Hearts of Excellence

Where Nursing Gets Personal: Life in Long-Term Care

What makes long-term care more than just a job? In this episode of Hearts of Excellence, host Chelsey Gheyara [https://www.linkedin.com/in/chelseydague/] sits down with Payton Nienaber [https://www.linkedin.com/in/payton-nienaber-msn-fnp-bc-96703228a/], Director of Nursing Services at Majestic Care of Newburgh [https://www.majesticcare.com/location/newburgh/]. From starting as a CNA in 2014 to becoming a board-certified Family Nurse Practitioner, Payton’s journey is rooted in resilience, growth, and a deep commitment to people. Alongside Majestic Care CEO Paul Pruitt [https://www.linkedin.com/in/paul-d-pruitt/], they explore what it really means to lead in long-term care: from navigating overwhelming challenges to building meaningful relationships with Residents and Care Team members. Payton shares powerful stories of connection, advocacy, and the moments that remind her why this work is so much more than a career. This is a conversation about heart, leadership, and why the best care starts with seeing people as people. In this episode, you’ll hear: * Why long-term care is truly a people business * How strong support systems shape great leaders * The importance of treating staff and Residents with humanity Highlights: (00:00) Introduction (00:40) Long-term care vs. hospital life: “DC vs. Marvel” (01:13) From CNA to Director of Nursing and Nurse Practitioner (03:00) A Resident who felt like family (06:00) Falling in love with long-term care (10:20) Balancing leadership, life, and education (11:00) The power of support systems (12:30) Stepping into leadership before feeling ready (16:30) Navigating daily challenges in long-term care (22:40) Why long-term care is misunderstood (23:20) Advocating to keep a Resident and spouse together (26:30) Why long-term care is a people business (30:15) Advice for new healthcare professionals (32:00) Leading with humanity and empathy (37:10) Payton’s definition of excellence

How Great Healthcare Leaders Balance Patient Care and Business Operations

How do you carry the heart of patient care into leadership and operations? In this episode of Hearts of Excellence, hosts Chelsey Gheyara [https://www.linkedin.com/in/chelseydague/] and Paul Pruitt [https://www.linkedin.com/in/paul-d-pruitt/] sit down with Brittany See, Enterprise Reimbursement Strategist at Majestic Care [https://www.majesticcare.com/], to explore how clinical experience can shape stronger leadership, better systems, and more meaningful outcomes in long term care. Brittany shares her unique journey from occupational therapy to becoming an EMT and firefighter, and ultimately stepping into a strategic leadership role. Her story reveals what it means to see the full continuum of care, from emergency response to rehabilitation and independence, and how those experiences built her passion for serving the geriatric community. Together, they dive into the intersection of clinical care, documentation, reimbursement, and leadership, highlighting how data and systems should always reflect the real people behind them. This conversation challenges leaders to rethink how they approach operations, emphasizing empathy, adaptability, and the importance of supporting teams where they are. This episode highlights the power of maintaining a clinical lens, building strong team cultures, and using innovation to enhance care without losing the human connection at its core. In this episode, you’ll hear: * How Brittany’s experience as an EMT and therapist shaped her leadership perspective * Why documentation and data are critical to delivering quality patient care * How leaders can balance operational demands with empathy and connection Highlights: (00:00) Introduction (01:00) Brittany’s background in therapy, EMT, and firefighting (05:00) Discovering a passion for geriatric care (08:00) Transitioning into a leadership role early in her career (10:00) Balancing patient care with operational responsibilities (14:00) Joining Majestic Care and stepping into strategy (17:00) Connecting clinical insight with reimbursement and data (20:00) Improving care through documentation and team alignment (23:00) Leading teams through challenges and mindset shifts (27:00) The role of support systems and organizational culture (31:00) How technology and AI are shaping the future of care (36:00) Why every resident has a story (39:00) Advice for clinicians moving into leadership roles (41:00) Final reflections on purpose and impact

