In this episode of Experiencing Healthcare, Jamie Preston and Your Health CEO Matt Staub wrestle with a deceptively simple idea from Harvard Business School Professor Ryan Buell: service is the business of people helping people. Sparked by Matt's experience at an Athena Health executive leadership forum, this is a conversation about what it truly means to serve — in a world where technology promises to do it faster, cheaper, and at scale.

Key topics covered:

• Why you can never fully take people out of a service industry — and what happens to care quality when you try
• How ambient listening technology like Mobius is using AI to restore human connection in the exam room, not replace it
• The ICU nurses who used tough love to get a post-heart-surgery patient walking — and what that story reveals about what genuine service really looks like
• The "can vs. should" question every healthcare leader must ask before deploying new technology
• How to show up and serve others with excellence, even on your hardest personal days

Healthcare will always evolve — but Matt and Jamie make a compelling case that the human at the center of care is the one thing worth protecting above all else. This one's worth the listen.

America spends nearly double what the fourth-ranked country spends on healthcare per capita — and still ranks among the worst in outcomes. So what exactly are we paying for?

In this episode of the Experiencing Healthcare Podcast, Jamie Preston and Your Health CEO Matt Staub examine what happens when healthcare gets treated like gasoline: something people expect to be available, can't easily compare on quality, and ultimately choose based on price or convenience. When brand and price stop mattering, the only differentiator left is how patients are made to feel — and whether they trust the person across from them enough to actually change.

What you'll hear in this episode:

• Why Matt ranks service above outcomes and access — and the patient story that changed how he thinks about both
• The "Chick-fil-A problem": how your healthcare experience is now being compared to your best service experience anywhere, not just the clinic down the street
• What provider burnout really looks like when a clinician closes their notes at 11pm wondering if their patient listened
• How insurance billing creates distrust that bleeds directly into the patient-provider relationship — and what healthcare organizations can do about it
• Why the most caring thing a doctor can do sometimes feels like the worst customer service in the room

If you've ever felt like a number in a waiting room — or if you've ever been the one trying to help someone who wouldn't listen — this conversation will stay with you. Press play.

What if the most powerful clinical tool in healthcare wasn't a drug, a device, or a data platform — but a word?

In this episode of Experiencing Healthcare, Jamie and Matt have a conversation that starts with Disney World germs and ends with something that will change the way you lead your team tomorrow.

They unpack the idea of Intentional Positive Reinforcement — not the hollow "great job" you throw over your shoulder in the hallway, but the kind of deliberate, meaningful recognition that creates a ripple effect all the way to the patient's bedside. Matt shares what a dental hygienist taught him about doing things right, why a pair of clicking heels in a nursing home hallway was actually a leadership strategy, and what happens to a healthcare team that only ever hears what they're doing wrong.

This is a conversation for the bedside nurse and the C-suite executive. For the credentialing specialist who never sees a patient and the clinical coordinator who sees dozens. Because in healthcare, everyone plays a role in the patient experience — and the way we lead people determines the care those people deliver.

If you've ever wondered whether your words are adding to your team or subtracting from them, this episode is your answer.