Designing Healthcare that Cares Podcast

The Power of Empathy in Healthcare with Chantal Lorio | Ep63

How can healthcare professionals create stronger patient connections without adding more stress or time to their already demanding workdays? In this episode of Designing Healthcare That Cares, Laura sits down with Dr. Chantal Lorio to discuss the transformative role empathy plays in healthcare. Drawing from over 30 years of clinical and leadership experience, Dr. Chantal explains how small moments of intentional connection can dramatically improve trust, communication, patient safety, and clinician wellbeing. The conversation explores the distinction between empathy and compassion, why patient experience is far more than satisfaction scores, and how emotional connection directly impacts honesty, compliance, and outcomes. Dr. Chantal also shares stories from her work coaching physicians and healthcare teams, revealing how empathy creates safer healthcare environments by encouraging patients to speak openly about their concerns. Together, they discuss burnout, emotional exhaustion, communication training in medicine, and why human connection may become healthcare’s most valuable skill in the age of artificial intelligence. Centered around Dr. Chantal’s new book I Get You. I Got You., this episode offers practical and hopeful strategies for helping clinicians reconnect with purpose while delivering care that truly heals. Three Actionable Takeaways: * Empathy and Compassion Are Not the Same Thing: Dr. Chantal explains that compassion focuses on fixing problems, while empathy focuses on helping patients feel understood. Clinicians often rush into solving medical issues without first acknowledging patients’ emotional experiences. Even a brief empathic connection can build trust and dramatically change the entire healthcare encounter. * Trust Improves Safety, Honesty, and Outcomes: Patients are more likely to follow recommendations and share important information when they trust their healthcare providers. Through real-world stories from patient safety rounds, Dr. Chantal demonstrates how empathy encourages patients to speak openly about concerns they otherwise might withhold, directly improving healthcare quality and safety. * Human Connection Will Always Matter in Healthcare: As AI and automation continue transforming healthcare, Dr. Chantal believes empathy and humanity will become even more important. Technology may enhance diagnosis and efficiency, but it cannot replace genuine human connection. Clinicians who strengthen communication and empathic skills will play a critical role in the future of patient care. About the Show: Designing Healthcare That Cares is where leadership meets humanity. Hosted by Dr. Laura Suttin, the show explores what happens when compassion, connection, and courage come together to transform how we care—for our patients, our teams, and ourselves. About the Guest: Dr. Chantal Lorio is a physician leader, executive coach, and patient experience expert with more than 30 years of healthcare experience. She has spent her career helping clinicians strengthen communication, build trust with patients, and improve healthcare outcomes through empathy-centered care. A professional certified coach with master’s degrees in leadership and healthcare management, Dr. Chantal previously served as Medical Director of Patient Experience and has coached physicians and healthcare teams across multiple organizations. She is the author of I Get You. I Got You.: The Secret to Creating an Empathic Connection with Every Patient Every Time. 🌐 Website: https://drchantallorio.com [https://drchantallorio.com]  🔗 LinkedIn: Chantal Lorio, DPM, MSHCM, MSLOD, FASCHE, PCC [https://www.linkedin.com/in/chantal-lorio-dpm-mshcm-mslod-fache-pcc-60705a7/] 📚 Book: I Get You. I Got You. [https://www.amazon.com/Get-You-Got-Creating-Connection/dp/B0G1ZWG6JD] About the Host: Dr. Laura Suttin is a physician, leadership coach, and lifelong advocate for designing systems that truly care. After years of navigating the complexities of healthcare, she realized that compassion and connection aren’t just nice-to-haves—they’re the foundation of great medicine. Today, Laura brings that vision to life through her work as a consultant, speaker, and host of Designing Healthcare That Cares. She helps healthcare leaders and clinicians rediscover their purpose, build resilient teams, and lead with both strategy and soul. When she’s not interviewing changemakers or guiding organizations, you can find her sharing stories that remind us all why we got into medicine in the first place—to make a difference, together. 🌐 Website: drlaurasuttin.com [http://drlaurasuttin.com/] 🔗 LinkedIn: https://linkedin.com/in/drlaurasuttinhttps://www.linkedin.com/in/laura-suttin-md/ [https://www.linkedin.com/in/laura-suttin-md/]  [https://linkedin.com/in/drlaurasuttin] 📸 Facebook: https://instagram.com/drlaurasuttinhttps://www.facebook.com/purposefulMD [https://www.facebook.com/purposefulMD] Register for the Clinician Leadership Compass course to combat overwhelm and burnout.: www.thepurposefulmd.com/courses [http://www.thepurposefulmd.com/courses]   The Designing Healthcare That Cares Podcast is for informational and educational purposes only and does not constitute medical, legal, or professional advice. Always consult qualified professionals regarding personal or organizational decisions.

