『TouchPoints: Moments that Matter in Healthcare』のカバーアート

TouchPoints: Moments that Matter in Healthcare

TouchPoints: Moments that Matter in Healthcare

著者： Melissa Gilkes-Smith
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TouchPoints: Moments that Matter in Healthcare explores the critical moments in the patient journey where leadership, operations, and experience intersect.

Hosted by Melissa Gilkes-Smith, patient experience consultant and Founder of Healthcare Management Consulting Group, the podcast features practical insights and conversations with healthcare leaders about improving patient experience, strengthening healthcare operations, and building cultures of care.

Each episode examines real healthcare touchpoints, from scheduling and patient access to communication, leadership, and service recovery, offering strategies that healthcare executives, practice administrators, and clinicians can apply immediately.

If you are passionate about improving healthcare delivery and creating better patient experiences, this podcast is for you.

© 2026 TouchPoints: Moments that Matter in Healthcare マネジメント マネジメント・リーダーシップ 出世 就職活動 経済学 衛生・健康的な生活
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  • Stop Holding It Together: Leadership, Coaching, and the Architecture of a High-Performing Healthcare Practice

    Stop Holding It Together: Leadership, Coaching, and the Architecture of a High-Performing Healthcare Practice
    2026/08/10

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    Healthcare leaders are often praised for holding everything together. But what happens when the organization only works because one exhausted leader keeps pushing, solving, absorbing, and carrying what the system itself should be designed to hold?

    In this episode of TouchPoints: Moments that Matter in Healthcare, Melissa Gilkes-Smith sits down with Markes Rembert Jr., MBA, MS, ACC, to explore what 18 years inside healthcare and dental operations can teach us about leadership, operational architecture, and the hidden cost of running an organization on willpower.

    Markes brings experience across community health centers, academic dental institutions, multi-site practice environments, and his current work at Callen-Lorde Community Health Center. Together, Melissa and Markes discuss how mission-driven healthcare settings shape leadership, why identity-conscious leadership matters, and how operational problems often reveal something deeper: the leader’s own patterns, pressure points, and blind spots.

    The conversation introduces the idea of the “willpower organization” — a workplace where high-performing leaders compensate for weak systems through personal effort, urgency, and over-functioning. While this may look like dedication from the outside, it eventually costs the leader, the team, and the patient experience.

    At the center of the episode is Markes’ CPRCAR framework, a six-step operational leadership model designed to help healthcare leaders move from reactive management to a structure that can actually sustain performance. Melissa and Markes walk through how the framework works, where leaders often get stuck, and how stronger operational architecture supports culture, accountability, team dynamics, and patient care.

    They also discuss executive coaching in healthcare: what it is, why leaders resist it, and how tools like the Hogan Assessment can help identify derailment risk — the moment when a leader’s greatest strength becomes a liability under pressure.

    This episode is for healthcare executives, practice managers, operations leaders, dental leaders, and anyone who has ever wondered whether they are leading a high-performing organization or simply holding a fragile one together.

    Because strong leadership is not about carrying everything yourself.

    It is about building something that can hold.

    Connect with Markes on LinkedIn or visit his website at coachmarkes.com


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    41 分
  • Stop Sending Reminders. Start Preparing Patients.

    Stop Sending Reminders. Start Preparing Patients.
    2026/08/05

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    A Step-by-Step Guide to Pre-Visit Communication That Actually Works

    Most healthcare practices send appointment reminders. What they are not sending is preparation. In this solo how-to episode, Melissa Gilkes-Smith walks through all twelve steps of building a pre-visit communication system that actually reduces patient anxiety, improves check-in flow, and demonstrates a Culture of Care before the patient ever walks through the door. This is an interactive working session; download the Pre-Visit Communication Workbook from the show notes and work through each step in real time.


