EP. 140: Bringing Human Connection Back to Healthcare

Human connection in healthcare does not take more time; it takes more intention.

In this episode, Dr. Mary Jo Assi, Associate Chief Nursing Officer and Partner, Strategic Consulting at Press Ganey, discusses the evolving challenges facing healthcare teams and the critical role compassionate, connected care plays in improving both patient and staff experiences. She shares insights from national healthcare data trends, including rising workplace violence, post-pandemic patient trust issues, and ongoing challenges in emergency departments. Mary Jo explains how intentional communication, empathy, and simple human connection can significantly improve patient experience without adding more time to clinicians’ workloads. She also reflects on why nurses need a stronger voice in operational and financial decision-making and how healthcare organizations can better support staff engagement and safety.

Tune in to hear how healthcare leaders can rebuild trust, strengthen caregiver engagement, and bring compassion back to the center of care.

About Dr. Mary Jo Assi:

As Associate Chief Nursing Officer and Partner, Strategic Consulting, Mary Jo leads strategies to strengthen caregiver resilience and engagement, reduce patient suffering and deliver compassionate, connected care. Before joining Press Ganey, Mary Jo was the Vice President of Nursing Practice and Innovation at the American Nurses Association. There she led the organization’s strategic initiatives to promote and support best practices for enhancing the practice and work environment of nurses including development and implementation of ANA’s Healthy Nurse, Healthy Nation initiative to improve the health of the nation’s 4 million nurses. During her more than 35 years of nursing experience, Mary Jo has worked as a clinical nurse, nurse educator, advanced practice nurse and nurse executive. She also held the position of Magnet Program Director in several settings. Mary Jo served as an ANCC Magnet® Commissioner for six years and is a fellow of the American Academy of Nursing.

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What You’ll Learn In This Episode:

Compassionate, connected care improves patient trust and clinical outcomes without requiring significantly more time from clinicians.

Post-pandemic healthcare environments continue to experience elevated tension, declining trust, and increased workplace violence against healthcare workers.

Patient experience is driven less by satisfaction and more by whether patients feel safe, informed, and emotionally supported during care.

Nurses must play a stronger role in operational and financial decision-making to effectively advocate for patient care and clinical practice.

Intentional communication behaviors such as eye contact, narrating care, and acknowledging patients can dramatically improve patient experience scores and staff morale.

Links & Resources:

Connect with and follow Dr. Mary Jo Assi on LinkedIn or reach out via email.

Follow Press Ganey on LinkedIn and visit their website!

Check out the 33 Scripts Guide to Address Disruptive Behaviour here!

Buy Renee Thompson’s book Enough! Eradicating Bullying & Incivility here!

Grab a copy of Renee Thompson’s book Do No Harm Applies to Nurses Too! here.

Learn more about the Eradicating Bullying & Incivility eLearning Program here!

Have a question for Renee?

Email us at wecare@healthyworkforceinstitute.com to have your leadership question featured in an upcoming Q&A episode!

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