Compassionate Conversations: Transforming Dementia Care with Amy Shaw  | Ep62

What if the dementia journey didn’t have to be defined by fear, confusion, and guilt, but by clarity, compassion, and better days at home? In this heartfelt and practical episode of Designing Healthcare That Cares, Dr. Laura Suttin welcomes Amy Shaw, drawing from her unique path; from primate cognition research and wedding photography to palliative care and dementia support, Amy shares why our current medical model often fails families navigating dementia and how thoughtful, well-timed conversations can change everything. They discuss: * The critical importance of goals-of-care conversations * The “Arc of Conversation” framework from Amy’s medical textbook * Why dementia is frequently missed in clinic visits *  How caregivers can become “cognitive detectives” using practical, brain-based strategies  Amy also introduces her upcoming book for family caregivers and her new self-paced education course designed to give families a clear roadmap through every stage of the journey. This episode is essential listening for clinicians, caregivers, and anyone who wants to design healthcare that truly cares for both patients and the families who love them. Three Actionable Takeaways: * Start Goals-of-Care Conversations Early and Often: Normalize end-of-life and goals-of-care discussions during routine visits rather than waiting for a crisis. Use a structured approach like the Arc of Conversation to explore what the patient and family understand, fill in educational gaps, investigate their values and wishes, and then align care with what matters most to them. * Separate Family Conversations from Patient Visits When Needed: Dementia by definition affects a person’s ability to serve as a reliable historian. Meet with family members separately to have frank, detailed conversations about what’s really happening at home. This preserves the patient’s dignity while giving caregivers the practical tools and understanding they need. * Give Caregivers a Clear Roadmap and Practical Strategies: Equip families with education about the dementia journey from the very beginning. Teach them stage-specific communication and support strategies that align with what is actually breaking in the brain. When caregivers understand the “what, when, and why” of dementia, stress decreases, guilt lightens, and they can respond with compassion instead of confusion or conflict. About the Show: Designing Healthcare That Cares is where leadership meets humanity. Hosted by Dr. Laura Suttin, the show explores what happens when compassion, connection, and courage come together to transform how we care—for our patients, our teams, and ourselves. About the Guest: Amy Shaw, P.A, is a dementia clinician, educator, and founder of Better Dementia, a national platform dedicated to helping families care for loved ones with clarity, confidence, and compassion. She is the author of The Arc of Conversation: A How-to Guide for Goals of Care Conversations, a medical textbook used by clinicians and educators.  Amy offer private one-on-one family guidance sessions online, which is especially helpful when families are spread out geographically. She also recently launched a self-paced digital course that teaches caregivers everything they need to understand the dementia journey,  including the stages, how to recognize where a loved one is, how to align communication and support strategies in ways that preserve dignity and reduce conflict, and what to expect medically as the disease progresses. The course also addresses when hospice care can begin and what hospice care can provide. It is a comprehensive framework designed to help families navigate this journey with clarity and avoid unnecessary crisis along the way. Connect with Amy Shaw: Website: betterdementia.com [http://betterdementia.com] Facebook: https://www.facebook.com/betterdementia [https://www.facebook.com/betterdementia] LinkedIn: https://www.linkedin.com/company/betterdementia [https://www.linkedin.com/company/betterdementia] Instagram: