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

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.

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.

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 Howell explains why relationships, not metrics, create meaningful care, how EMRs and outdated workflows fuel clinician frustration, and why Gen Z still values personal connection.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. 

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.

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.

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.

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.

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.

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.

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.