Difficult Conversations Podcast
Lessons I Learned as an ICU Physician
Episode 114 | October 20, 2020
The Patient Experience - Discovering the Best in Others
Founder and President of Contagious Change
Welcome to the Difficult Conversations with Dr. Anthony Orsini. Today, my special guest is Diane Rogers, Founder and President of Contagious Change, LLC. She has a diverse background and a big heart. Both of which power a simple and focused mission: to inspire individuals and organizations to harness the strengths and magnificence of people. She is best known for her breakthrough programs for healthcare organizations, where she has been a trusted coach sought after for her ability to inspire strength-based leadership behaviors among medical professionals who want to optimize performance experience and engagement. Her first book, “Leading hArtfully: The Art of Leading Through Your Heart to Discover the Best in Others” is schedule to be released in October. Dr. Orsini keeps his promise about two things, that you will feel inspired, and you will have learned valuable lessons to be a better and more compassionate communicator.
Diane tells us her story, her background, and how she started what she’s doing right now. Diane shares with us her technique on how she connects with a physician and anyone else in the coaching relationship. She mentions creating an intention and being confident. Dr. Orsini states that the difference between a basic manager and a real leader is bringing out the best in everybody. Diane talks about her book and an “AHA moment” after completing a corporate presentation that changed her life. She mentions that we really have to want to step into a space where we are choosing to discover, reflect, act differently, and be differently and that all takes work. Dr. Orsini explains Claude Silver’s concept about leadership and how that ties into patient experience. Diane tells a story from her book about a doctor she coached named Bob, who was great, except for one problem. Find out what that problem was. Dr. Orsini shares a story about how the impact of someone walking into a room can be so powerful and find out what Diane means by, “Access your superpower to make people uninvisible.” Dr. Orsini reveals something about himself that will make you say, “No way!” In closing, Diane talks about how she got involved with the Beryl Institute and the patient experience. If you enjoyed this podcast, please hit the subscribe button to find out more about what we do and how we teach communication. Go ahead and download this episode now!
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Diane Rogers (2s):
When we see that we are doing and being what we wanted to in the first place. And that is to make a
difference in other peoples lives than that will help to fuel and nourish our heart’s in what it is that we do each
and everyday. So if you want to work 24 plus hours a day making a difference and you can be well in doing
so then let’s create the environment that supports that for you
Welcome to Difficult Conversations Lessons I Learned as an ICU Physician With Dr. Anthony Orsini. Dr
Orsini is a practicing physician and the President and CEO of the Orsini Way. As a frequent keynote speaker
and author Dr Orsini has been training healthcare professionals and business leaders, how to navigate
through the most difficult dialogues. Each week, you will hear inspiring interviews with experts in their field
who tell their stories and provide practical advice on how to effectively communicate. Whether you are a
doctor faced with giving a patient bad news or a business leader who wants to get the most out of his or her
team members, or someone who just wants to learn to communicate better,This is the podcast for you.
0 (1m 18s):
Dr. Anthony Orsini (1m 18s):
Welcome to another episode of Difficult Conversations Lessons I learned as an ICU Physician. This is Dr.
Anthony Orsini and I will be your host today. Before we started the episodes today, I wanted to go ahead and
thank my audience because, you know, I started this podcast a few months ago and I was hoping that one
person would at least listen, but the audience has been amazing. My subscribers are going up every week
and it’s getting more and more popular. And I want to say, thank you now, I’d like to take credit for that, but
actually the credit goes to all my amazing guests and I’ve had some great guests and we have some more
guests that are lined up and today is no exception. So today we are lucky enough to have Diane Rogers.
Dr. Anthony Orsini (1m 59s):
Diane Rogers has a diverse background that a big heart, both of which power, a simple and focused
mission. And that is to inspire individuals and organization to harness the strengths and magnificence of
people. She is the Founder and President of Contagious Change LLC Diane is best known for her Breakthru
programs for health care organizations, where she has long been a trusted coach. Sought after for her ability
to inspire strength based leadership behaviors among medical professionals who want to optimize
performance, experience and engagement, I guess the best word to describe Diane’s approach to leading
and inspiring others is the word collaborative in everything she does.
