Experience is the Cake... Not the Frosting with Valerie Choniuk

Experience is the Cake... Not the Frosting with Valerie Choniuk

Valerie Choniuk has spent her career across the healthcare continuum, from emergency rooms and acute care hospitals to nursing homes and large medical groups. As a customer experience executive, she has learned that patient experience is not something you layer on top of clinical care. It is the care. In this conversation with Geoffrey, Valerie shares how she came to that realization through years of working at the intersection of patient engagement, employee experience, and clinical operations, and why organizations that treat experience as an add-on will always fall short. Some of the most powerful moments in this episode come from Valerie's time in long-term care, where she witnessed firsthand how behavior is a signal, not a problem. She tells the story of an angry resident whose outbursts masked deep grief and a total loss of identity, and staff whose apparent indifference was really a system that never gave them space to see beyond that behavior. Valerie makes the case that if we do not intentionally design for dignity, we will unintentionally design against it, and that lesson applies far beyond healthcare. Additional Resources: Connect with Valerie on LinkedIn: https://www.linkedin.com/in/valeriechoniuk/ [https://www.linkedin.com/in/valeriechoniuk/] Visit Mo-Ments of Experience's website: www.mo-mentsofexperience.com [http://www.mo-mentsofexperience.com/] Subscribe to Mo-Ments of Experience on YouTube: https://youtube.com/@mo-mentsofexperience?si=IZAB036xX1mmrn2C [https://youtube.com/@mo-mentsofexperience?si=IZAB036xX1mmrn2C] Follow PeopleForward Network on LinkedIn: https://www.linkedin.com/company/peopleforward-network/ [https://www.linkedin.com/company/peopleforward-network/] Learn more about PeopleForward Network: https://peopleforwardnetwork.com/ [https://peopleforwardnetwork.com/] Key Takeaways: * Experience is the core of care, not a layer added on top of clinical delivery * Behavior is a signal — from patients and staff alike — not a problem to be managed * You cannot motivate anyone; motivation is intrinsic, but you can inspire people * The number one predictor of team performance is whether team members feel their colleagues have their back * Designing for dignity must be intentional, or organizations will unintentionally design against it

Turning Love, Presence, and Culture into Indisputable ROI with Darlene Cunha

Darlene Cunha is a nurse, transformational healthcare executive, author, and caregiver who has spent her career reconnecting healthcare leaders with their healing purpose through Caritas-driven leadership. In this conversation with Geoffrey Smith, Darlene shares how her philosophy of love expressed through action, care expressed through attention, and dignity expressed in everyday moments has shaped the way she leads teams and transforms patient experiences across health systems. Darlene walks through real examples of how leader presence on the floor, relational engagement practices like starting meetings with three good things, and cross-departmental collaboration drove measurable improvements in employee engagement, patient satisfaction scores, and financial outcomes at a two-hospital system in Rhode Island. She also reflects on the formative influence of a nurse named Mary Wakeling, who showed her at age 12 that one moment of authentic presence can change a life forever. Additional Resources: Connect with Darlene Cunha on LinkedIn: https://www.linkedin.com/in/darlenecunha/ [https://www.linkedin.com/in/darlenecunha/] Visit Mo-Ments of Experience's website: www.mo-mentsofexperience.com [http://www.mo-mentsofexperience.com/] Subscribe to Mo-Ments of Experience on YouTube! https://youtube.com/@mo-mentsofexperience?si=IZAB036xX1mmrn2C [https://youtube.com/@mo-mentsofexperience?si=IZAB036xX1mmrn2C] Follow PeopleForward Network on LinkedIn: https://www.linkedin.com/company/peopleforward-network [https://www.linkedin.com/company/peopleforward-network] Learn more about PeopleForward Network: https://peopleforwardnetwork.com [https://peopleforwardnetwork.com] Key Takeaways: * Leader presence on the floor, not programs or added dollars, is what shifts employee engagement and unit culture in healthcare settings. * Starting team interactions with relational questions like "tell me three good things" builds trust and connection that drives performance. * Employee engagement should be measured as a living, dynamic process that changes shift to shift, not as a once-a-year survey event. * Cross-departmental collaboration between nursing, food service, social work, and psychiatry creates the extraordinary patient experiences that improve outcomes. * One moment of authentic presence can shape a person's entire career path, as Darlene experienced with nurse Mary Wakeling at age 12.