https://www.instagram.com/betterdementia [https://www.instagram.com/betterdementia] TikTok: https://www.tiktok.com/@betterdementia [https://www.tiktok.com/@betterdementia] YouTube: https://www.youtube.com/@amyshawpa [https://www.youtube.com/@amyshawpa] About the Host: Dr. Laura Suttin is a physician, leadership coach, and lifelong advocate for designing systems that truly care. After years of navigating the complexities of healthcare, she realized that compassion and connection aren’t just nice-to-haves—they’re the foundation of great medicine. Today, Laura brings that vision to life through her work as a consultant, speaker, and host of Designing Healthcare That Cares. She helps healthcare leaders and clinicians rediscover their purpose, build resilient teams, and lead with both strategy and soul. When she’s not interviewing changemakers or guiding organizations, you can find her sharing stories that remind us all why we got into medicine in the first place—to make a difference, together. 🌐 Website: drlaurasuttin.com [http://drlaurasuttin.com/] 🔗 LinkedIn: https://linkedin.com/in/drlaurasuttinhttps://www.linkedin.com/in/laura-suttin-md/ [https://www.linkedin.com/in/laura-suttin-md/]  [https://linkedin.com/in/drlaurasuttin] 📸 Facebook: https://instagram.com/drlaurasuttinhttps://www.facebook.com/purposefulMD [https://www.facebook.com/purposefulMD] Register for the Clinician Leadership Compass course to combat overwhelm and burnout.: www.thepurposefulmd.com/courses [http://www.thepurposefulmd.com/courses] Tags:  Dementia Care, Goals of Care Conversations, Caregiver Support, Palliative Care, End of Life Conversations, Better Dementia, Family Caregiving, Compassionate Care, Dementia Education, Hospice Care Social Media Hashtags: #DesigningHealthcareThatCares, #BetterDementia, #DementiaCare, #GoalsOfCare, #CaregiverSupport, #PalliativeCare, #EndOfLifeConversations, #FamilyCaregiving #CompassionateCare, #DementiaJourney YouTube Show Notes Compassionate Conversations: Transforming Dementia Care with Amy Shaw  | Ep61 🩺 Hosted by Dr. Laura Suttin with guest Amy Shaw What if we could transform the dementia journey from one of fear and overwhelm into one of clarity, confidence, and compassion?  In this rich conversation, Dr. Laura Suttin speaks with Amy Shaw about why our medical system often misses dementia, the power of early and structured goals-of-care conversations, and practical tools that help families navigate every stage with dignity. Inside: * From wedding photographer to dementia clinician – the surprising preparation * Why medical training leaves clinicians unprepared for end-of-life conversations * The Arc of Conversation framework for goals-of-care discussions * Why dementia care must include the whole family * Becoming a “cognitive detective” – practical strategies for caregivers * The new self-paced education course and upcoming book for families ⏱️ Timestamps: 00:00 – Welcome & introduction to Amy Shaw 01:00 – From primate cognition to wedding photography to palliative care 04:00 – The gap in medical training around end-of-life conversations 08:00 – The Arc of Conversation: Goals of care done right 13:00 – Normalizing death and hospice discussions 17:00 – Why dementia is missed in traditional clinic visits 20:00 – Better Dementia: Education, strategies & reducing caregiver stress 25:00 – Meeting with families separately to preserve dignity 28:00 – Practical tools for communication and conflict at home 32:00 – Self-paced education course and resources for families Thanks for listening! If this episode resonated, share it with a clinician colleague or a family member caring for someone with dementia. #DesigningHealthcareThatCares #BetterDementia #DementiaCare #GoalsOfCare #PalliativeCare #CaregiverSupport #EndOfLifeConversations #HospiceCare #FamilyCaregiving #CompassionateCare The Designing Healthcare That Cares Podcast is for informational and educational purposes only and does not constitute medical, legal, or professional advice. Always consult qualified professionals regarding personal or organizational decisions.