Dr. Anthony Orsini (2m 39s):
She endeavors to leave her stakeholders feeling like their best selves. Diane is frequently called upon by
leadership teams across the various industries, including health care technology, finance, and professional
services to do the important work of developing and coaching leaders, improving quality and performance,
implementing organizational change and transforming workplace cultures. DIane holds a PCC level
certification from the international coaching Federation, as well as several certificates in positive psychology.
She is a dynamic energetic speaker, as you will see, who offers keynotes in presentations of all kinds, and
she is an author and her first book, Leading, hArtfully the art of leading through your heart to discover the
best in Others is scheduled to be out in publication on October 21st.
Dr. Anthony Orsini (3m 28s):
And depending on when this airs may already be out. And I’m sure Diane will tell you how to get that at the
end, but we are very, very happy to have Diane. Then I think that if this is gonna be an incredible episode,
I’m really looking forward to it. And thank you. Diane for agreeing to come on. I know you’re so busy.
Diane Rogers (3m 43s):
Well, Tony, I am absolutely thrilled to be here. I can’t even tell you. I remember when we first met at the Beryl
conference and it was like, you and I were magnets together. There was an energy and a passion that we
both shared around how to best create the most exceptional human experience. And also I hear your
passion come out in the Podcast. I’ve listened to, I think all of ’em at this point, right? And hearing Larry and
Nicole and Claude. And what I loved so much about the podcast is Tony you have such a way of just making
them real and inviting for people.
Diane Rogers (4m 27s):
I think that your mission is to inspire and have somebody take something away each time, an honest to God,
every time I listened to one of your podcast, I am inspired and taking away something new. So I’ve really
Dr. Anthony Orsini (4m 43s):
Fantastic. I make that promise every week, and I know I’m going to keep it this week, cause I know all about
you. And I know my audience is gonna get both promises fulfilled. So thank you so much.
Diane Rogers (4m 52s):
Your welcome. Thanks for letting me be here today.
Dr. Anthony Orsini (4m 55s):
And so, yeah, so we met at The Beryl Institute I think it was three or four years ago. We are going to talk
about The Beryl Institute later on and you and I had just met and the audience will find out by the end of this
podcast about your dynamic personality. You’re a very Contagious. I think that’s a great title for your
company. Contagious change because you have a Contagious personality. And I showed up at The Beryl
Institute first time ever, didn’t know what to expect. I loved it. I’ve been teaching patient experience for four or
five years. You and I met it. I think a physician break out. And as you say, it was just instant rapport.
Although I have a feeling you don’t really have much of a problem getting rapport with everybody. So, but it
was great. And we’ve kept in touch.
Dr. Anthony Orsini (5m 36s):
You become friends with Liz, our director of operations. So it’s really just great to have you here, I know
about you and I know your background and I know you you’ve had some great thoughts, but I think I would
like the audience that first get to know who Diane Rodgers is. And a little bit of your background. I have a
whole bunch of questions ready to go, but I really want you to tell your story that I can tell everybody about
yourself and how you got to this moment at this time.
Diane Rogers (6m 1s):
It is a really great question because it requires it oddly enough, each time I’m asked that to actually reflect on
that journey because it kind of shifts and changes, but I have a very diverse background. I started out years
ago in nuclear power as an engineer, and then moved into aerospace. And I worked for what is now Boeing
on the Apache helicopter. That’s cool. While it is called, let me tell ya. It is the coolest they’re playing in the
whole wide world. Right? And I was good at what I did and I had various leadership positions, but for a very
long time, I was searching for purpose.
Diane Rogers (6m 44s):
I wanted a gazillion kids and that just didn’t work out. And so there was like this hole in what I was doing and
how I could find meaningfulness in it in one day, John Rogers and I John Rogers and my husband were
playing golf. Then we came upon this house were a friend of ours, had just up and left his house to go
beyond the senior tour. And I turned to John Rogers that I asked them, I said, how does somebody just
leave their house and go play golf? And John Rogers looked at me, he’s a very smart man. And he looked at
me and he said, you know, I suppose that if that’s what your dream is, that’s what you would do.