Advancing Healthcare Innovation With Michael Stamatinos

In this episode of Mo-Ments of Experience, Geoffrey Smith sits down with healthcare innovator and relationship strategist Michael Stamatinos to explore what it really takes to move meaningful healthcare innovation forward. Michael shares his mission of facilitating access at scale, whether that means access to care, education, housing, or opportunity, and explains why building relationship equity is one of the most overlooked drivers of innovation in healthcare today. Drawing from his experience supporting purposeful startups, collaborating with health systems, and working directly with patients and clinicians, Michael discusses the importance of understanding the realities of care delivery before trying to solve problems from the outside. He explains why many healthcare innovations fail, not because the ideas are bad, but because founders have not spent enough time inside the environments they hope to improve. The conversation also dives into the disconnect that can exist between clinical teams and administration, the importance of involving frontline caregivers in decision-making, and why trust must be built before transformation can happen. Additional Resources: Learn more about Michael on LinkedIn: https://www.linkedin.com/in/michaelstamo/ [https://www.linkedin.com/in/michaelstamo/] View Michael's website: https://www.michaelstamo.com/ [https://www.michaelstamo.com/] Visit Mo-Ments of Experience's website: www.mo-mentsofexperience.com [http://www.mo-mentsofexperience.com/] Subscribe to Mo-Ments of Experience on YouTube! https://youtube.com/@mo-mentsofexperience?si=IZAB036xX1mmrn2C [https://youtube.com/@mo-mentsofexperience?si=IZAB036xX1mmrn2C] Follow PeopleForward Network on LinkedIn: https://www.linkedin.com/company/peopleforward-network [https://www.linkedin.com/company/peopleforward-network] Learn more about PeopleForward Network: https://peopleforwardnetwork.com [https://peopleforwardnetwork.com] Key Takeaways: * Relationship equity is essential for driving innovation and gaining support within complex healthcare systems * Healthcare startups must spend time directly inside care environments before attempting to solve operational problems * The most successful healthcare innovations solve urgent "bleeding neck" problems that leaders cannot afford to ignore * Frontline caregivers must be included in decision-making processes or trust and adoption will suffer * Sustainable innovation happens through long-term consistency, not short-term start-stop efforts

Embedding Well-being into the Heart of Workplace Culture

In this episode, Anita Barbero, founder of Renew Your Health, joins Geoffrey Smith to discuss what it really takes to bring well-being into workplace culture when budgets are limited, time is scarce, and leaders need proof before they commit. Drawing on her experience introducing mindfulness and mental well-being practices within ESPN and Disney, Anita explains how meaningful change did not begin with sweeping executive mandates, but with finding a few key believers, building relationships face to face, and giving new ideas the time and space to grow. The conversation focuses heavily on healthcare, where Geoffrey shares the reality that many wellness leaders are working alone with little to no budget. Anita explains why large organizational overhauls are unrealistic in those environments and instead makes the case for micro moments, small and intentional practices that can fit into even the busiest caregiver workflows. She reflects on observing employees closely before designing solutions, meeting organizations exactly where they are, and helping leaders understand that culture change has to begin in manageable increments. Additional Resources: Connect with Anita Barbero https://www.linkedin.com/in/anita-barbero/https://www.anitabarbero.com/ [https://www.linkedin.com/in/anita-barbero/https://www.anitabarbero.com/] Visit Mo-Ments of Experience's website: www.mo-mentsofexperience.com [http://www.mo-mentsofexperience.com/] Subscribe to Mo-Ments of Experience on YouTube! https://youtube.com/@mo-mentsofexperience?si=IZAB036xX1mmrn2C\\ [https://youtube.com/@mo-mentsofexperience?si=IZAB036xX1mmrn2C%5C%5C] Follow PeopleForward Network on LinkedIn: https://www.linkedin.com/company/peopleforward-network/ [https://www.linkedin.com/company/peopleforward-network/] Learn more about PeopleForward Network: https://peopleforwardnetwork.com/ [https://peopleforwardnetwork.com/] Key Takeaways: * Finding believers within your organization who champion well-being is more powerful than any top-down mandate * Micro moments, even 30 seconds of intentional presence, can create meaningful culture change in the most demanding environments * Mindfulness cultivates compassion, which extends naturally from the individual into teams and across organizations * Patient experience and employee experience are inseparable; you cannot care for patients without first caring for caregivers * Start small, measure what matters, and give well-being initiatives the time and space to grow rather than trying to transform an entire organization at once

Creating an Avalanche of Authentic Gratitude with Laura Fleischfresser

In this episode of Mo-Ments of Experience, Geoffrey Smith sits down with Laura Fleischfresser, nurse and co-founder of Gratia Health, to explore how healthcare organizations can capture and amplify the everyday moments that often go unseen. Drawing on over 20 years of experience across bedside care, long-term care, and clinical strategy, Laura shares how her journey led to building a platform focused on real-time recognition, using patient and peer compliments, personalized engagement, and gamified experiences to strengthen care teams and workplace culture. They discuss how authentic, peer-driven recognition spreads organically, builds stronger teams, and provides real-time data that helps leaders identify high-performing units, support retention, and improve care quality. Laura also reflects on the personal moments that shaped her, including experiences with patients, colleagues, and her mother's care, reinforcing her mission to ensure every healthcare worker feels valued, recognized, and supported. Additional Resources: Follow Laura on LinkedIn: https://www.linkedin.com/in/laura-fleischfresser/ [https://www.linkedin.com/in/laura-fleischfresser/] Learn more about Gratia Health: https://www.gratiahealth.com/ [https://www.gratiahealth.com/] Visit Mo-Ments of Experience's website: www.mo-mentsofexperience.com [http://www.mo-mentsofexperience.com/] Subscribe to Mo-Ments of Experience on YouTube: https://youtube.com/@mo-mentsofexperience?si=IZAB036xX1mmrn2C\\ [https://youtube.com/@mo-mentsofexperience?si=IZAB036xX1mmrn2C%5C%5C] Follow PeopleForward Network on LinkedIn: https://www.linkedin.com/company/peopleforward-network/ [https://www.linkedin.com/company/peopleforward-network/] Learn more about PeopleForward Network: https://peopleforwardnetwork.com/ [https://peopleforwardnetwork.com/] Key Takeaways: * Real-time recognition of small moments drives motivation and engagement * Peer-driven appreciation is more effective than top-down recognition * Real-time data helps identify high-performing teams and retention signals * Delayed surveys limit impact compared to immediate feedback * Human connection is central to both caregiver fulfillment and patient experience