On the heels of Antonia Hock’s keynote presentation at the AAPL 2023, Annual Leadership Conference, she joined SoundPractice host, Mike Sacopulos, to discuss lessons in leadership from the world of hospitality which can be applied to healthcare.  She discusses teamwork, the guest (or patient) experience, and what healthcare leaders can learn about motivation and collaboration.
Hock addresses the three most important leadership behaviors that physicians can learn from hospitality leaders. This is an inspirational and optimistic interview with a nationally recognized expert in customer service and team building.
See https://antoniahock.com/ for more information on Antonia Hock.
Learn more about the American Association for Physician Leadership at www.physicianleaders.org

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Lessons from the Hospitality Industry:  What Healthcare can Learn about Innovating in Leadership and Patient Experience with Antonia Hock

Antonia J.A. Hock

Self-Management

Self-Awareness

Operations and Policy

Communication Strategies

Motivations and Thinking Style

Motivate Others

In this episode of SoundPractice, host Mike Sacopulos sits down with John Sawyer, PhD, ABPP-CN, a neuropsychologist and medical director of professional staff experience at Ochsner Medical Center in New Orleans, Louisiana, who leads initiatives to address physician burnout and improve well-being across Ochsner's 40,000 employees.

With healthcare facing a workforce crisis — an aging population requiring more care, fewer physicians entering the field, and reduced discretionary time among practitioners — Sawyer shares Ochsner’s innovative approach to tackling burnout. Since 2017, Ochsner has focused on three pillars: building individual resilience, improving ease of practice by reducing administrative burdens, and fostering team and culture development.

Sawyer also introduces his framework of four archetypes of burned-out physicians:

- Over-Engaged: Taking on too much, with unclear priorities.
- People-Pleaser: Struggling with boundaries and delegation.
- Perfectionist: Over-documenting and micromanaging.
- Cynic: Problem-focused and rejecting solutions.

He emphasizes the importance of creating psychological safety, where physicians can openly discuss challenges without fear of career repercussions. Effective well-being programs should address the entire healthcare team, as physicians rely on engaged support staff to function effectively. Also, Sawyer encourages organizations to start well-being initiatives now, view them as investments in retention and recruitment, and commit financial resources to wellness efforts — even those not tied directly to RVU generation.

Whether you are a healthcare leader or practitioner, this episode provides actionable insights into combating burnout and making your organization "irresistible."

Connect with Dr. John Sawyer on LinkedIn. http://linkedin.com/in/john-sawyer-phd-abpp-cn-a1b842156

Learn more about the American Association for Physician Leadership at www.physicianleaders.org


Burned-Out Doctors: A Neuropsychologist's Guide to Physician Well-Being with Dr. John Sawyer

R. John Sawyer, II, PhD, ABPP-CN

People Management

Quality and Risk

Quality Improvement

Resilience

In this episode join healthcare executive and patient experience expert Susan Baker as she uncovers actionable strategies to increase patient loyalty and recommendations. From mastering respect-driven behaviors to leveraging social media testimonials, Susan shares insights that can transform your patient experience and drive revenue growth.

Discover how to:

- Define and demonstrate respect in every interaction.

- Empower patients by offering choices, not commands.

- Build trust by acknowledging preferences — even when compromises are needed.

- Nail the basics: introductions, empathy, wait-time acknowledgment, and clear communication.

Plus, learn how to strategically request feedback, optimize HCAHPS scores, and turn social media reviews into powerful marketing tools. Whether you're a physician leader or healthcare administrator, this episode is packed with practical tips to elevate your patient care approach.

Connect: Visit https://susanbaker.com/ to connect with Susan Baker

Learn more about the American Association for Physician Leadership at www.physicianleaders.org

Building Patient Loyalty Through Split-Second Kindness: A Conversation with Susan Baker

Susan Baker

Professional Capabilities

Influence

In this compelling episode, we sit down with Mohamad Saad, MD, MBA, CPE, an internal medicine physician, healthcare leader, and certified coach, to explore solutions for two of healthcare's most pressing challenges: workforce disengagement and physician burnout. With 70% of employees disengaged and burnout at crisis levels, Saad presents a data-driven approach to organizational alignment and coaching that can revolutionize healthcare leadership.

Why it matters: Burnout and disengagement don’t just affect morale — they impact outcomes. Engaged employees are 1.5x more productive, and inspired employees are 2.25x more productive. Saad’s alignment framework connects organizational vision and goals to frontline work, creating purpose-driven teams that thrive.

Key Insights:

- The alignment triangle: How cascading vision → mission → goals → SMART objectives → projects, drives measurable improvements.

- Three types of alignment: Vertical (vision to frontline), horizontal (cross-departmental), and diagonal (interdisciplinary connections).

- Coaching vs. directing: Why empathetic listening and powerful questions unlock potential better than traditional leadership.

- AI’s role in healthcare: How artificial intelligence will amplify emotionally intelligent physicians while challenging those still developing intrinsic skills.

