares a tool that will help you level up to becoming a “Straight A Leader”; he delivers a perfect mindset for creating Always experiences; Quint gives great real-life examples of leading with values; and tells us why leadership is an inside job.
Mamba Mentality Meets Healthcare Quality with Brittany Fennell MBA, LSSGB, CPHQ
Introducing today's guest, Brittany Fennel who currently serves as the Director of Quality Metrics for MedCura Health with a role focused on establishing processes and infrastructure to continued improvement in healthcare.
In this episode, Brittany describes her journey into healthcare, highlighting the intentional steps and methods she employed, lessons learned along the way, and her hopes for the future of Healthcare Quality.
[00:35] A quote that inspires Brittany is Kobe Bryant's 10 rules; "Get better every single day, Prove them wrong, Work on your weaknesses, Execute what you practiced, Learn from greatness, Learn from wins and losses, Practice mindfulness, Be ambitious, Believe in your team, and Learn storytelling".
[18:35] Best moment of failure: This occurred when Brittany did her very best to prepare and deliver a presentation to clinicians but got a response that was not encouraging. She learned that she had to change her mode of delivery as a non-clinician in a clinical space, by engaging clinicians in one-on-one conversations that build trust and relationships.
[25:56] Tools for building intimate connections: For starters, people need to know they can freely speak their minds without fear of judgment. Secondly, be yourself; know and be open about your strengths and limitations. Additionally, it's good for people to have the mindset to do their best knowing some days will be better than others.
[30:20] Best "Aha" moment: This was also when she had the presentation that didn't get the expected response, particularly the realization that it is pivotal to know your audience and adopt the most effective means of communicating with them.
[36:34] People need to be made to see healthcare as any other business, with several different aspects that would benefit from innovation by healthcare quality professionals while offering various opportunities to them at the same time.
[39:37] Brittany is most inspired by her interactions with different areas of the business and the different roles they play as it relates to her work, creating the fundamental background for the business to thrive.
[41:43] Best Career Advice: Everything does not require an immediate response or decision.
[43:47] A personal habit that contributes to your success? Having a good information management system which includes putting things down meticulously such that they can just be checked up and the mind has space for creativity.
[45:07] One Note and a handwritten planner. Other very effective tools for planning are Notion and "The Full Focus Planner".
[48:28] Professional Society and Conference recommendations: National Association of Healthcare Quality (NAHQ) and Vizient.
[50:34] Book recommendation: "The Price We Pay" by Marty Makary M.D
[52:17] Brittany's message to herself in the past would be "It's going to be okay". To herself 10 years in the future, she would say "Just do it".
[53:43] Connect with Brittany on LinkedIn.
"Beyond the data, beyond the regulatory impact, there's a story to be told"
"Population health only improves when the outcomes of many individuals improve...and that's what value-based care is working to do"
"Do everything you want to do, try to do it, if you fail, you know it's not fatal...go for it and believe in yourself along the way"
LinkedIn – Brittany Fennel
Shouldering the Burden of Care with Roz Jones, CEO
Introducing today's guest, Rosalind Jones, CEO/Owner of Jacksonville's Best Caregivers, a non-medical home healthcare business under the Roz Jones Enterprises. The business offers the services of a sitter, homemaker companion, home health aide, and certified nursing assistant. Roz's initial career path was in Television as an Executive producer, however, she later moved into healthcare, as a technical writer on the back end for a major insurance company, till she became a caregiver.
In this episode, Roz emphasizes the importance of educating caregivers and patients to aid the successful transition from discharge to home care, and reduce the rate of return of patients to the hospital due to poor home management. after taking care of a sick friend.
[00:34] Many of the tough situations we face may arise again and we should be able to have learned enough to glide through them.
[07:35] When a patient is discharged from the hospital, it becomes paramount to maintain the same level of care at home such that the patient does not deteriorate and return.
[10:08] How healthcare leaders can lift the caregiver community: Education; before releasing patients from the hospital, someone needs to be trained on what to expect to take care of them.
[14:16] Roz's biggest failure was not having the right systems in place before starting her business. She learned using the data from her failure and bounced back.
[16:11] Despite the closeness to her patients, it is imperative that Roz maintains her professionalism, and only take certain steps when requested by the patients.
[19:37] Tools that help with end-of-life support: Partnering with a company called "Circle of Care" and adopting "Advanced Directives"; "have that conversation before they can't talk because they may get to a point where you have to speak for them". Most importantly, all end-of-life plans have to be in writing.
