Mayo Clinic Key In To Quality

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

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

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

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

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, MD  @DrTimMorg Guests:  Paul Murphree, D.O., Vice President, Medical Outcomes, Wellstar Health System Jennifer Giusti, MPA, BSN, RN, FACHE, Vice President, Clinical Outcomes, Wellstar Health System The response to the global pandemic was a stressful and challenging time for healthcare organizations. It required resources to be focused on caring for those impacted and distracted from the ability to focus on Quality advancement and improvement. Today, quality leaders are expressing a desire and need to get “back to the basics” to refocus on improving quality outcomes.  Join us for a series of three podcasts where we talk with quality leaders from Mayo Clinic Care Network organizations and learn what it means to them to “get back to basics” in quality and safety. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:  Timothy Morgenthaler, MD  @DrTimMorg Guest:  Todd Pollock, Executive Director, Quality and Safety, St. Clair Health. The response to the global pandemic was a stressful and challenging time for healthcare organizations. It required resources to be focused on caring for those impacted and distracted from the ability to focus on Quality advancement and improvement. Today, quality leaders are expressing a desire and need to get “back to the basics” to refocus on improving quality outcomes.  Join us for a series of three podcasts where we talk with quality leaders from Mayo Clinic Care Network organizations and learn what it means to them to “get back to basics” in quality and safety. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:  Timothy Morgenthaler, MD  @DrTimMorg Guest: Carlos Quintero, M.D., Chief Quality Officer, Naples Comprehensive Health  Carlos Quintero | LinkedIn The response to the global pandemic was a stressful and challenging time for healthcare organizations. It required resources to be focused on caring for those impacted and distracted from the ability to focus on Quality advancement and improvement. Today, quality leaders are expressing a desire and need to get “back to the basics” to refocus on improving quality outcomes.  Join us for a series of three podcasts where we talk with quality leaders from Mayo Clinic Care Network organizations and learn what it means to them to “get back to basics” in quality and safety. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:  Timothy Morgenthaler, MD  @DrTimMorg Guest:  Jennifer Cowart, M.D., Patient Safety Officer and Consultant/Hospitalist, Hospital Internal Medicine, Mayo Clinic Florida  https://www.linkedin.com/in/jennifer-cowart-b0860494 Hospitals commonly use huddles to create staff alignment on a wide range of operational, clinical, and other topics and functions. However, not all huddles deliver 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 this episode, Dr. Cowart shares her experience with building a culture of safety through deliberate, strategic, and persistent hard work. She has dedicated much of her career to improving safety culture at Mayo Clinic and other institutions. Dr. Cowart 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.  Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:  Timothy Morgenthaler, MD  @DrTimMorg Guest:  Subashnie Devkaran, Ph.D., Chair, Quality, Mayo Clinic Hospitals can succeed or fail based on their patient safety reputation and records. Is it enough to claim being a “safe hospital” based on declining patient safety incidents or the goal of “zero harm?” How do you know your if hospital is truly a safe place for patients and staff?  Join us for the conversation with  Subashnie Devkaran, Ph.D., Enterprise Chair, Quality, Mayo Clinic. In the discussion, Dr. Devkaran shares her thoughts about moving towards "Safety-II" concepts and the paradigm shift from achieving zero harm to being a high-reliability organization. She also discusses how artificial intelligence will be part of advancing health care quality and safety in meaningful ways for patients and staff. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:  Timothy Morgenthaler, MD  @DrTimMorg Guest: Adam Milam, M.D., Ph.D., Enterprise Medical Director for the Office of Health Equity and Inclusion (OHEI) for Mayo Clinic How are health disparities being understood and addressed in your organization? How can you be a part of advancing the dream of health equity for all? During this podcast, we have a conversation with Dr. Adam Milam an Anesthesiologist and Medical Director for the Office of Health Equity and Inclusion, Mayo Clinic, who is passionate about health equity and reducing disparities.  Dr. Milam shares his leadership vision for Mayo Clinic to be the global leader in advancing health equity. He discusses how data has been used to better understand disparities in care, the connection between quality and equity, measuring progress toward equity, and some emergent advances for health equity such as digital platforms and A.I.    Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:  Timothy Morgenthaler, MD  @DrTimMorg Guests: Hector Cajigas, M.D., Mayo Clinic  @hectorrcajigas  Erin DeMartino, M.D., Mayo Clinic Continuing the discussion on health equity, this podcast features two Mayo Clinic experts who share about a grassroots effort to engage and support students pursuing an education in health sciences. In this episode entitled “Science Bound Scholars – an individual action program to improve diversity in STEM", Hector Cajigas, M.D. and Erin DeMartino, M.D., both pulmonary and critical care medicine consultants, Mayo Clinic, share about a program designed to inspire high school students. The program matches faculty members from Mayo Clinic with local high school students from backgrounds underrepresented in medical professions. Students are provided a mentoring experience that lasts until graduation, hopefully inspiring better representation and ultimately change. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:  Timothy Morgenthaler, MD  @DrTimMorg Guests: Melanie Ryan, director, Accreditation and Certification, Mayo Clinic, (24) Melanie Ryan, J.D. | LinkedIn Marquita Davis, director, Programs and Initiatives, Office of Healthcare Equity and Inclusion, Mayo Clinic,   (24) Marquita Davis, MPH | LinkedIn Accreditation and certification standards have long reflected best practices for structures and processes that drive quality outcomes. But where does healthcare equity factor in? In this podcast, two Mayo Clinic leaders talk about how The Joint Commission has implemented new standards that address disparities alongside of its traditional focus on elevating hospital patient safety and quality. The conversation includes how Mayo Clinic evaluated and aligned the new standards with organizational priorities to reduce healthcare inequity, challenges encountered and the imperative of changing culture to successfully meet the new standards. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:     Timothy Morgenthaler, MD  @DrTimMorg Guest:   Dawn Peters, Administrator, Office of Health Equity and Inclusion, Mayo Clinic Medical progress has been at times amazing, but not everyone is receiving the benefits of these advances.  Many studies show that healthcare outcomes are more influenced by zip codes than any other factor.  The news is full of examples of how access to and processes of care are not equally distributed to all, and that biases—both personal and systemic—play a role in this inequitable and unethical situation.  So---we have a lot to do to advance health equity for patients.  Where will we start?  This podcast discusses the history of Mayo Clinic’s Office of Health Equity and Inclusion, and current strategy and status, as we strive to support our patients in achieving optimal health equity outcomes. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:     Timothy Morgenthaler, MD  @DrTimMorg Guests:  Melissa Zwiefelhofer, CTM, CPP, Senior Security Manager, Global Security-Campus Operations, Mayo Clinic Ryan Hatton, Manager, Global Security Operations Center and Security Technology, Mayo Clinic With the rise in health care workplace violence, increased focus on preventing occurrences is essential to keeping hospitals and clinics safe for health workers and their patients. Without a doubt, technology has a role in mitigating workplace violence. In this podcast two Mayo Clinic security experts share insight into how the organization has stepped up its technology game to keep employees and patients safe and share how health care security systems can support psychological safety in addition to reducing potential physical threats. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:     Timothy Morgenthaler, MD  @DrTimMorg Guest:   Allyse Hutchinson, R.N., performance improvement advisor, Mayo Clinic Violence in the health care environment has steadily increased for more than a decade. Today, most nurses and physicians can recount a violent experience at work within the past year. The impact on health care workers—and ultimately on the care they provide—is a tremendous concern for health care administrators. In the latest Key in to Quality podcast entitled “Workplace Violence Prevention: Leveraging Clinical Systems to Support Health Care Workers,” Allyse Hutchinson, R.N., performance improvement advisor, Mayo Clinic, discusses tactics to support care delivery that are employed with one goal in mind: keeping care givers and patients safe. Learn about how Mayo Clinic leverages clinical systems, including the electronic health record, a behavior safety planner, and visual indicators to support staff who may encounter patients with a history of violent behaviors. The session is ideal for all health care leaders, safety and security professionals, and electronic health record support staff. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:     Timothy Morgenthaler, MD  @DrTimMorg Guests: Molly, Nurse Practitioner, Mayo Clinic and Tracey, Gift Shop Manager, Mayo Clinic Across the world, hospital violence has been a quiet, growing epidemic. Did you know that health care workers are at five times greater risk of being injured by violence than employees in any other private sector industry? Since 2011, labor department data shows that hospitals have seen roughly a 60% increase in the rate of attacks reported against health care workers. What are the chances that you might be the victim of violence in your workplace? More importantly, how do you think that would affect you? Today we are going to hear up close and personal from some people at the front lines and their experiences with workplace violence.   Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:     Timothy Morgenthaler, MD  @DrTimMorg Guest:  Elizabeth (Beth) A. Braswell Pickering, M.P.H., Senior Informatics Analyst, Mayo Clinic Famous American economist Arthur Fahrquhur once said, "Getting information from a table is like extracting sunlight from a cucumber." Those who work closely with quality data can relate to that.  It is often difficult to extract what is important from large—and many times complex—sets of data.  One of the challenges has to do with learning how to represent complex sets of data in a way that provides clear understanding to others. When you are presented with a large table of data, what does it take to make meaning out of it? How to you interpret and share in such a way that can call others to action? This is especially important in health care where effectively engaging others and acting upon data can make a significant difference in patient care. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:     Timothy Morgenthaler, MD  @DrTimMorg Guests:    Tara Olson, Quality Data and Analytics Manager, Mayo Clinic   (32) Tara Olson | LinkedIn Jennifer Allen, IT Lead Analyst Programmer, Mayo Clinic          (34) Jennifer Allen | LinkedIn A typical hospital in the United States has hundreds of inpatient measures to capture and report out of their electronic health record (EHR) to validate their clinical quality. The ability to spot trends and report accurately, however, relies on effective and efficient input of data into the EHR by the care team. But it takes time and may compete with other priorities in patient care. In fact, one study found that an average of 12.5 hours of physician and staff time is spent per week entering information into the medical record. So how can hospitals adopt more efficient processes to this necessary task? Mayo Clinic, seeing the inefficiency and wastefulness of some of its processes, went on a journey to adopt a leaner, more efficient process to obtain and report quality measurement data more effectively. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:     Timothy Morgenthaler, MD  @DrTimMorg Guest:    Benjamin (Ben) D. Pollock, Ph.D., M.S., Robert D. and Patricia E. Kern Scientific Director for the Science of Quality Measurement, Mayo Clinic     @Pollock_BD When it comes to healthcare, there is rarely—if ever—a debate about whether a patient wants quality care. But how is healthcare objectively measured? Who decides what is “quality” and what isn’t? The provider? The patient? Both? Are there universal measurements for healthcare quality?  This podcast explores the science of quality measurement at Mayo Clinic and describes the work currently underway to help define quality excellence in healthcare. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:     Timothy Morgenthaler, MD  @DrTimMorg Guest:    Melanie A. Ryan, JD, Director, Accreditation and Certification, Mayo Clinic  linkedin.com/in/melanie-ryan-2706067b Accreditation is an important component of ensuring that hospital care is safe and well run.  The Joint Commission accredits more than 5000 hospitals.  The program includes hundreds of standards, which are revised regularly.  How do organizations keep pace and ensure they are meeting the standards and following best practices? Melanie Ryan, Mayo Clinic Director of Accreditation and Certification shares insights on the role of accreditation in healthcare quality and how Mayo manages the accreditation process. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:     Timothy Morgenthaler, MD  @DrTimMorg Guests: Ann West, Quality Management Services Manager, Mayo Clinic and Joe Nienow, Patient Safety Systems Manager, Mayo Clinic Complex medical devices go through extensive development and testing before they are approved by the FDA, but—it's not a perfect process.  In fact on average, about 4500 different drugs and devices are pulled from the US shelves each year.  How would your hospital learn if a medical device has problems?  What happens when the FDA announces a safety recall?  If you work in healthcare and you don’t know the answers to these questions, listen to this podcast where we talk with two patient safety experts who have been working with reports of device failures at Mayo Clinic.  Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host:     Timothy Morgenthaler, MD  @DrTimMorg Guests:  Helena Gazelka M.D., Consultant, Anesthesia-Pain Clinic, Mayo Clinic               Benjamin Lai, M.B., B.Ch., B.A.O., Consultant, Family Medicine, Mayo Clinic  @BenjaminLaiMD Drug overdose deaths have skyrocketed during the COVID-19 pandemic.  Many of the overdoses occur in people who were originally prescribed medications such as pain medications for acceptable clinical indications. A number of studies indicate that of those who began abusing opioids, a large number reported that their first opioid was from a prescription. Opioid abuse and addiction has become a crisis in the US and the need for standardized practices for prescribing is more important now than ever to avoid the terrible consequences of addiction. This podcast will share what Mayo Clinic is doing to reduce risks to patients, support physicians and standardize prescribing practices through an Opioid Stewardship program. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host: Timothy Morgenthaler, MD  @DrTimMorg Guests: Abinash Virk, MD, Infectious Disease Consultant, Mayo Clinic and Ryan Stevens, Pharm.D., Mayo Clinic Although antibiotics have transformed the medical treatment of bacterial illness and offered hope to many patients with formerly deadly infections, the mishandling and misprescription of these drugs has transformed the bacterial population such that many antibiotics have partially or entirely lost their efficacy. The problem is severe enough that many experts predict that if we don’t change how we use antibiotics, existing antibiotic therapies may be ineffective in the next century. The question is—how do we keep these incredible drugs effective so they work when we need them?  Listen in as we talk with experts who are leading the Antimicrobial Stewardship Program at Mayo Clinic. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host: Timothy Morgenthaler, M.D. @DrTimMorg Guests:   Robert McBane II, M.D., Cardiovascular Disease, Mayo Clinic and Anna Kramer, C.P.H.Q., Quality, Mayo Clinic      @MayoAntiCoag Anticoagulants are proven life-saving therapies for individuals with cardiac and vascular disorders, however, there are also known risks with anticoagulant medications that make them one of the most common drugs involved in serious drug complications.  There are many guidelines to help doctors use anticoagulants safely, but…they are tricky, and sometimes hard to follow.  Our guests share Mayo Clinic’s journey to create a robust anticoagulant stewardship program designed to support clinicians and enhance patient safety. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host: Timothy Morgenthaler, M.D. @DrTimMorg Guest:  Anupam Chandra, M.D., Consultant, Internal Medicine, Mayo Clinic Hospitals discharge more Medicare beneficiaries to skilled nursing facilities (SNFs) than to any other post-acute care setting. Approximately 25% of those patients return to the hospital within 30 days. Many of these readmissions are preventable. In this podcast Anupam Chandra, M.D., Internal Medicine, Mayo Clinic shares how artificial intelligence is employed to determine which patients are at the highest risk for readmission and why. Dr. Chandra discusses Mayo Clinic's approach to readmission reduction for skilled nursing home patients, how it was implemented, and what factors are monitored to gain additional insights into clinical practice.  Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Host: Timothy Morgenthaler, M.D. @DrTimMorg Guests: Kelly Vorseth, Senior Patient Experience Director, Sheikh Shakhbout Medical City (SSMC) Dr. Hassa Saif Al Mazrouei, Medical Director of Patient Experience, Sheikh Shakhbout Medical City (SSMC) Patient experience has long been recognized as a domain of quality at Mayo Clinic, and there is increasing evidence that there is a strong link between patient experience and clinical outcomes. Patient experience has become one of many key metrics for measuring quality care. Organizations that succeed in improving patient experience have adopted a strategic approach that engages patients, healthcare staff, and at times, entire communities.  But how does an organization approach that, and what is involved? The podcast features two experts who recently helped form a patient experience team and strategy at a new, unique, and growing medical center. Abu Dhabi Health Services Company (SEHA) and Mayo Clinic just recently marked the second anniversary of their joint venture that launched to operate Sheikh Shakhbout Medical City (SSMC), one of the United Arab Emirates' largest hospitals providing care for patients with serious and complex medical conditions. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guest:  Dr. Kannan Ramar, Patient Safety Officer and Consultant in Pulmonary and Critical Care Medicine, Mayo Clinic Guest:  Dr. Kiril Lipatov, Resident, Pulmonary and Critical Care Medicine, Mayo Clinic Host: Timothy Morgenthaler, M.D. @DrTimMorg Artificial Intelligence holds the potential to be a game changer in patient safety.  