What does it take to rebuild trust, improve retention, and create a hospital culture where people want to stay?

In this episode of The Hospital Playbook, host Dane Nardi is joined by Matt Timmons, Chief Operating Officer of Manning Family Children’s in New Orleans. Matt shares how he and his team approached a Heart Center turnaround involving low employee engagement, physician turnover, and significant reliance on temporary staffing.

Starting with a three-month listening tour, Matt explains how candid employee feedback shaped a plan to strengthen leadership, rebuild trust, and create a more stable team.

In this conversation, you’ll learn how to:

• Turn employee feedback into meaningful action—and communicate progress along the way.
• Address leadership behaviors that undermine culture and recognize when a change is needed.
• Improve retention through education, stronger relationships, and consistent follow-through.
• Select meaningful performance metrics and establish regular accountability.
• Build processes that sustain improvement beyond any one leader.

Matt also shares an unconventional approach to hospital outreach inspired by political campaigns and the story behind Walker’s Imaginarium, an interactive space designed to bring joy, play, and therapeutic experiences to hospitalized children.

His guiding principle throughout: Listen first, act second.

Subscribe to The Hospital Playbook: Leadership Lessons from Healthcare Executives for practical perspectives on strengthening teams, improving operations, and leading change.

Why do so many well intentioned hospital improvement initiatives fail to deliver lasting results?

Identifying the right solution is only half the battle. The real challenge is getting employees to adopt the change, overcoming resistance, and ensuring improvements become part of everyday operations.

In this special solo episode of The Hospital Playbook, host Dane Nardi, founder of Glacier Point Advisory, shares a practical approach to change management in hospitals, drawing on his experience in operational improvement and organizational transformation.

Using a common hospital challenge, delayed patient discharges, Dane walks through the process of identifying root causes, developing effective solutions, engaging frontline employees, and successfully implementing change.

In this episode, you'll learn how to:

• Identify root causes rather than simply addressing symptoms.

• Engage frontline employees and key stakeholders in developing practical solutions.

• Build employee buy-in and address resistance to change.

• Evaluate potential solutions and define clear expectations for new processes.

• Pilot improvements, gather feedback, and refine solutions before broader implementation.

• Reinforce new processes to ensure improvements are sustained over time.

Whether you're a hospital executive, department director, or frontline manager, this episode offers actionable strategies for turning good ideas into lasting operational improvements.

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How can healthcare organizations build a reliable CNA workforce and retain the people they invest in training?

In this episode of The Hospital Playbook, host Dane Nardi speaks with David Pettijohn, whose 25-year career in post-acute care has taken him from certified nursing assistant to CEO.

David shares how a free CNA training program helped his organization develop local talent and reduce reliance on agency staffing. He explains how mentorship, upfront tuition support, and clear career pathways can encourage employees to stay and grow, from housekeeping and dietary roles to CNA positions, and eventually into nursing.

In this conversation, we explore:

• Starting your own CNA training program versus partnering with local schools.
• Planning for instructors, training space, regulatory requirements, and staff support.
• Evaluating program costs, agency savings, retention, and care quality.
• Connecting training with mentorship and opportunities for advancement.
• Strengthening hospital and post-acute partnerships to address discharge barriers.
• Where leaders can begin in the first 90 days, including assessing local needs and piloting a small cohort.

For hospital and post-acute leaders, this episode offers practical considerations for building a workforce pipeline that supports both organizational needs and career opportunities within the community.

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When cutting costs can only take a hospital so far, where should leaders look for financial stability?

In this episode of The Hospital Playbook, host Dane Nardi sits down with Kerry Trapnell, a healthcare executive with more than 25 years of experience, including roles as a hospital CEO and CFO, to explore how rural and community hospitals can strengthen financial performance while sustaining the care their communities depend on.

Kerry shares practical lessons on finding growth opportunities within existing services, understanding what drives cash flow, and using data to make better decisions about where to invest. Through real examples, he explains why a busier hospital doesn’t always mean a stronger bottom line, and why leaders need to look beneath the numbers on a financial statement.

In this episode, you’ll learn:

• How to evaluate existing service lines for growth opportunities.

• How payer mix and changes in insurance coverage affect reimbursement and cash flow.

• Where registration errors, denied claims, and underpayments create problems in the revenue cycle.

• What to consider when bringing in outside revenue cycle expertise.