Diane Rogers (7m 27s):
And that struck me. And I turned to Jon and I said, what would my dream be? And he said, your dream
would be to help people. And that quick moment was very inspiring for me because I had really never
thought about it. And honest to God, the next day I went back to work. I was working in semiconductors at
the time I went to work and I called a colleague who worked for our local hospital system here, which is now
called banner health. And I called up our colleague and he said, you need to talk to this woman. And I talked
to her, she worked in performance improvement at banner health and a long story short.
Diane Rogers (8m 12s):
I ended up working for banner health for many years, working with them to help improve and reduce their
liability claims. And Tony, it was there that I found purpose. It was that I could connect back to what was real
and healthcare professionals were real and they were doing amazing, magnificent things. And they did these
very scientific and incredible clinically profound things. But at the same time, they were just showing up and
taking care of people.
Diane Rogers (8m 52s):
And what I realized all across the many years is that if I could help others to see the magnificence they had,
simply in being who they are, what an amazing purpose I might have. And so that’s really kind of where it all
started is really around how is it that I can be my best self in an endeavor to help others discovered the best
Dr. Anthony Orsini (9m 19s):
That’s a great story. And so you’re made this change and now you spend most of your time coaching
Diane Rogers (9m 27s):
Yes. I work with physicians holding up the mirror if you will, to their magnificence, but in a way that brings
clarity and specificity to what it is that they’re doing and who it is that they’re being. And most importantly, the
impact that they make in doing that. And I also work with organizations to kind of create a culture where
we’re actually leveraging the best in others.
Dr. Anthony Orsini (9m 53s):
And that is going to dovetail into a question later. I’m gonna ask you about something in your book, on a
character, in your book, as a person called Bob, and then we’ll talk about Bob. But in the meantime, we’ll get
to the book. One of the things you and I had talked about, I wanted to ask you, so my audience, a lot of them
are physicians. A lot of them are in Healthcare. I also have a lot of business. People physician’s are tough
people, and I can get away with saying that because I’m one and Dike Drummond was on our Podcast
previously, he does physician burnout and he talks about how physicians are a perfectionists and physician’s
are told from a very early on, you need to work harder. And if you’re working 24 hours a day, then you should
be able to work 24 hours a day in one minute, and you should never complain.
Dr. Anthony Orsini (10m 40s):
And it makes them a little bit hard around the edges. But when I give lectures and I do a lot of lecturing, as
you know, to physicians and to health care professionals about how does it remind themselves of how they
are, why they went into medicine for the first place, and that leads into a good patient experience. And I’m in
a room and I read body language. You, as you know, I loved that kind of stuck when you see the physician
sitting in the room, not all of them, but some of them, and you see them in their arms are folded. And they
are like, I can’t believe I have to be here. Many of the classes that I’m forced to take from a hospital and from
the administration are given by nonmedical people that are not physicians. And I’ll be honest with you. Many
times, a lot of physicians come out of they’re going, Oh my God, what does she know.
Dr. Anthony Orsini (11m 25s):
She doesn’t know what it’s like that to see 30 patients in a day. She doesn’t know what it’s like, got
administration on my back. She doesn’t know what it’s like to be forced to work more and more for less and
less money. And to spend all of my off time doing paperwork. And on the electronic medical record. I have an
advantage because I can say, Hey, I’m one of you and I have a little bit of an in. And so I get some credibility
with them. You’ve been very successful as a lay person, being able to coach physicians and get through that.
And I think part of its your personality is so I kind of know the answer to this, but you have a certain
technique that allows the physicians to put the, the wall down and say, Hey, I know she’s not a physician, but
I’m gonna learn something from her.
Dr. Anthony Orsini (12m 11s):
So how do you approach that?
Diane Rogers (12m 13s):
So, I love how you captured kinda of the environment that we do step into right? The one thing that you keep
on saying Tony was, she doesn’t know what it’s like. Right. And that’s exactly true. And I don’t pretend to. So
how do I connect with a physician or really anyone else in the coaching relationship is first is to appreciate
that I am not the expert in their lives. The second thing is to believe, and as coaches, we are trained to do
this as well, but to believe that each individual holds within themselves their own ability to do and be their
Diane Rogers (13m 2s):
And so, you know, I thought about this a lot actually. And the word that kept coming up in my head was this
notion of collegiality, right? That part of how you can stand up in front of a bunch of physicians as a physician
is the relationship that you’ve established and collegiality is grounded in trust, right? So they know that you’re
not going to stand up there and really throw them under the bus if you will. But, and I know you, but to come
forward in an empathic way, understanding them, right in an endeavor to partner with them together, right?