How Empathy Changes Healthcare

How do you truly show care beyond their medical diagnosis? In this episode of Hearts of Excellence, host Chelsey Gheyara sits down with Dr. Adrienne Boissy [https://www.linkedin.com/in/boissyad/], Chief Medical Officer at Qualtrics [https://www.qualtrics.com/], Neurologist, and former Chief Experience Officer at the Cleveland Clinic [http://www.clevelandclinic.org/]. Together, they explore how empathy, leadership, and innovation shape more meaningful care experiences. Dr. Boissy shares powerful patient stories that changed how she sees healthcare, reminding us that behind every clinical decision is a human being navigating fear, uncertainty, and hope. From the emotional weight families carry to the growing role of technology in care, this conversation challenges us to rethink how systems can better support both patients and caregivers. This episode highlights the importance of curiosity, connection, and designing care environments where people feel seen, heard, and valued. In this episode, you’ll hear: * How social isolation can affect people as deeply as physical pain * How technology should support connection, not replace it * How leadership starts with self-awareness and intentional human connection Highlights: (00:00) Introduction (01:06) Early patient moment that reshaped empathy (05:19) Why patients are overwhelmed by healthcare complexity (09:30) Rethinking life in long-term care environments (11:30) The role of empathic curiosity in care (13:00) Social isolation and its impact on the brain (15:30) Leadership, identity, and personal values (18:22) Showing up authentically as a leader (20:00) Communication and disagreeing with empathy (22:04) Transitioning from clinical care to leadership and tech (25:00) Defining purpose through the “Joy Pie” (28:00) Balancing technology with human connection (31:00) Recognizing and supporting caregivers (33:00) Creating meaningful patient experiences

From Being Cared For to Caring Forward with Jerald Cosey

How can a life change when you show someone in need real, genuine care? In this episode of Hearts of Excellence, host Chelsey Gheyara [https://www.linkedin.com/in/chelseydague/] is joined by Jerald Cosey [https://www.linkedin.com/in/jerald-cosey-hfa-ba259711/], an independent consultant and the architect behind Majestic Care’ [https://www.majesticcare.com/]s Administrator in Training (AIT) program. From his start in pharmaceuticals to becoming a CNA and now shaping the future of long-term care leaders, Jerald’s journey is filled with service, grit, and a deep love for people. Together with the Majestic Care CEO, Paul Pruitt [https://www.linkedin.com/in/paul-d-pruitt/], they explore servant leadership, building mission-driven teams, and the power of staying connected to the floor. Jerald shares personal stories of  helping a Resident in need that reflect his belief: Everything starts with people. In this episode, you’ll hear: * Why every AIT in the program earns their CNA * A behind-the-scenes look at Majestic Care’s hands-on AIT model * The CEO mindset and how to grow through what you go through Highlights: (00:00) Introduction (01:31) How Jerald went from pharma to senior care (02:56) The impact of volunteering in a nursing home (04:05) Why Jerald became a CNA (08:43) What makes Majestic Care’s AIT program different (10:25) Why every team should write their own mission (13:55) How Jerald prepares new administrators to lead (14:46) What Jerald gained by entering long-term care (19:42) How the field has changed after the pandemic (21:47) The hardest moment of Jerald’s career (24:22) How the AIT program builds confidence and community (27:33) A lesson in self-awareness from Paul’s story (30:53) How to lead with humility and grow from failure (34:10) Why no one should lead alone (36:37) What true leadership looks like in a care community (39:42) What excellence means to Jerald

Why Empathy Shapes Stronger Care Teams

In this episode of Hearts of Excellence, we are joined by Gregg Fuller [https://www.linkedin.com/in/gregg-fuller-593328201/], Senior Executive Director at Majestic Care. With over two decades of experience, Gregg reflects on his journey from being a CNA to achieving multiple deficiency-free surveys across challenging long-term care settings. They discuss the mindset it takes to lead with both empathy and structure, the importance of understanding every Resident’s story, and why excellence in care starts with consistency every single day. Gregg also opens up about the emotional impact of working with behavioral health Residents and how fostering strong team relationships has transformed care environments. This is a conversation about heart, leadership, and what it means to truly show up for your Residents and your team. In this episode, you’ll hear: * Creating consistency to achieve deficiency-free status * A fresh perspective on “behaviors” in behavioral health * How AI can support, not replace, relationship-based care Highlights: (00:00) Introduction (01:14) Celebrating two consecutive deficiency-free surveys (03:31) From CNA at Purdue to Executive Director (07:50) The power of compassion in behavioral health (10:49) Mental rehab, not just medical rehab (13:10) Building trust and structure for Residents to thrive (16:15) A leadership lesson from a young Resident (17:31) Using AI to focus on what matters most (23:51) How to maintain a deficiency-free culture (29:10) Learning from failure and blending cultures (34:01) A Care Team member’s journey from housing insecurity to success (41:56) Advice for new leaders in long-term care (42:28) Gregg’s definition of excellence