In this episode of Key in to Quality, the team explores how hyperbaric oxygen therapy (HBOT) delivers care in a highly specialized environment where oxygen is the treatment, and how safety is highlighted in this environment. Because HBOT combines elevated oxygen levels and pressure, risks such as fire hazards and equipment failures require rigorous safety systems, disciplined processes and constant vigilance.

The discussion highlights how safety extends beyond policies and compliance. Daily huddles, pretreatment safety timeouts, ongoing training and clear team communication help create consistency and situational awareness. The episode also examines the concept of “drift” — the gradual departure from standard practices that can occur over time, even among experienced teams — and the importance of accreditation, leadership oversight and learning from near misses to prevent it.

A central theme is psychological safety. Team members must feel empowered to speak up, ask questions and identify risks without fear of blame. Through real-world examples and practical insights, the episode demonstrates that safe care is built through people, processes and culture working together every day. The lessons from hyperbaric medicine offer valuable guidance for improving quality and patient safety across healthcare.

Guest Name(s): Andrew Melnyczenko, Director of Hyperbaric Tech and Safety, Mayo Clinic, LinkedIn

Hosted by Timothy Morgenthaler, M.D., and Sheri Nemec.

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

In this episode of Key in to Quality, Dr. Andrew Bowman, Dr. Nelly Tan, Jacob Varner, and Dyan DeYoung discuss how a multidisciplinary Radiology Patient Experience team across Mayo Clinic sites created a scalable approach to listening to patients and improving care. Recognizing that radiology lacked a consistent way to measure patient experience, the team launched a simple post-visit feedback system that began in MRI and expanded across modalities.

The guests describe how reviewing feedback, responding quickly to concerns, and sharing positive comments with frontline staff strengthened morale, improved workflows and reinforced a culture of ownership around patient experience. They also explore how collaboration among clinical, operational, analytics and experience teams — and the use of automation and AI tools — helped the program grow sustainably without adding unnecessary burden.

The episode highlights a central lesson for healthcare teams everywhere: patient experience is shaped by many small touchpoints, and meaningful improvement happens when teams learn from feedback together.

Hosted by Timothy Morgenthaler, M.D., and Sheri Nemec.

Guest Social Links/Handles (LinkedIn): Dr Tan Nelly Tan | LinkedIn & Dyan Dyan DeYoung | LinkedIn

#keyintoquality #qualityimprovement #patientexperience

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

In this episode of Key In to Quality, Jodi Miller discusses Mayo Clinic’s Concierge Financial Navigation program. Designed to support people receiving complex, high-cost care, the program connects patients with trusted financial advocates who explain insurance coverage, resolve billing issues, address denials, and secure copay, grant, and premium assistance.

What began as a pilot for hematology and oncology patients has grown into a multidisciplinary program supporting thousands of patients across specialties, including transplant, gastroenterology, rheumatology, and dermatology. The program partners closely with providers, nurses, social work, and patient account services to identify patients at risk and intervene proactively.

Learn how to addressing financial concerns is an essential part of patient-centered care—and how helping patients navigate the cost of care can improve experience, trust, and healing.

Guest: Jodi Miller, Mayo Clinic Jodi Miller, M.H.A | LinkedIn

Here are some helpful financial support resources that physicians and care teams can share directly with patients:

Fundfinder.org Fund Finder | PAN Foundation

RXAssist.org RxAssist - Patient Assistance Programs

Mayoclinic.org (tile-grant programs) Copay and Grant Assistance Program - Mayo Clinic

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

This episode of Key in to Quality explores Mayo Clinic’s Hospital at Home program, an innovative model delivering 24/7 acute-level care in patients’ homes. Wendelyn Bosch, M.D., and Laila Hakam, M.D., discuss how digital tools, remote monitoring, and coordinated multidisciplinary teams make this possible at scale.

Originally developed to address hospital capacity challenges, the program expanded rapidly during COVID-19 with support from a CMS waiver. Today, it demonstrates strong safety outcomes and patient experience scores that exceed traditional hospital settings.

The model relies on a complex network of virtual care teams, paramedics, pharmacy, diagnostics, and logistics to ensure seamless, high-quality care. Clinicians also gain valuable insights by treating patients in their home environments, improving understanding of social and behavioral factors.

Hosted by Timothy Morgenthaler, M.D., and Sheri Nemec.