And so foundational to how you relate to them is trust. And if I can appreciate it.
Diane Rogers (13m 42s):
So when I enter into a relationship with some physicians, with some people they do have their arms crossed,
there are like, why am I here? Right? So the most important thing for me is a couple of things. One is to
know I’m not the expert, two, I always create an intention. I created an intention before our conversation
today, what experience do I want to create? And I think that’s really important. What intention do I want to
make in an, an endeavor to have an experience that is meaningful, productive, and positive.
Diane Rogers (14m 23s):
So I try and to actually think about this. So if I go into a physician relationship and I want them to change
their behavior so that they have a better patient experience and that I’m going to be auditing them to ensure
that they do what I think is best for them to create the patient experience, that will never work. But if I enter
into the relationship and I ask you Tony, I know that you went into medicine for a reason. Tell me about that
and tell me what it is that you want to create with your patient interactions. And I value that. And I trust that
that is a way in your interview with Claude Claude talks about what she does as hold the space and see you
as a coach.
Diane Rogers (15m 9s):
What we are doing is we’re creating the space for you to discover again and again and again, what is grand
about you and where your strengths lie? And then I also have the trust that I’m this’ll sound really weird, but
that I’m also really good at what I do, because if I come in, not confident, just like when you see a patient
and you have to tell them something, you talked about this, I forget with Nicole bout how you have to go in
with confidence, right? Even if you’re going to share bad news, you have to bring confidence, right? So I
have to be confident and trust that I know how to bring out the best in each individual.
Diane Rogers (15m 55s):
Because if, if I go in going, Oh my God, they’re going to hate me. I don’t know what to do. I’ll just crumble. So
the whole idea of how I show up as my best self to leverage the best in others becomes really important in
our ability to create trust and build a relationship where that is therapeutic and pathic and where you see the
magnificence in who you are each and every moment.
Dr. Anthony Orsini (16m 24s):
And I think that’s beautifully said, Diane thank you. And I think as, whether you’re a physician are a business
leader and you’re being coached. I think that’s the key. You are able to get trust because you’re saying I’m
not coming from you at a different angle, and I’m not going to tell you what to do. And I think you talk about
that in your book, when you were a leader that you realize that telling people what to do is not the best way
to get the best out of them. As Claude Silver said, you want to bring the best out of each person. And I think
those are the words that you use. Also, what it’s really important that we put people in positions, but I do
some lecturers for business leaders, the different between a basic manager and a real leader is bringing out
the best in everybody.
Dr. Anthony Orsini (17m 7s):
Right? And so your bringing the best out of the physician and the example I’ll use at my workshop is I will
say, listen, if I take Peyton Manning or Tom Brady two phenomenal hall of fame quarterbacks, then I put
them at linebacker are going to be lousy football players. You’re not putting them in a position to succeed.
And so what you just said, there was beautiful because that was the answer. It that’s how you break down
the arms folding and Oh, she’s not telling me what to do. She is bringing out the best of me. And I think that’s
beautifully said, so thank you for that. Let’s get to your book. I’ve read it. It’s not out yet. Or you were nice
enough to give me an advanced copy. So I looked through it. I really enjoyed it.
Dr. Anthony Orsini (17m 47s):
I love it. One of the great things about doing podcasts is that I get the read so many books and years was
really incredible in your book. You give us story of yourself, how you were a leader. You are a perfectionist.
You are really, if you thought you were a great and you thought you knew everything. And then you had this
aha moment of which your boss, you are giving a presentation that said he’s going to give you some
constructive criticism. You saw all the bad things you saw in your boss, you saw it in yourself. And that was
really your AHA moment that changed your life. Right? Tell us about that.