Sustainable Leadership Beyond the White Coat with Dr. Tracy Asamoah | Ep61

What if the same drive and self-sacrifice that made you an excellent clinician is now quietly undermining your effectiveness as a leader, and your own well-being? In this heartfelt conversation on Designing Healthcare That Cares, Dr. Laura Suttin sits down with Dr. Tracy Asamoah, as she shares her personal journey: an early multiple sclerosis diagnosis that prompted her to rethink her identity as a physician and proactively build a more sustainable career through coaching. Together they unpack why so many high-achieving physicians struggle when stepping into leadership roles. They discuss how medical training chips away at boundaries, the painful shift from “being the excellent clinician” to “developing others,” the isolation of leadership, and the tension between administrative and clinical demands. Drawing from real coaching experiences, they highlight the importance of self-reflection, embracing uncertainty, comfortable pivots, and giving yourself permission to ask for what you need. This episode is a must-listen for physician leaders, aspiring leaders, and anyone in healthcare feeling the weight of “never enough” while trying to lead with humanity. Three Actionable Takeaways: * Reevaluate Your Boundaries and Capacity Regularly: Medical training often conditions us to erode our own boundaries. As a leader, pause to ask: What is sustainable for me right now? Where do I need to say “no”? Recognizing your limits and protecting your energy is not weakness, it’s essential for long-term leadership effectiveness and modeling healthy behavior for your team. * Shift from Self-Focused Excellence to Developing Others: Leadership requires moving the spotlight from “How do I look excellent?” to “How do I help my team members grow and shine?” Practice delegation, share recognition generously, and intentionally create opportunities for junior faculty and staff. This mindset shift is one of the hardest, but most rewarding transitions for clinicians entering leadership. * Build a New Support Network and Embrace Uncertainty: Leadership can feel lonely when former peers become team members and open conversations change. Actively seek connections with other leaders (inside or outside your organization) who understand your challenges. At the same time, give yourself permission to sit in uncertainty, reflect on your values and purpose, and trust that “everything is figureoutable.” Sometimes the most powerful step is simply being still and listening for what needs to emerge next. About the Show: Designing Healthcare That Cares is where leadership meets humanity. Hosted by Dr. Laura Suttin, the show explores what happens when compassion, connection, and courage come together to transform how we care—for our patients, our teams, and ourselves. About the Guest: Dr. Tracy Asamoah, MD, PCC is a board-certified psychiatrist, professional certified coach (ICF), and consultant with more than 20 years of experience. She helps physician and healthcare leaders develop sustainable, human-centered leadership styles as they navigate transitions, organizational complexity, and change. A certified narrative coach, she brings a neuroscience-informed, whole-person approach to her work with deans, department chairs, medical directors, and physicians across academic medicine and healthcare organizations nationwide. She earned her medical degree at UCSF and completed her psychiatry residency and child & adolescent psychiatry fellowship at UCLA. Dr. Asamoah is also a writer and coach trainer. 🌐 Website: sageelementscoaching.com [http://sageelementscoaching.com] 🔗 LinkedIn: https://www.linkedin.com/in/tracy-asamoah-physician-leadership-coachTracy Asamoah, MD, PCC [https://www.linkedin.com/in/tracy-asamoah-physician-leadership-coach/] About the Host: Dr. Laura Suttin is a physician, leadership coach, and lifelong advocate for designing systems that truly care. After years of navigating the complexities of healthcare, she realized that compassion and connection aren’t just nice-to-haves—they’re the foundation of great medicine. Today, Laura brings that vision to life through her work as a consultant, speaker, and host of Designing Healthcare That Cares. She helps healthcare leaders and clinicians rediscover their purpose, build resilient teams, and lead with both strategy and soul. When she’s not interviewing changemakers or guiding organizations, you can find her sharing stories that remind us all why we got into medicine in the first place—to make a difference, together. 🌐 Website: drlaurasuttin.com [http://drlaurasuttin.com/] 🔗 LinkedIn: https://linkedin.com/in/drlaurasuttinhttps://www.linkedin.com/in/laura-suttin-md/ [https://www.linkedin.com/in/laura-suttin-md/]  [https://linkedin.com/in/drlaurasuttin] 📸 Facebook: https://instagram.com/drlaurasuttinhttps://www.facebook.com/purposefulMD [https://www.facebook.com/purposefulMD] Register for the Clinician Leadership Compass course to combat overwhelm and burnout.: www.thepurposefulmd.com/courses [http://www.thepurposefulmd.com/courses]   The Designing Healthcare That Cares Podcast is for informational and educational purposes only and does not constitute medical, legal, or professional advice. Always consult qualified professionals regarding personal or organizational decisions.