So many of the historical processes to capture, track and analyze data can be automated to perform these tasks so they are no longer human dependent to complete.  AI science can mimic or do even a better job of human reasoning and analysis and can be harnessed in a way to bring new meaning to healthcare delivery.  The podcast explores one example of implementing AI to improve patient safety by developing a method to provide prospective risk analysis using data from the EHR. In particular, using this data is helping Mayo Clinic to improve the prevention of pressure injuries in hospitalized patients. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guest: Susan Cullinan, M.D.     @Susan Cullinan Guest: Joe Nienow   Host: Timothy Morgenthaler, M.D.  @DrTimMorg Lack of systems and processes that support the management of incidental findings can have a negative impact to patient outcomes.  These incidental findings are far more common than one might guess.  About 1/3 of all CTs performed in an emergency department will have at least 1 incidental finding.  Most of them will be benign and of no importance.  But some represent an opportunity to intervene early and prevent bad outcomes from happening to patients.  Some studies show that only about 10% of these incidental findings make their way into the dismissal summaries, and even fewer receive follow-up.  In this podcast we talk with two Mayo Clinic champions who have been working on this problem—how to ensure the right follow-up on incidental findings.  Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guests: Robyn Finney, APRN, CRNA, DNAP    @MayoAnesthesia Ashley Musch Host: Timothy Morgenthaler, M.D. @DrTimMorg It's okay to not be okay. The HELP (Healing the Emotional Lives of Program) program is available to all Mayo Clinic employees, and learners, who experience emotional and/or physiological impacts after an adverse event, medical error, unexpected outcome, or any stressful patient-related event.  The goal of the HELP Program is to assist colleagues who have been involved in such events return to a pre-event level of performance by use of trained peer supporters at Mayo Clinic. Learn more about the HELP program and how it’s supporting healthcare employees via the conversation with the Co-Director of the program and a well-being specialist team member from Mayo Clinic. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guest: Chris DeRienzo, M.D., MPP @ChrisDeRienzoMD   Host: Timothy Morgenthaler, M.D. @DrTimMorg As people grapple with social equity, diversity and inclusion dominating news and social, in health care, many care givers wonder whether everyone who enters a given hospital or clinic receives the same quality of care. What is known from historical data is that health-care disparities most affect people who have been historically disadvantaged in other social and economic ways. In this podcast, neonatologist and author Dr. Chris DeRienzo discusses his work to measure and understand how social disparities determine — or have an impact on — quality outcomes.  Dr. DeRienzo is senior vice president and system chief medical officer at WakeMed Health & Hospitals in Raleigh, North Carolina. His book is titled: “Tiny Medicine: One Doctor’s Biggest Lessons from His Smallest Patients.” Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at: https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guest:  Carmen Kane Host: Timothy Morgenthaler, M.D. @DrTimMorg Everyone has two jobs at Mayo Clinic:  doing their job and improving their job. To make this happen, we ensure that everyone within the organization is part of this process.  Teaching quality improvement to all staff is as important as teaching job skills.  Carmen Kane has been leading and supporting this work for almost 30 years.  Hear her insights as she reflects on her career, the importance of quality improvement and how Mayo Clinic sustains a culture of quality. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guests: Timothy Curry, MD, PhD and Mark Truty, MD, MS              Mayo Clinic Department of Anesthesiology @MayoAnesthesia Host: Timothy Morgenthaler, M.D. @DrTimMorg During this podcast, two Mayo Clinic experts tasked with leading a recent effort optimize the institution's OR procedural practices weigh in with their insights and lessons-learned.  Dr. Curry and Dr Truty discuss their work to improve operating room efficiency through data acquisition, the use of quality tools and creating team buy-in to implement improvements. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guests: Kayla Simiele, RN and Amanda Johnshoy, MSN, RN Host: Timothy Morgenthaler, M.D. @DrTimMorg Specimens provide a crucial chain of evidence in the practice of medicine. Unfortunately, labeling errors and lost specimens do occur, unleashing a host of downstream challenges including delayed or incorrect treatment. In the podcast, guests from the Department of Nursing describe their efforts to reduce specimen errors in a Mayo Clinic surgical practice. They discuss how their efforts, using DMAIC (Define, Measure, Analyze, Improve and Control) methodology and other quality improvement techniques, significantly reduced specimen errors and discuss key learnings being shared with other surgical practices at Mayo Clinic. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guest: Benjamin Houge, M.S. Host: Timothy Morgenthaler, M.D. @DrTimMorg More and more health-care providers are faced with inappropriate behavior, bias and even violence by patients and visitors. How does a hospital draw the line and support its employees while maintaining a reputation for excellent service? Mayo Clinic leader, Benjamin Houge, M.S., reveals fresh insights that answer these questions and more. In the podcast, Mr. Houge talks about the forces of change that are increasing the occurrence of misconduct, shares how Mayo Clinic addresses inappropriate behavior and supports its employees, and reveals learnings during the development of the Patient and Visitor Conduct Program and recommendations for starting a program. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guest: Rebecca Brustad Host: Timothy Morgenthaler, M.D. @DrTimMorg An unparalleled patient experience is a result of inspired and dedicated employees demonstrating excellence, compassion, and respect by partnering with patients, family, and colleagues to continuously improve the health care service experience. This starts with engaging staff in their role to create this level of human experience beginning with new staff orientation.  During the podcast, listeners will discover how Mayo Clinic engages with and trains new staff about patient, colleague and visitor experience. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guest: Alice Gallo de Moraes, M.D.  @GallodeMoraesMD Host: Timothy Morgenthaler, M.D. @DrTimMorg Learn about the Mayo Clinic Medical Emergency Response Subcommittee and how the committee assesses the effectiveness of efforts in the recognition of deteriorating patients and resuscitation, as well as how the investigations completed have helped inform our work, including common areas that continue to be challenging and new areas we are working on to improve. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guest:  Eileen Oswald, M.P.H. Host: Timothy Morgenthaler, M.D. @DrTimMorg When great leaders come and go from our organizations, we sometimes have the opportunity to gain fresh perspectives and insight – the high points and the lessons learned. In the latest podcast entitled “Kernels of Wisdom:  reflections from a career in quality leadership,” Eileen Oswald, emeritus vice chair of Mayo Clinic Quality Global Consulting, shares key moments from her 20-year career as a Mayo Clinic quality leader. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guests: David Nestler, M.D., and Heidi Stehr Host: Timothy Morgenthaler, M.D. @DrTimMorg The podcast focuses on patient experience improvement, why it matters, and how to motivate your physicians and leaders to support it. Given that the research shows patient experience has become one of the top three priorities for hospital leaders, we think you’ll find this conversation with leaders from Mayo Clinic's Office of Experience interesting. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guest:  Cheryl A. Weisbrod, M.S., R.N.   Host: Timothy Morgenthaler, M.D. @DrTimMorg Failure to correctly perform high-level disinfection, or HLD, places patients at risk for exposure to and infection with pathogens, some of which are multi-drug resistant.  It is challenging for perioperative personnel to keep up with the new evidence and guidelines aimed at improving safe practice.  The Joint Commission also clearly highlights high-level disinfection as an area for improvement.  The question we aim to answer via this podcast is: how can we improve our disinfection practices to ensure patient safety? Information is also shared on how Mayo Clinic responds to this question and approaches the issue. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or at https://www.facebook.com/MayoClinic https://twitter.com/MayoClinic

Guest: LaPrincess C. Brewer, M.D., M.P.H. @DrLaPrincess  Host: Timothy Morgenthaler, M.D. @DrTimMorg The podcast discusses the magnitude of the COVID inequities, why they exist and how to practically address them to improve the quality of health care provided in diverse communities. Dr. LaPrincess Brewer, M.D., M.P.H. discusses the Mayo Clinic study that found that churches in Black communities are trusted messengers of information on emergency preparedness and health information related to COVID-19. The early results of this research were published Thursday, Dec. 10, in Preventing Chronic Disease, the health journal of the Centers for Disease Control and Prevention. Find out more about Mayo Clinic’s Quality program at https://www.mayoclinic.org/about-mayo-clinic/quality/. Connect with us on Twitter or Facebook using #mayokeyintoquality or athttps://www.facebook.com/MayoClinic https://twitter.com/MayoClinic