Diane Rogers (18m 24s):
Well, first off, Tony, thank you for reading my book. Great, great. I mean that, so sincerely when I set it to you
and you wrote me back and you said, you know, I’ll make sure to read it. I was like running downstairs, going
to John Rogers, Dr. Orsini is goiead my book. I was so excited. Right. So I really do appreciate that. You
took the time to read it. My defining moment. Yeah. That mirror that was held up in front of me. Do you
describe it quite well? I had prepared and prepared for a presentation thinking that I had mastered it. And,
you know, I had spent my whole life growing up in the leadership world, really trying to be perfect and trying
to be the best.
Diane Rogers (19m 10s):
So then boy, when do you do that? At least for me, lots of things. Just get in the way of being able to create
meaningful relationships. Right. And I had a boss who was very much, although it took me years to realize
very much about driving perfection and everything I did. There was always something wrong. And I
remember the presentation that you’re talking about specifically, because at the end of that, not only did he
tell me, well, here’s the things that you missed. I got very defensive and he then went on to tell me how now,
it was time for us to have a teachable moment.
Diane Rogers (19m 57s):
And I felt so demoralized and so invisible and that I didn’t matter at all. And I realized that that moment, Tony,
that my way of being in my leadership approach, I was doing all of that to all of the people that work for me,
even though what I thought we were doing was hitting the mark on our organizational objectives, write that I
was driving this team of people to be there best. The reality is, is that I was driving them to be my best and
the organizational best. And I think that we grow up in leadership.
Diane Rogers (20m 39s):
You asked this question, I forget who I think it might’ve been to Claude as well, but you know, how is it that
we undo? Or how is it that we got, where are right now in terms of how we lead? And I think that, you know,
we continue to do what has been successful. So if we’re climbing the ladder because of our
micromanagement techniques, because of our command and control philosophies, right? And we continue to
get promoted in that way and acknowledge in the way we are going to continue those behaviors. So you
really have to, you know, I mean, my defining moment was a horrible for me to look at in the mirror, but I will
tell you that in seeing that and really coming and choosing to shift everything about the way I did it, Today,
I’m a better leader today.
Diane Rogers (21m 38s):
I can help others be a better leader. What we achieve in terms of potential is far beyond that when I ever
imagined is possible, because when I’m in charge of, we can only be as good as what I think. Right? And so
when, when we can leverage the best in others and we’ve heard this, this is not new science. This has been
the mantra forever. But until we want to step into a space where we are choosing to discover reflect act
differently, be differently. All of this takes work. I tell my clients all the time, the burden of change lies in
leader’s burden of change doesn’t lie in our employees’ at all.
Diane Rogers (22m 22s):
It lies in how we choose to show up in order for them to show up, to be their best.
Dr. Anthony Orsini (22m 29s):
You wrote in your book, you shifted from it’s all about me, too. It’s all about them. And that’s a concept that
Claude Silver so eloquently spoke about. And that’s what leadership is all about. Now this all ties in to the
patient experience because, and you’re work with being a physician because in many ways we have the
audience might be going, OK, we’re going off topic here. But in many ways, the physician is the leader. And
there is no way around that can be walks into a room. The pressure’s on my shoulders, I’m in a code
situation. Everybody is looking towards me. It’s part of a team. And when you look at the best physicians and
they get the best patient experience scores, I learned a long time ago, stop looking at the people who were
failing, and start looking at the people who are succeeding.
Dr. Anthony Orsini (23m 18s):
You learn so much more than say, why does that? Dr get 95% from all of this patient. And if you sit back and
watch, you will see that the true leader, the very effective physician is one that has relationships. That’s the
word that I use all the time. That can form a relationship. He or she walks into the room. Every nurse lights
up, every therapist, lights up, he walks into a patient’s room he introduces themselves. She introduces
themselves. I use an acronym called program in my book. The G is for genuine, they’re are a genuine
person. They spend a few minutes and they’re being leaders, but what they’re doing is when they enter the
room, everyone is better.
Dr. Anthony Orsini (23m 59s):
Yeah everyone is a better version of themselves, as opposed to just kind of being grumpy or just going
through the motions. So this all ties into a patient’s experience. And that’s what you and I really care about,
right? Because we are trying to make a horrible situation. And I don’t care if you’re in the hospital for an
appendectomy or you’re in a hospital for cancer. Of course I’m not equating them, but it’s a horrible situation.