Real-world results: As a residency program director, Saad aligned resident quality improvement projects with hospital operational goals, significantly reducing length-of-stay for heart failure, pneumonia, and COPD patients.

Bottom line: Healthcare leaders need tools like organizational alignment and coaching to combat burnout, inspire teams, and prepare for the future. Saad’s insights offer actionable strategies for creating engaged, purpose-driven organizations.

Connect with Mohamad Saad, MD, MBA, CPE, http://linkedin.com/in/mohamad-s-saad-md-mba-cpe-dipablm-icf-coach-b80533371

Learn more about the American Association for Physician Leadership.


From Burnout to Breakthrough: Dr. Mohamad Saad on Organizational Alignment and Physician Coaching

Mohamad Saad, MD, MBA, CPE

Strategy and Innovation

Differentiation

Healthcare is changing faster than ever, but it is not just about new technology. It is about patients becoming active, equal partners in their own care. In this episode, Mike Sacopulos sits down with Bertalan Mesko, PhD, director of The Medical Futurist Institute and author of The Guide to the Future of Medicine, Technology, and the Human Touch, to explore how patient empowerment is reshaping the future of medicine.

Mesko explains why the biggest shift in modern healthcare is not AI or digital tools — it is the idea of patients becoming “members of their own medical team” and working side-by-side with their doctors. He shares practical advice for policymakers, healthcare professionals, and patients on how to navigate this new era, from mastering AI tools to building stronger doctor-patient relationships.

Key topics include:

- Why patients are the most underutilized resource in healthcare

- The importance of starting with partnerships, not technology

- Predictions for remote care and the challenges ahead

- Surprising insights into skills doctors will need in the future (hint: it involves AI prompts!)

This episode is packed with thought-provoking ideas about the evolving doctor-patient relationship and what it means for the future of primary care. Tune in to hear Mesko’s vision for a healthcare system that puts patients at the center, and why he believes medical future studies should become a scientific discipline.

Learn more about the American Association for Physician Leadership at www.physicianleaders.org.


The Future of Medicine with Dr. Bertalan Mesko

Bertalan Mesko, PhD

Technology Integration

Problem Solving

Strategic Perspective

In this episode of SoundPractice, host Mike Sacopulos sits down with Peter Hotez, MD, PhD, professor of pediatrics and molecular virology, Baylor College of Medicine and the co-author of the new book (with Michael Mann) Science Under Siege: How to Fight the Five Most Powerful Forces that Threaten Our World.

Hotez pulls back the curtain on the alarming rise of anti-science movements that are costing lives and threatening public health. From vaccine misinformation that led to 200,000 preventable COVID deaths in America to a tragic measles outbreak fueled by unvaccinated populations, he reveals the five powerful forces driving the war on science:

- Plutocrats: Wealthy donors funding anti-science think tanks.

- Petro-states: Governments opposing climate and health science for profit.

- Pros: Credentialed experts pushing contrarian agendas.

- Propagandists: Media amplifying misinformation.

- Press: Outlets promoting false "both sides" narratives.

Hotez also traces the evolution of the anti-vaccine movement, from debunked autism claims to today’s wellness influencers profiting off pseudoscience. He challenges medical professionals to embrace the "art" of medicine and step up as defenders of scientific truth. His call to action is clear: silence and invisibility allow bad actors to win. Physicians remain heroes on the frontlines, but they must help turn the tide against misinformation.

This must-listen episode is for anyone passionate about science, medicine, and the fight for public health. Tune in to learn how we can push back against disinformation and secure a healthier future for all.

Learn more about the American Association for Physician Leadership at www.physicianleaders.org.


The Physician’s Voice: Combating Misinformation with Dr. Peter Hotez

Peter Hotez, MD, PhD

Integrity

Environmental Influences

Physician leadership is evolving from informal, "oldest doctor gets the job" to rigorous, accredited training programs that could reshape healthcare administration.

Mike Sacopulos interviews Daniel A. Handel, MD, MBA, MPH, CPE, chief medical officer at Atrium Health, to discuss the basics of the new Healthcare Administration, Leadership, and Management (HALM) fellowship. The exam, first held in November 2024, will now be offered annually because of increased physician demand; it was previously biennial.

Handel is the editor of the new textbook, Healthcare Administration, Leadership and Management: The Essentials, First Edition, with 44 expert contributors covering finance, compliance, HR, among other executive topics. He is also a contributor to a board review course that AAPL is developing for HALM.

Handel’s overarching advice for physician leaders: “Stay focused on your why — the purpose that drove you to leadership in the first place.”

Resources:

- Healthcare Administration, Leadership and Management: The Essentials, First Edition

- Connect with Dan Handel, MD

Learn more about the American Association for Physician Leadership at www.physicianleaders.org.


The HALM (Healthcare Administration, Leadership, and Management) Credential and New Textbook with Dr. Daniel Handel

Daniel A. Handel, MD, MBA, MPH

Action Orientation

Finance

Economics

Lessons from the Hospitality Industry: What Healthcare can Learn about Innovating in Leadership and Patient Experience with Antonia Hock

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