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