• How shared executives and collaboration between hospitals can expand access to expertise and develop future leaders.

Kerry also offers a practical starting point for the next 90 days: examine your highest-volume service lines and connect the dots between patient volume, staffing costs, and cash collections.

If you enjoy these conversations, please subscribe to The Hospital Playbook. Your support helps the podcast grow and reach more healthcare leaders.

What does it take to build a hospital that earns the trust of its patients, employees, and community?

In this episode of The Hospital Playbook, host Dane Nardi sits down with Chris Schuster, President and CEO of Emerson Health and the longest-serving hospital CEO in Massachusetts. With more than 25 years of experience as a hospital CEO and almost two decades leading Emerson, Chris shares practical lessons on building strong teams, sustaining a healthy culture, and strengthening an independent community hospital.

Under her leadership, Emerson has earned a five-star quality rating from CMS, an “A” Hospital Safety Grade from The Leapfrog Group, and recognition from Forbes as one of America’s Best Employers by State for three consecutive years.

In this conversation, we explore:

• Building trust through action: Staying visible, encouraging employees to speak up, and following through on their concerns.

• Strengthening executive teams: Welcoming different perspectives and healthy disagreement while maintaining alignment.

• Developing future leaders: Creating opportunities for learning, mentorship, and career growth.

• Making partnerships work: Expanding access to specialty care, improving operations, and strengthening financial performance.

• Approaching AI responsibly: Pursuing efficiency while preserving access and human connection.

• Balancing humility and self-advocacy: Making your contributions visible while sharing credit with your team.

Throughout the episode, Chris connects these leadership decisions to the purpose behind them: supporting the people who deliver care and improving the experience of those who receive it.

Enjoy the conversation? Follow The Hospital Playbook to help the podcast grow and bring these lessons to more healthcare leaders.

How can hospitals reduce discharge delays, improve care coordination, and prepare their teams to use AI responsibly?

In this episode of The Hospital Playbook, Dane Nardi sits down with Dr. Krishnaj Gourab, a physician executive at the University of Maryland Medical System and University of Maryland Rehabilitation & Orthopedic Institute, to explore the people, processes, and leadership behind successful hospital innovation.

Dr. Gourab shares how his health system redesigned post-acute discharge coordination, centralized insurance authorizations, and improved visibility across the patient journey—helping case managers spend more time coordinating care. We then explore what responsible AI adoption looks like, from building workforce literacy to evaluating tools and monitoring their performance.

In this episode, we discuss:

• Reducing discharge delays: Moving from sequential handoffs to coordinated, parallel workflows.
• Improving patient flow: Giving care teams shared visibility into discharge readiness and barriers.
• Making change stick: Building clinician buy-in, demonstrating results, and scaling improvements.
• Building AI readiness: Helping staff understand AI’s capabilities, limitations, and risks.
• Establishing AI governance: Validating tools, protecting data, and maintaining oversight as conditions change.

The skills that make someone an outstanding individual contributor are not always the skills needed to lead others effectively.

In this episode, Dane Nardi speaks with healthcare executive and nurse leader Laura Randgaard about moving from problem solver to coach, and developing teams that can think, make decisions, and overcome challenges without relying on their leader for every answer.

Together, they discuss:

• Navigating the transition from individual contributor to leader
• Resisting the urge to immediately solve every problem
• Using thoughtful questions to build confidence, judgment, and accountability
• Why vulnerability and self-awareness are essential to effective coaching
• Finding trusted coaches, mentors, and peer thought partners
• Breaking down organizational silos through cross-functional collaboration

Although Laura’s experience is rooted in nursing, her insights apply to leaders across healthcare who want to develop their people, strengthen their teams, and create lasting organizational improvement.

Why do hospital change efforts fail even when leaders have the data, good intentions, and a clear solution?

Dr. Jerry Myers, former chief medical officer and physician executive, shares candid lessons from initiatives that succeeded and those that did not. He explains how focused pilots, frontline involvement, and visible leadership can turn resistance into sustainable improvement.

In this episode, you’ll learn:

• Why hospital-wide change efforts can fail

• How small pilots can build support before broader implementation

• How redesigned rounding improved communication and discharge planning

• Why patients and frontline employees often see what leaders overlook

• Why leaders must listen, respond honestly, and follow through

Dr. Myers leaves healthcare leaders with one essential question: “What do you need to do your job better?”