Louise Lobotsky Cleveland Clinic Infection Control


Special guest – Louise Lobotsky – infection control coordinator at the Cleveland Clinic Hospital in Medina, Ohio. Louise has 40 years with experience in acute care and long term care with Certification in Infection Control and Prevention since 1993 and has been a Hospital Infection Preventionist since 1999.

Today we talk about joint replacements and surgical site infections. Find out all you need to know prior to surgery. Louise has the answers.



Benchmarking Group International


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LISTEN to Full Interview with Farhad Safaie



Manage and improve your customer experience in real time.

Patients are increasingly relying on social media to choose their healthcare providers. Many practices have therefore selected patient satisfaction as one of their key organization performance indicators.

PatientAngle™ provides you an easy way to measure the level of your patients’ satisfaction. Furthermore, it makes patients’ feedback available to the respective responsible staff in your practice in real time. The actions that the staff take are also recorded in the system so they can be reviewed by management at any level.

When your staff takes corrective actions to address a patient complaint, it not only reduces the possibility of the patient switching service provider, but also possibility of a bad review on one or more social media. These corrective actions create a continuous improvement cycle in your practice which will result in happy customers and happy staff, not mentioning increased revenue.

Your staff and management can see the overall trends in patient satisfaction in areas that they are responsible for. When you have such strong internal benchmarks, it won’t be hard to identify areas that your management team needs to focus.

LISTEN Below to one minute ad spots as they appear on nationally syndicated radio program Speak Up and Stay Alive



Email info@BenchGroupInt.com if you’re interested in a live demo or more information.


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Email: Info@BenchGroupInt.com


Henry the Hand Foundation


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Dr. Will Sawyer – Founder of Henry the Hand Foundation – shares important insight on handwashing – including the 4 principles of hand awareness and the T zone. Spread the Word –  Not the Germ!      


Having spent almost 19 years on this mission, I am beginning to appreciate the battle Ignaz Semmelweis MD went through with the Austrian Medical Society and John Snow MD went through with the London Public Health system trying to increase their awareness about Puerperal Fever (Child birth fever) in the 1840’s and Cholera, back in the mid 1860’s respectively, which took about 20 years for either discovery to be accepted.

We can not afford to take another 20 years to accept the 4 Principles of Hand Awareness as a method to protect the Public from infectious disease and the potential outbreaks, as too many innocent (unaware) people will suffer needlessly.

Henry the Hand Foundation is a “grass roots” non-profit organization stretching our resources to share Henry’s Hand Awareness message with children and adults across the globe and Henry is asking if you can “give us a hand”.  We encourage parents and health professionals to “Adopt a School” (daycare, Head Start program, pre-school or school in their community to act as ambassadors for Henry’s packaged program which allows them to take a leadership role in teaching health education.

Thank you for helping to “Spread the Word, Not the Germs!”!


Dr. Will

Solo Family Medicine physician

creator of the Henry the Hand Foundation and Henry the Hand Champion Handwasher

We encourage OUR friends and family to  “GIVE US A HAND”.

” Dr. Will “

William P. Sawyer, MD




Matrix Medical


Matrix is the leading provider of comprehensive in-home health assessments and care management solutions for health plans, with 1 million home health assessments completed…and counting! There’s more information at www.matrixforme.com or (888) 912-8423

Listen to the interview with Sally Dimond


Matrix Nurse Infographic FINAL

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Heard on these platforms worldwide


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You and your business will be promoted on the stations and cities below and globally via live Internet streaming at the following websites and times.


Proud to be associated with our flagship Cleveland, Ohio stations:

  • Saturday morning 9-10 ET Cleveland AM1220 WHKW or listen live
  • Saturday morning 9-10 ET Warren/Youngstown AM1440 WHKZ or listen live

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Available to over 5,000 terrestrial radio stations via XDS Cumulus Satellite

Coast To Coast

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Coast to Coast Infection Control was established in 1999 to provide the highest standards and state-of-the-art personal infection control technology available to the medical industry.




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Cleveland Clinic – Dr. James Merlino


I just finished reading this fantastic book by my friend and previous radio guest – Dr. James Merlino Chief Experience Office of the Cleveland Clinic. Now you can listen to our interview as Jim shares some highlights.