As I say, my book, nobody says, you know, I would like to go to the hospital today. Wouldn’t that be fun?
Nobody wants to be there, so you talk about how you can bring the doctors or the leaders to be the best of
themselves. And one of the things you talk about in your book is being in an understanding that you are
good at what you do, because whether you’re in business or your nurse or your doctor, you are kind of
always just told what to do.
Dr. Anthony Orsini (24m 51s):
One of the people that you speak about that you’ve coached was a guy named Bob. You speak so highly
about him. Not going to take it away from you. I want you to tell the story about Bob was great, except for
one problem. What was Bob is a problem?
Diane Rogers (25m 4s):
Bob is great. Bob is a fine fine human being. And I have known Bob for her 25 years and Bob approached
the Patient Experience when I first met him very intellectually. He had read every book. He knew every
communication technique. He was very good at telling his team of docs, you know, use this technique.
Although we sit down and he, by the book, man, he could do it. But what Bob didn’t connect to initially was
the impact of how he showed up. I remember he and I had this huge argument. One night I was standing
outside of a restaurant.
Diane Rogers (25m 46s):
I literally had to get up from the table. We were talking on the phone. I said, Bob in fact, he is how I kind of
started coaching positions. I said, fine, I’m gonna come. We’re going to do this together. And I’m going to
help you to see how incredible you are. Don’t get me wrong. Bob knew. He was a good doc and Bob new
that he was good at communication, but taking this deeper level. And we went into see this one woman who
was her kid’s had sent her to the ER, he’s an ED doc. He had sent her to the ED for some chest pain, and,
Oh my God. The way in which he immediately connects, just as you described.
Diane Rogers (26m 27s):
And as I imagine you would as well, Tony, you walk into the room and you see the person and you
understand that they’re, there, and they’re scared. And Bob had this most incredible way of reassuring the
patient instantly. And he was very clear in explanations and could go through all of the things that he did so
wonderfully. I still can see it in my head. And I was kind of standing off into the corner. And I just watch the
relationship as you describe. And also Your G Tony, his genuineness coming out. And at the end of the
interaction, I asked the woman and I don’t do this today because I’m not a part of the interaction at all.
Diane Rogers (27m 15s):
But at the time I had asked the woman, I said, Bob, do you mind if I ask her a question? And I asked her a
question. I said, if you could describe the interaction that you had with Bob, how would you describe it? You
know. Was it good? Or was it just OK, or would you not even bring your dog here? All right. And she looks at
me and she said, well, I wouldn’t give him a good, and I think Bob was startled by that. And I had said, well,
please tell me more. And she said, I would give this man an excellent, because I could tell that he truly cared
Diane Rogers (27m 59s):
And I even still I’m can be right in that moment. You know, doc’s are kind of funny sometimes, right? So he
wasn’t going to say anything to me, you know, but as we both kind of walked out of the room, I could see in
his head, in his eyes and in his heart that he got it, he knew exactly what I was talking about is, you know,
my phrase, Tony is turn your observer on and notice the impact that you make. Because when you can see
the impact that you make, I call those change a world moments. When you can see your own capacity to
change a world that going to reconnect you to the, what is meaningful.
Diane Rogers (28m 41s):
And that is part of how we are being Well. In other words, that’s part of our strategy toward wellbeing. And its
also how we are going to reduce burnout is that when we see that we are doing and being what we wanted
to in the first place, and that is to make a difference in other people’s lives than that will help to fuel and
nourish our heart’s in what it does that we do each and everyday. So if you want to work 24 plus hours a day,
making a difference and you can be well in doing so then let’s create the environment that supports that for
Dr. Anthony Orsini (29m 21s):
And the audience can’t seek because this is audio only, but, but Diane can see that I have been nodding my
head up and down. Yes. And it all ties together. So I’m gonna say to the audience out there, if you’re a nurse
or a doctor, or even if you’re in business tomorrow, that when Covid is over and go back into the office, go in
to the hospital, sit there and watch people. There are some people and I know, you know, already who they
are, there are some people that walk in and the room becomes a better place. Immediately. The nurses light
up the therapist light up. You, as you said, Bob made the patient feel excellent. It improved the patient
Dr. Anthony Orsini (30m 2s):
We know beyond a doubt that when the patient experiences better, it improves clinical outcomes,
malpractice, losses, everything is better and burn out goes down, it’s all about enjoying what you’re do and
not getting caught up in the weeds. That’s exactly right. And so next time you go to work, sit there and watch
someone whose good at that. Coaching is great. And if you need coaching, Diane is the person to call, call
her right now. But to get to the point where even know that you’re need coaching, ask yourself, wow. I mean
there were people and I grew up, I did a rotation with a doctor in my goodness when he walked into that
hospital, every single person was happy to see him.