Building Physician Excellence Through Skill Development with Dr. Stephen Beeson | Ep60

What if the key to better patient care, lower burnout, and higher physician engagement wasn’t more mandates or metrics, but intentional, evidence-based skill development that enriches clinicians while improving outcomes? In this inspiring and practical episode of Designing Healthcare That Cares, Dr. Laura Suttin welcomes Dr. Stephen Beeson. Drawing from his groundbreaking work at Sharp Rees-Stealy Medical Group, where patient experience soared from the 6th to the 93rd percentile, Dr. Beeson shares how a continuous human development approach can create extraordinary results for patients, care teams, and organizations. They discuss: * How Dr. Beeson accidentally discovered the power of relational skills in the exam room * Why patient connection is one of the strongest burnout countermeasures * The critical role of leadership behaviors in driving physician engagement and discretionary effort * Building evidence-based skills for better patient interactions, teamwork, and leadership * How Practicing Excellence uses technology and AI to scale sustainable human development This episode is essential listening for healthcare leaders, physicians, and anyone committed to designing systems where clinicians can bring their best selves to work every day. Three Actionable Takeaways: * Start with Identity, Not Just Behaviors: Help clinicians first define the kind of clinician or leader they want to be. Once that identity is clear, small, evidence-based micro-skills become much easier to adopt and sustain. * Treat Relational Skills Like Clinical Skills: Communication, empathy, and connection techniques are learned behaviors backed by evidence,  just like managing Diabetic ketoacidosis (DKA) or intubating a patient. Provision simple, practical skills that deliver immediate benefits to both patients and clinicians. * Invest in Leadership Behaviors to Unlock Discretionary Effort: Physician engagement and willingness to go above and beyond are heavily influenced by how well they are led. Develop consistent leadership skills such as emotional intelligence, gratitude, candor, and authentic appreciation to create an environment where clinicians feel heard, valued, and supported. About the Show: Designing Healthcare That Cares is where leadership meets humanity. Hosted by Dr. Laura Suttin, the show explores what happens when compassion, connection, and courage come together to transform how we care—for our patients, our teams, and ourselves. About the Guest: Dr. Steven Beeson is a practicing physician, national thought leader, speaker, and author of two national bestselling books: Practicing Excellence: A Physician’s Manual to Exceptional Healthcare and Engaging Physicians: A Manual to Physician Partnership. He is the former Physician Director of The Sharp Experience at Sharp Rees-Stealy Medical Group in San Diego, where the group earned the Malcolm Baldrige Quality Award and multiple recognitions as a top-performing medical group. In 2013, he founded Practicing Excellence to scale systemic skill development that improves healthcare delivery while enriching the lives of clinicians and care teams. He currently serves as a national expert on human development applied to healthcare challenges. Website: practicingexcellence.com [http://practicingexcellence.com] About the Host: Dr. Laura Suttin is a physician, leadership coach, and lifelong advocate for designing systems that truly care. After years of navigating the complexities of healthcare, she realized that compassion and connection aren’t just nice-to-haves—they’re the foundation of great medicine. Today, Laura brings that vision to life through her work as a consultant, speaker, and host of Designing Healthcare That Cares. She helps healthcare leaders and clinicians rediscover their purpose, build resilient teams, and lead with both strategy and soul. When she’s not interviewing changemakers or guiding organizations, you can find her sharing stories that remind us all why we got into medicine in the first place—to make a difference, together. 🌐 Website: drlaurasuttin.com [http://drlaurasuttin.com/] 🔗 LinkedIn: https://linkedin.com/in/drlaurasuttinhttps://www.linkedin.com/in/laura-suttin-md/ [https://www.linkedin.com/in/laura-suttin-md/]  [https://linkedin.com/in/drlaurasuttin] 📸 Facebook: https://instagram.com/drlaurasuttinhttps://www.facebook.com/purposefulMD [https://www.facebook.com/purposefulMD] Register for the Clinician Leadership Compass course to combat overwhelm and burnout.: www.thepurposefulmd.com/courses [http://www.thepurposefulmd.com/courses]   The Designing Healthcare That Cares Podcast is for informational and educational purposes only and does not constitute medical, legal, or professional advice. Always consult qualified professionals regarding personal or organizational decisions.

