TouchPoints: Moments that Matter in Healthcare explores the critical moments in the patient journey where leadership, operations, and experience intersect.
Hosted by Melissa Gilkes-Smith, patient experience consultant and Founder of Healthcare Management Consulting Group, the podcast features practical insights and conversations with healthcare leaders about improving patient experience, strengthening healthcare operations, and building cultures of care.
Each episode examines real healthcare touchpoints, from scheduling and patient access to communication, leadership, and service recovery, offering strategies that healthcare executives, practice administrators, and clinicians can apply immediately.
If you are passionate about improving healthcare delivery and creating better patient experiences, this podcast is for you.
Melissa Gilkes-Smith is the Founder of Healthcare Management Consulting Group, where she helps healthcare organizations improve operations, strengthen patient experience, and drive sustainable revenue growth. With deep expertise in quality improvement, patient access, and practice operations, Melissa works with healthcare leaders to transform operational workflows and elevate the moments that shape patient trust.