Fear changes what we hear, how we lead, and what people need from us most.

Geoffrey sits down with Mindy Spigel, nurse, author, researcher, and employee and patient experience expert, to explore what happens when fear shows up in healthcare and how compassion can change the moment. Mindy shares the powerful "snake on my head" metaphor from her book "There's a Snake on My Head!", revealing why patients, families, and healthcare teams often cannot process information when anxiety takes over. 🐍

Together, Geoffrey and Mindy unpack the deep connection between patient experience and employee experience, the importance of involving frontline teams in solving real problems, and why people need to feel informed, safe, and comfortable before they can truly engage. From organizational change to personal caregiving stories, this conversation is a reminder that healthcare is not just patient experience or employee experience. It is human experience.

Additional Resources:

Connect with Mindy on LinkedIn: https://www.linkedin.com/in/mindyspigel

Learn more about Mindy's work: https://mindyspigel.com

Get Mindy's book, "There's a Snake on my Heads!": https://mindyspigel.com/https://www.amazon.com/dp/B0B92L1MKN

Visit Mo-Ments of Experience's website: www.mo-mentsofexperience.com

Subscribe to Mo-Ments of Experience on YouTube! https://youtube.com/@mo-mentsofexperience?si=IZAB036xX1mmrn2C

Follow PeopleForward Network on LinkedIn: https://www.linkedin.com/company/peopleforward-network

Learn more about PeopleForward Network: https://peopleforwardnetwork.com

Key Takeaways:

• Fear changes how people hear information.
• Patient experience starts with employee experience.
• Frontline teams hold powerful solutions.
• People need safety before engagement.
• Uncertainty can become an empowering blank canvas.