The Surprising Freedom of Boundaries | Ep59

What if setting clear boundaries actually freed you to innovate more boldly, take smarter risks, and combat overwhelm in high-stakes healthcare environments? In this insightful conversation, Dr. Laura Suttin interviews Sheri Jacobs, as she shares her unconventional path, from photojournalist capturing Michael Jordan to founding a thriving consulting firm and chasing wildlife adventures across Antarctica and Africa, and how those experiences shaped her powerful framework on boundaries. They discuss: * Why unlimited choices create overwhelm and how boundaries liberate exploration, like the playground fence experiment. * The liberating role of boundaries in personal life, career pivots, and avoiding FOMO in side hustles or income streams * Differentiating risk tolerance from risk capacity, and why evaluating "what if it fails?" unlocks bolder moves * Auditing "noise" (distractions, assumptions, social media) to protect focus and energy * Bottom-up innovation: Amplifying frontline voices closest to patients or customers (e.g., Stanley Quencher turnaround, Good Catch programs, Best New Mistake awards) * Combining psychological safety with clear boundaries to create the true "innovation zone" Packed with practical stories from healthcare challenges to corporate experiments, this episode offers healthcare leaders, clinicians, and teams tools to foster resilience, encourage smart risk-taking, and design cultures that innovate sustainably amid uncertainty and burnout. Three Actionable Takeaways: * Define your "fence" first: Clarify what matters most right now (outcomes, priorities, capacity). This creates space to explore boldly within safe limits, reducing overwhelm from endless options like the Cheesecake Factory menu. * Audit the noise and start small: Track distractions pulling you off-focus for a week, then experiment with one small boundary shift (e.g., limiting inputs or saying no to low-priority asks) to build confidence and momentum. * Amplify frontline voices: Create simple channels for ideas from those closest to patients and operations, small inputs can spark massive wins, as seen in Stanley's 10x growth from one sales associate's insight. About the Show: Designing Healthcare That Cares is where leadership meets humanity. Hosted by Dr. Laura Suttin, the show explores what happens when compassion, connection, and courage come together to transform how we care—for our patients, our teams, and ourselves. About the Guest: Sheri Jacobs, FASAE, CAE, is a three-time bestselling author, innovation strategist, keynote speaker, and CEO of Avenue M Group. She has surveyed nearly one million people and helped over 300 organizations unlock innovation, navigate uncertainty, and build resilient cultures. Her upcoming book, The Unexpected Power of Boundaries: Rethinking the Rules, Risks, and Real Drivers of Innovation (early 2026), challenges traditional views on creativity. A passionate wildlife photographer, Sheri draws inspiration from adventures in Africa, Antarctica, and beyond. Website: https://www.sherijacobs.com [https://www.sherijacobs.com] Avenue M Group: https://www.avenuem.org [https://www.avenuem.org] About the Host: Dr. Laura Suttin is a physician, leadership coach, and lifelong advocate for designing systems that truly care. After years of navigating the complexities of healthcare, she realized that compassion and connection aren’t just nice-to-haves—they’re the foundation of great medicine. Today, Laura brings that vision to life through her work as a consultant, speaker, and host of Designing Healthcare That Cares. She helps healthcare leaders and clinicians rediscover their purpose, build resilient teams, and lead with both strategy and soul. When she’s not interviewing changemakers or guiding organizations, you can find her sharing stories that remind us all why we got into medicine in the first place—to make a difference, together. 🌐 Website: drlaurasuttin.com [http://drlaurasuttin.com/] 🔗 LinkedIn: https://linkedin.com/in/drlaurasuttinhttps://www.linkedin.com/in/laura-suttin-md/ [https://www.linkedin.com/in/laura-suttin-md/]  [https://linkedin.com/in/drlaurasuttin] 📸 Facebook: https://instagram.com/drlaurasuttinhttps://www.facebook.com/purposefulMD [https://www.facebook.com/purposefulMD] Register for the Clinician Leadership Compass course to combat overwhelm and burnout.: www.thepurposefulmd.com/courses [http://www.thepurposefulmd.com/courses]   The Designing Healthcare That Cares Podcast is for informational and educational purposes only and does not constitute medical, legal, or professional advice. Always consult qualified professionals regarding personal or organizational decisions.