To Care is Human
The Beryl Institute
Stay connected to the changing landscape of Patient Experience through the To Care is Human Podcast Series. The Beryl Institute is committed to elevating the human experience in healthcare by providing a platform for all voices in patient experience to be heard. Join us twice a month as the Institute shares conversations with those leading, delivering, and receiving care.
Hosted by Jason Wolf, PH. D., CPXP, President; Stacy Palmer, CPXP, Senior Vice President & COO; Amy Kwiatkowski, Director of Community Experience; and Terri Ipsen, CPXP, Director of Content and
Editorial Coordinator of the Patient Experience Journal.
Tiffany Christensen, CPXP, Vice President Experience Innovation The Beryl Institute.
Hosted by Jason Wolf, PH. D., CPXP, President; Stacy Palmer, CPXP, Senior Vice President & COO; Amy Kwiatkowski, Director of Community Experience; and Terri Ipsen, CPXP, Director of Content and
Editorial Coordinator of the Patient Experience Journal.
Tiffany Christensen, CPXP, Vice President Experience Innovation The Beryl Institute.
Episodes
Mentioned books
Nov 10, 2025 • 36min
Leading with Kindness: A Conversation on Courage and Human Connection
In this episode of To Care Is Human, host Jason Wolf sits down with Anne Marie Hadley, Chief Experience Officer for New South Wales Health, to explore what it means to lead with courage, compassion, and authenticity. From her personal journey shaped by resilience and empathy to her groundbreaking work designing kindness into one of the world's largest healthcare systems, Anne Marie shares how small acts of humanity can spark profound change. Her message is clear: be brave, be kind, and keep showing up.
6 snips
Oct 27, 2025 • 36min
FAST Connections: Transforming Patient Experience in the ED
Join Dr. Swati Mehta, a nephrologist and Vituity’s National Director for Patient Experience, along with Dr. Terrance McGovern, Medical Director of Emergency Medicine, and Robyn Dodds, Director of Nursing, as they discuss the transformative FAST communication tool. They explore how FAST enhances patient connections, reduces stress, and fosters team unity in emergency care. Learn about the challenges faced in the ED, the importance of listening, and practical advice for implementing empathetic communication to improve the overall patient experience.
Oct 6, 2025 • 23min
Making Healthcare Simple: Data, Access, and the Power of Patient Stories with Kristen Valdes
In this PX Marketplace edition of To Care is Human, Stacy Palmer speaks with Kristen Valdes, CEO of b.well, about her personal journey as a mother advocating for her daughter and how it inspired a mission to simplify healthcare. Kristen shares insights on patient rights, data transparency, and the future of digital access, highlighting how empowering people with their health information can transform the care experience.
Sep 29, 2025 • 36min
Shaping the Future of Human Experience with Tyler Gegen
Tyler Gegen, a seasoned patient and human experience leader, dives into his journey in healthcare, highlighting the importance of human connection and systems thinking. He emphasizes the need to move beyond traditional patient satisfaction towards integrated care. Tyler also shares insights on the significance of curiosity and mentorship in leadership development. His vision for the future includes bold advocacy for humanity in healthcare, urging new leaders to connect patient, team, and community experiences with empathy.
Sep 15, 2025 • 19min
The Impact of the ED Service Ambassador Program
In this episode, Amy Kwiatkowski talks with Liddy Deacon of Sutter Health about their Emergency Department Service Ambassador Program. Liddy shares how ambassadors support patients and staff, foster meaningful connections, and improve care experiences across the ED.
Sep 2, 2025 • 35min
Leading with Love: Edison Bond on Advocacy, Resilience, and the Future of Human Experience in Healthcare
Jason Wolf sits down with Edison Bond, Chief Patient Experience Officer at Episcopal Health Services, to explore his inspiring journey in patient advocacy and leadership. From personal stories of resilience to insights on love, equity, and community in healthcare, Edison shares a powerful perspective on what it truly means to elevate the human experience.
Aug 4, 2025 • 19min
Empathy in Motion: Growing the Next Generation of Care Through Pediatric Volunteering
In this episode, we explore the unique impact of volunteer programs in a pediatric setting. Hear how proximity to a major medical school helps shape a strong student volunteer pipeline, creating early pathways to patient-centered care. Learn how volunteers support families, staff, and patients through programs in child life, the ED, and beyond—while building lasting connections and future healthcare careers.
Jul 14, 2025 • 13min
Words Matter: Transforming Care Through Better Communication
In this conversation, seasoned nurse and patient experience leader Susan Osborne shares transformative insights on healthcare communication. She emphasizes how intentional wording can ease patient anxiety and build trust. Susan reveals common communication pitfalls and offers practical tools for healthcare professionals to enhance their interactions. By personalizing language and leveraging metrics, she demonstrates how small changes can lead to significant improvements in patient satisfaction and care quality.
Jun 23, 2025 • 40min
We're all patients, or we're about to be.
Jennifer Bright, President of ICHOM and dedicated patient advocate, shares her journey shaped by her parents' cancer battles. She emphasizes the importance of measuring health outcomes that truly matter to patients. The discussion contrasts the U.S. focus on individual care with family-centered approaches found in other cultures. Jennifer highlights how global standardization of data can improve health systems, urging diverse stakeholders to embrace patient-centered care and collaboration for better healthcare experiences worldwide.
Jun 9, 2025 • 23min
The One Friend They Miss the Most: The Impact of Pet Interactions on Pediatric Experience
When his son, Brayden, passed away due to complications from a congenital heart defect, John Otten harnessed the power of his grief into action to found Brave Like Me. Listen in as he and Amy Cielak, board member, discuss the profound impact an interaction with a pet can have on a patient, and how they hope to bring that experience to more and more children across the country.