Dr. Anthony Orsini (30m 42s):
And you know why? Because he was happy to be there. He enjoyed what he did. It showed. He was a family
doctor that actually I’ve mentioned this one of the other podcasts. He practiced 50 years. He delivered me,
and then I did a rotation with him. But I was in his office. It was the Italian section of Newark New Jersey
where I grew up and I was doing my family practice rotation. I would say at least no exaggeration Diane,
eight out of 10 patients who came in, brought him food. They loved him so much that they felt weird, not
bringing him a gift. And so I was lucky enough to have that role model.
Dr. Anthony Orsini (31m 26s):
And I think understanding your importance and as you bring out the best in people, when you bring out the
best in people, it brings up the best in everybody else. And yeah, Helen Reiss was on our podcast also that
she wrote the book of the Empathy Effect. Yeah. And one of her things taking care of yourself first, be happy
first and it’s contagious what a great title of your company. Contagious change. Because that’s what you’re
all about. Your very contagious.
Diane Rogers (31m 52s):
Okay. Well thanks. And you know, Tony, just add to that. Right when you walk in and you see those people
creating that environment, right. Then just the, I invite you just to say to yourself, I want some of that. And
then to take the next step to, create an intention or ask yourself, I wonder what it would look like. If I walked
in to that room where everyone was thrilled to see me, what would I have to do? What strengths within me,
what intrinsically about me would I want to bring forward? And what is it that I wanted to look for to notice to
where, I can say, OM G and a half their thrilled to see me because then each and every day you will be
motivated, inspired to do it again and again and again.
Diane Rogers (32m 46s):
Right? So everyone has the capacity to be that way. And the other thing that you were saying, like the doc
that you were talking about, right? Imagine that I’m just ever so curious, what would be like for him to know
that Today, you’re still talking about the impact that he made years ago. Right? And so the invitation is also
there to say, as you’re entering into the room, consider that 10 years from now 15 years from now, people
will still be talking about how you made them feel. In my book, I use Access your superpower to make
people feel un-invisible And so what is it that you want to do to make people un-invisible and then notice how
you are happier.
Diane Rogers (33m 40s):
You are more joyful and you appreciate your own capacity to make a difference.
Dr. Anthony Orsini (33m 46s):
Now there’s people listening right now and Because this is, I hear this all the time. Well, in fact, when I first
gave one of my first workshops, it was in my own hospital and my own boss said to me, are you sure you
want to give this workshop because not everyone can be you. And there’s a common misconception that
some people either have an outgoing personality or they have an ingoing personality. I’m gonna share with
my audience. And I’m going to share with you that you’re probably going to say no way, but the truth is I am
very shy by nature. I worked at it. I know it doesn’t look that way, but I was very shy by nature my whole life.
But I learned that I watched and you make everyone better.
Dr. Anthony Orsini (34m 27s):
And so you don’t have to be a natural extrovert and you don’t have to be the life of the party, but you can
learn communication techniques like smiling with your eyes, looking in people’s eyes, being genuine, sharing
something about yourself, all of those things, you can be that person. And if everybody was like that, what a
great work environment and how much that would improve the patient experience. You know, every doctor
that I train, you know, This statistically, you will have between 200 and 250,000 patient interactions in their
lifetime. So what an impact to train one doctor, how many patients you are helping.
Dr. Anthony Orsini (35m 7s):
And that’s an amazing thing before we close. And then, because I don’t wanna take much more of your time
at want people to hear more about the Beryl Institute and your work. There how you got involved with that.
