The Patient Experience Podcast

About
The Patient Experience Podcast was conceived by PRC Chief Client Officer John Cook in 2016 to help healthcare executives understand the importance of a patient’s overall experience in the patient and family setting. The market is competitive, and the providers must make a patient’s interaction a positive one. This podcast will present situations as well as solutions.

In each episode, John will share knowledge and experience through discussions and interviews. His career in healthcare has spanned close to 40 years. John is a graduate of The Walker College of Business at Appalachian State University with a BSBA in Healthcare Management and Marketing.

Find episodes here on the website and on podcast platforms. Contact John at jcook[at]prorecoveryinc.com.

Ep. 22 – Bill Anxiety: How HDHPs Affect the Patient ExperienceTuesday, October 15th, 2019

In this episode, John is joined by Kyndal Agassi from Horizon Health Fund to discuss how high-deductible health plans impact both the consumer and the hospital or health organization.

Read More

Ep. 21 – How Inclusivity Plays a Role in the Patient ExperienceSaturday, September 14th, 2019

Happy employees lead to an exceptional patient experience. Create a happy team by creating a culture that is inclusive and fosters a feeling of safety.

Read More

Ep. 20 – How to Make the Patient Experience a PriorityWednesday, August 14th, 2019

The pre-admission process is often not routine for hospitals and health organizations. Even when groups want to include these processes, they may not have the time or know-how to start.

Read More

Ep. 19 – How Leadership Principles Relate to the Patient ExperienceTuesday, July 16th, 2019

When John interviews people, he always asks the question, “How do you lead?” Today, he explains why leadership principles factor in the patient experience.

Read More

Ep. 18 – Positive Outcomes Through Positive ExperienceThursday, June 13th, 2019

In this episode, we speak to Cheri Smith, who is in charge of training, on how positivity makes a difference in this challenging field.

Read More

Ep. 17 – Leading in Challenging Situations: A Debt Collection Supervisor SharesThursday, May 16th, 2019

PRC’s Assistant Director of Collections shares thoughts about leading healthcare organizations by treating their patients with the utmost respect.

Read More

Ep. 16 – Creating Culture to Enhance the Patient ExperienceMonday, April 15th, 2019

In this episode, we speak to someone who works to create a positive company culture in the collections industry and how those efforts can be applied in healthcare.

Read More

Ep. 15 – Money Meets Humanity: How Revenue Cycle Can Play a Role in Overall CareFriday, March 15th, 2019

John’s first job was as a revenue cycle director at a hospital, an experience that taught him a lot about healthcare. He talks about what has changed, the interactions that make it better than average, and what revenue cycle directors can do to be proactive.

Read More

Ep. 14 – What Real Leadership Means in Healthcare OrganizationsFriday, February 15th, 2019

A lot has been said about leadership, but in this episode, John offers some thoughts on what real leadership means in healthcare.

Read More

Ep. 13 – The Patient Experience is The Human ExperienceTuesday, January 15th, 2019

This month, host John shares thoughts after a recent gathering of healthcare professionals talking about issues critical to the industry. This gathering led to a discussion of the human experience.

Read More

Ep. 12 – One Year of The Patient Experience: The Host Shares What He Has LearnedSaturday, December 15th, 2018

PRC President Geoff Miller turns the mic around to find out what John has learned in his career and after a year of asking others about The Patient Experience.

Read More

Ep. 11 – Collecting at a Hospital: Guiding Patients Through their Insurance CoverageWednesday, November 14th, 2018

People often feel surprised to see their hospital bills — even after insurance covers its portion. Wanda Taylor at Cone Health explains how they improve that part of the patient experience.

Read More