Guests: Wendelyn Bosch, MD and Laila Hakam, MD

Laila Hakam | LinkedIn

#mayoclinic #mayokeyintoquality #patient safety #healthcare

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

This episode of Key in to Quality explores psychological safety in residency training, and why it’s foundational to patient safety, team performance, and joy at work. Experts from Mayo Clinic Arizona describe how Culture of Safety Survey results and root cause analyses surfaced a recurring risk: residents hesitated to ask questions or escalate concerns in real time, often due to hierarchy and fear of judgment.

The team partnered with the Resident Leadership Academy to deliver focused education to physician leaders. The sessions emphasized practical, real-world behaviors, being present, inviting questions, and designing spaces that make speaking up easier. These tools deliver a clear message for any organization: psychological safety is a cornerstone of high-reliability care.

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

Mayo Clinic Guests:

Dr. Shari Ochoa Shari Ochoa | LinkedIn, Daniel Cotto Daniel Cotto | LinkedIn, Johanna Heredia Johanna Heredia | LinkedIn

#patientsafety #keyintoquality #qualityimprovement #safetyculture #mayoclinic

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

This episode of Mayo Clinic Key in to Quality focuses on a core insight from patient experience research. Patients judge care through two lenses: warmth and competence. Host Tim Morgenthaler and cohost Sheri Nemec speak with Chris Malone, author and founder of Fidelum Health, and Mayo Clinic’s Laurie Wilshusen about how trust forms and why small, human cues can create outsized impact.

The discussion shares concrete examples of clues patients notice: respectful use of time, eye contact, tone of voice, clear explanations, reliable follow-up. The episode even tackles how to avoid “performative” warmth and instead remove barriers that prevent clinicians’ genuine care from showing. Finally, they explore how AI and digital tools should enhance, not replace, authentic connection.

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Co-Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

Guests: Chris Malone (32) Chris Malone | LinkedIn Laurie Wilshusen (32) Laurie Wilshusen | LinkedIn\

#MayoClinic #Mayokeyintoquality #patientexperience #qualityimprovement

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

This episode examines a hospital-wide hypoglycemia management protocol at Mayo Clinic. Recognizing the serious impact of inpatient hypoglycemia, a multidisciplinary team launched a prevention-focused protocol inspired by 2020 ADA guidelines.

Their initial strategy was to intervene at glucose levels below 90 mg/dL to prevent low blood sugar before it occurred. However, real-world data revealed unintended consequences. Many patients between 70–90 mg/dL were not at true risk for hypoglycemia, resulting in overtreatment, unnecessary IV dextrose and glucagon use, increased costs, and strain during a national dextrose shortage.

Hear how the team navigated these challenges, highlighting key quality improvement lessons.

Hosts: Timothy Morgenthaler, MD and Sheri Nemec, MS, CPXP

Guests:

Sneha Mohan MD, Associate Consultant, Endocrinology, Diabetes and Metabolism

Marny Carlson, M.S., R.N., NPD-BC, Nursing Education Specialist

#patientsafety #keyintoquality #qualityimprovement #safetyculture #mayoclinic

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality

What turns a routine visit into a meaningful patient relationship? In this episode of Key in to Quality, Erica Tung, M.D., and Eric Nelson, manager of patient experience at Mayo Clinic Health System, explore how provider communication shapes the lived experience of patients.

Drawing on insights from clinicians who have achieved sustained excellence in patient experience, they discuss why communication is actually a clinical tool. Patients arrive with hope, fear, and two unspoken questions: Do you care about me? Why should I trust you? The way providers listen, respond, and validate concerns answers those questions.

Ultimately, this discussion reinforces that small, intentional behaviors elevate patient experience, strengthen trust, and improve outcomes.

Hosted by Timothy Morgenthaler, M.D., and Sheri Nemec.

Guests: Erika Tung, M.D., Consultant, Community Internal Medicine, Mayo Clinic and Eric Nelson, Manager, Patient Experience

Eric Nelson | LinkedIn

#leadership #keyintoquality #patientexperience #mayoclinic

Host: Timothy Morgenthaler, M.D. | https://www.linkedin.com/in/timorgenthaler/

Host: Sheri Nemec| https://www.linkedin.com/in/sheryl-sheri-nemec-a627982a/

#mayokeyintoquality