[24:21] The biggest challenge and opportunity in healthcare: Leaders need to stop being too focused on money, but rather remember that this is about lives. This challenge also affects healthcare workers, as many of them are leaving the healthcare industry causing increased work pressure on the ones remaining.
[27:48] Roz inspires others by showing rather than telling, and she is inspired when she sees her patients improving.
[28:21] Best career advice: Do it because you want to, not because anyone is making you do it.
[28:34] Attributes of a healthcare leader: Leaders have to listen, be present, and then communicate, in that order.
[29:05] A professional society recommendation: The Whitehouse Conference on Aging (WHCOA).
[29:50] Book recommendation: "The Art of War" by Sun Tzu.
[30:12] Find Roz's book "Lifted" on her Instagram page or her website. The book is focused on lifting people out of the mindset of not getting their documentation in order, to a mindset of leaving a legacy.
[32:29] Healthcare leaders need to educate patients and caregivers more in the transition from discharge to home health.
[33:28] Roz hopes that in a year, her team would have been able to go into a hospital to educate people on the discharge phase before they leave the hospital.
"When you're going through hell, keep going" - Winston Churchill
"You can't make a wise decision in crisis if you don't have the right information"
"Success leaves clues, failure leaves data"
"Make sure that at the time of death, you have a beneficiary on your bank account"
Find | Rosalind Jones
LinkedIn – Rosalind Jones
Instagram - @rozjonesenterprises
Leaning Towards Change with Tanya Stinson, MHQS, CMBB
Meet our guest today, Tanya Stinson, Founder of Leaning Towards Change, LLC. Tanya had a Master Blackbelt in Lean Six Sigma while working in power plants and coal mines before her seamless transition into healthcare getting a Meditech certification by herself.
In this episode, I sit with Tanya as she highlights the importance of improving processes, and ourselves as individuals by continuous learning and strategizing.
[00:27] Never stop chasing your dreams and when you do fail, get back up and start all over again.
[08:10] Process Improvement and Continuous Improvement offer an opportunity to get more hands-on experience beyond just the knowledge gotten from school. The more your years of experience, the more knowledge you have.
[10:48] Advice for new PI professionals: Be a sponge, try to soak in as much as you can. Be an effective listener. It also helps to build trust and relationships because people will recognize that you go all out to solve problems and after a while, they be the ones to bring these issues to you.
[14:30] Tools for building intimate team connections: Talking with people helps to know where to start, take time out to explain processes. An example of this is teaching the team a waste walk so they can carry it out in their respective fields.
[19:20] Best 'Aha' moment: This came following the loss of a miner due to an accident because of the inadequacy in preventive processes. This event motivated her to work hard on improving processes to prevent a recurrence.
[20:25] Current changes in health care: Healthcare needs process improvement now more than ever to streamline processes, reduce cost and reduce waste.
[23:54] New professionals in healthcare are encouraged to join organizations like A.C.H.E, where they can make new connections to get established or get mentored.
[25:30] Tanya's faith in her family and consistent positivity around herself which she spreads through the team, help to keep her and her team inspired.
[26:28] Best career advice: Don't stop learning, always be learning something to keep your competitive edge.
[27:51] A habit that contributes to her success: Always determine where the errors and inefficiencies are because if people don't know where to start, they have no foundation.
[28:35] Website recommendation: Google.
[29:20] Listeners are also encouraged to visit Tanya's website, sign up and get a free consultation.
[29:50] A professional society: A.C.H.E and N.T.A.H.Q (North Texas Association for Healthcare Quality). Listeners can also make out time to get in touch with their state quality associations.
[31:13] Book recommendation: "The Toyota Way" by Jeffrey Liker
[32:15] Tanya's message to herself: Learn from your mistakes, don't make those bad mistakes twice. To herself in the future, her message is to never stop, and continue on even if she falls.
[33:08] Final advice from Tanya: Be a sponge, continuously listen to people that have a lot of knowledge. Take a lot of notes and never stop learning. You never know what kind of certification or knowledge will give you that step up above everybody else.
"If you fall, fall forward"
"Experience comes with time"
"Never stop learning, always be growing"
Find | Tanya Stinson
Uncovering Ethos, Pathos, and Logos in a Leader with Shalisha Grace Maddela, MPH, CPH
Introducing our guest today, Shalisha Grace Maddela, a Performance Improvement Consultant at Stanford Health Care. Wanting to hav