Just what its all about because what you’re talking patient experience, The Beryl Institute is the go to place
and it’s all about patient experience. So I’ll just tell me a little bit how you got involved with that and a little bit
about The Patient Experience
Diane Rogers (35m 32s):
Absolutely. So The Beryl Institute is and I’m just gonna read the who we are, right? It is a global community
of practice committed to elevating the human experience in health care. And I loved this notion of human
experience. It has 20,000 members in 36 countries. So that notion of global in every state and the
membership varies in roles across health care, right? So it’s not just physicians or nurses in the patient
experience experts, but anyone interested in elevating the human experience. Right? So what I love about
The Beryl Institute is the community Tony, you and I are connecting because of that community.
Diane Rogers (36m 20s):
It’s not an organization of experts that are telling 30,000 people what they need to be doing. Everything
developed within the Beryl comes from the community itself. So it is extremely inclusive for me. I can’
actually remember the year that I first connected with them. It was either 2011, 2012 kind of timeframe. I
walked into that room, walked into the key note speaker room. And I don’t use this word very often, but I
have found my tribe, these where people who are passionately connected to the purpose of making a
difference in the lives of others in the field of health care.
Diane Rogers (37m 3s):
I work with them as a faculty member, we have 15 domains of knowledge around the things that are
important in being a patient experience professional. And while I’m the facilitator of their virtual classes as a
faculty member, I’m telling you, I learned from these experts in the community of patient experience all the
time, they are welcoming and they are open. And I would be remiss in not mentioning Jason Wolf, who is the
president of The Beryl Institute, who is one of the most incredible visionaries.
Diane Rogers (37m 47s):
He is very focused on data and information and brings that forward. He shares everything that The Beryl
Institute uncovers and just guides us in what I think he would call a movement toward creating Experience
excellence by enabling others to create a human experience that is exceptional.
Dr. Anthony Orsini (38m 15s):
I’ve met him one time. He’s an amazing guy. If your listening, Jason, I have emailed you a few times and try
to get you out of the podcasts. Diane time you see ’em tell ’em what a great experience it was. But yeah,
The, Beryl Institute is wonderful because it’s inspiring because you have so many people who are dedicated
to making the patient experience better. I think this Podcast was an amazing episode because I kept
promise Diane. I think people out there are inspired to be the best themselves. If I can be the best me that I
can help other people, whether I’m the doctor, a nurse in business, we have given some really good tips
about how to lighten up a room. So I think everybody learns some really great communication techniques.
Dr. Anthony Orsini (38m 56s):
Your book might be out by the time this episode airs. I’m not sure of the date, but it is certainly gonna be
available on Amazon. Is that correct? Yes. So please everybody, if you need Diane, what’s the best way to
contact you Diane
Diane Rogers (39m 9s):
You can just get me a firstname.lastname@example.org
Dr. Anthony Orsini (39m 13s):
And the book is called Leading hArtfully the art of leading through your heart to discover the best in others.
And that should be out any day now. So Diane thank you so much. You’ve been an excellent host and
another podcast that I’m gonna get credit for, but I had nothing to do with me. It’s just all about you . So
thank you so much.
Diane Rogers (39m 33s):
Oh, Tony. It was my absolute pleasure as it, you know, it is disappointing that people can’t see the video
because I’m smiling so much, Tony, you’re a gracious host. You have the ability to make people laugh.
There’s a fluidness in all of this. My intention, I will tell you was to create a conversation with you that people
would listen to and go, Oh my God, they must be the best buds. There are just dancing in the moment. And I
think Tony, that we did that wonderfully together. So thank you for the invitation. Right?
Dr. Anthony Orsini (40m 9s):
And thank you for the kind words. If you liked this podcast, please go ahead and hit subscribe. If you haven’t
already, please go ahead and download this podcast and all the other previous episodes, you can find it on
Apple and Spotify and Google podcast. If you want to find out more information about the Orsini way, you
can go to www.theorsiniway.com. Then you can contact me through that website. Thanks again, Dianne.
This has been amazing and I can’t wait for your book to come out and to find out how many people bought it.
I’m sure it’s going to be a big best seller. So thanks so much. Thank you.
Announcer (40m 46s):
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