Healthcare is an industry that touches people at their most vulnerable times in life, when they are physically and emotionally distressed.  Yet too often patients and their family members are not treated with the courtesy, respect, and care they so desperately need—and which should be relatively easy to provide—during these difficult times.  These negative experiences not only leave a lasting impression on patients and family members, but they also impact a hospital’s bottom line. In today’s healthcare environment, people have a choice of where to go for care, and hospitals can no longer rely solely on their outcomes as a differentiator and indicator of high quality care.  Patient experience is about building a culture that supports safety, quality, and satisfaction which ultimately improves the value of healthcare and reduces suffering.  That is why a focus on patient experience has become so important. Delivering high professional competency and compassionate care with a human connection is critical in today’s environment.  Among the leaders in this space is Cleveland Clinic, one of the largest academic medical centers in the world.


James Merlino, MD, Chief Experience Officer of Cleveland Clinic, wrote “Service Fanatics” with one simple goal in mind: to help healthcare providers better align their organization around the patient.  Through the leadership of CEO Toby Cosgrove, M.D., Dr. Merlino has focused on making the Clinic, which already has a stellar reputation for its medical innovations and unique surgeries, recognized for its patient experience.

“Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way” (October 31, 2014; $30) is a valuable resource for how to think about the patient experience, how to define it, and the factors that are critical to improving it.  The book showcases Cleveland Clinic’s evolution from a hospital ranked in the bottom percentile for patient satisfaction, based on the Centers for Medicare & Medicaid Services (CMS) survey, to one that is now indisputably considered a leader patient-centered care. Drawing on real patient stories, it offers an inside look at the strategy and tactics used by Cleveland Clinic on the road to implementing a patient-centered approach to care.


Praise for Service Fanatics

“This is an important and very timely book. Dr. Merlino reminds us that the complexities of the global healthcare challenge must never obscure our primary focus on the patient and patient experience. This is the story of one of the world’s leading medical centers going through transformation without losing sight of its true mission.”

—Alex Gorsky, chairman and CEO of Johnson & Johnson

“Merlino gives a behind-the-scenes account of how Cleveland Clinic, traditionally known for medical excellence, transformed itself to put equal focus on the patient experience. . . . For all healthcare leaders leading a similar transformation, this book will be an indispensable guide to the journey ahead.”

—Dan Heath, coauthor of the New York Times bestsellers Made to Stick, Switch, and Decisive


Service Fanatics is upfront about just how hard it is to change a culture so that it becomes truly customer-centric—then tells you how you can do it anyway. . . . A great read that’s also making me smarter about patient experience.”

—Harley Manning, Forrester.com

Available at Amazon



Now – Experience Dr. James Merlino’s First Interview


Language of Caring


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Language of Caring goes beyond theories to empower you and your healthcare team with inspiration, focus, and concrete skills that improve the patient experience and create a culture of caring.



 Listen to the interview with Wendy Leebov



Experts in communication, organizational change, and leadership, we help you achieve the ultimate positive patient experience.

The Language of Caring® team is powered by dynamic, experienced professionals with diverse backgrounds as patient care executives, nurses, physicians, organization development experts, caregivers, training professionals and coaches. We are steeped in healthcare and alert to the changes, challenges, pressures, and opportunities that are your everyday realities. Every one of our coaches is certified to provide our services skillfully and effectively.












Doctella: Building the Patient Doctor Partnership

At Doctella, we believe that better communication between patients and their health care team will make medical care safer, more effective, and easier to navigate for patients.

Doctella’s goal is to help create meaningful patient-doctor partnerships by using technology to enhance the interaction between patients and their doctors. Doctella develops a list of questions specifically tuned for different surgeries and procedures that patients can use to ask important questions from their doctor . By utilizing efficient time with their healthcare team, we believe that we can help patients get the most out of their procedure and decrease the risk of medical errors. Doctella also helps patients get organized at each step on their medical journey, and keep their loved ones in the loop about their care. As a more informed patient, users can help their doctors give them the best possible care, and be real partners on their road to recovery. Doctella is owned and operated by Patient Doctor Technologies, Inc.

Dr. Adil Haider

MD, MPH. Co-Founder

Assoc. Prof., Johns Hopkins

Dr. Haider

Dr. Peter Pronovost

MD, PhD. Co-Founder

Professor, Johns Hopkins

Dr. Pronovost

Amer Haider

CEO & Co-Founder

Entrepreneur, Investor

Amer Haider

VISIT DOCTELLA – http://www.doctella.com