    RESOURCES

    Pre-Visit Communication Workbook

    PX360 Assessment


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    30 分
  • Lost Before They Walk In: How Wayfinding and Arrival Design Shape the Patient Experience

    Lost Before They Walk In: How Wayfinding and Arrival Design Shape the Patient Experience
    2026/07/28
    Send us Fan MailThe patient experience does not begin at the front desk. It begins the moment a patient enters the parking lot.A patient may arrive worried about a diagnosis, experiencing pain, running late, or visiting an unfamiliar facility for the first time. If the entrance is difficult to identify, parking instructions are unclear, or signs fail to provide direction at critical decision points, that patient can become anxious and frustrated before speaking with anyone on the care team.In this episode of TouchPoints: Moments that Matter in Healthcare, Melissa Gilkes-Smith speaks with Lauren Nitschke, an architectural graphics, signage, and wayfinding expert whose career spanned 40 years. Together, they explore how parking, entrances, signage, landmarks, facility layout, and other environmental cues shape the arrival experience and influence how patients feel as they enter the clinical encounter.Lauren explains why wayfinding is not simply a collection of signs. It is a coordinated system designed to help people understand where they are, where they need to go, and what decision they must make next. Adding more signs without evaluating the entire navigation system can create information overload, contradictory directions, and even greater confusion.The conversation examines why healthcare wayfinding must be designed for the stressed, first-time user rather than the employees who already know the facility. Melissa and Lauren discuss common problems such as unclear patient entrances, exterior signs that cannot be read from a vehicle, inconsistent terminology, outdated signage following renovations, poorly planned color-coding, and missing information at essential decision points.They also explore the operational consequences of poor wayfinding. When employees must repeatedly stop their work to redirect lost patients, staff members become the facility’s unofficial navigation system. The organization absorbs the cost through interruptions, delayed appointments, frustrated patients, and added pressure on frontline teams.Listeners will learn:Why a patient’s arrival experience can influence the clinical encounter that followsHow stress, pain, and anxiety affect a person’s ability to process navigational informationThe difference between signage and a comprehensive wayfinding systemWhy entrances, parking areas, landmarks, lighting, contrast, placement, and terminology must work togetherHow to identify and evaluate critical decision points throughout the patient’s journeyWhat organizations should consider when conducting a patient-centered wayfinding auditWhich improvements may offer meaningful results without requiring a major capital projectWhen a facility should consider engaging a professional wayfinding specialistHow the built environment communicates accountability, compassion, empathy, and preparation before anyone says helloThe episode also addresses accessibility as an essential part of effective signage. Organizations can review the U.S. Access Board’s Guide to the ADA Accessibility Standards, Chapter 7: Signs for information about visual and tactile signage requirements, raised characters, Grade 2 braille, non-glare finishes, contrast, character size, mounting height and location, directional and informational signs, and required accessibility symbols. ADA compliance is an essential baseline, but a truly effective wayfinding system must also help patients navigate the entire arrival journey clearly, confidently, and with dignity.Lauren began her career in architecture before making a life-changing move into environmental design. Her background in architectural planning, graphic design, and three-dimensional visualization became the foundation for a career devoted to architectural graphics, signage, and wayfinding. She found hospital projects particularly meaningful because they serve so many first-time visitors who are often navigating unfamiliar spaces under unusually stressful conditions.Now retired after selling her business, Lauren and her husband raise grassfed and finished cattle on their ranch in Southern Oklahoma, an endeavor they began alongside their design work approximately 20 years ago.This episode is part of Pillar Four, Arrival and Check-In, within the Nine Pillars of Patient Experience Framework. It challenges healthcare leaders to walk through their facilities as first-time patients, identify every moment of uncertainty, and recognize a simple truth: a patient who arrives lost and anxious carries that experience into the exam room.Wayfinding is not cosmetic. It is part of the care infrastructure.Connect with Lauren on LinkedIn or checkout her grass-fed cattle products here: https://www.nnbeef.com/
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    39 分
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