Paul Spiegelman: Do Patients Come Second in Healthcare? Who Comes First?


My guest for episode 200 is Paul Spiegelman, author of the book Patients Come Second: Leading Change by Changing the Way You Lead. Today, we're talking about his book and its provocative title – what do you mean patients don't come first? What about this trend for “patient-centered care” (and why wasn't it patient-centered to begin with?). 

In the podcast, Paul talks about:

  • The book's title and how it was meant to be provocative
  • Why focusing on engaged employees leads to better patient care and more success for the organization
  • How do we create engagement?
  • Why is it important to connect things to purpose and values?
  • Why is being vulnerable important and why is that the sign of a strong leader?
  • And more….

For a link to this episode, refer people to

For earlier episodes of my podcast, visit the main Podcast page, which includes information on how to subscribe via RSS or via Apple Podcasts.  You can also listen via Stitcher.

About Paul:

Paul Spiegelman is Chief Culture Officer of Stericycle, a NASDAQ listed global services organization with 13,000 employees and is the Founder of BerylHealth and The Beryl Institute. Paul also co-founded the Inc. Small Giants Community, an organization that brings together leaders who are focused on values-based business principles.

As the former CEO of BerylHealth, Paul led a unique, people-centric culture for a company that won nine “best place to work” awards, including the #2 Best Medium Sized Company to Work for in America. Paul was honored with the Ernst & Young 2010 Entrepreneur of the Year award.

Paul is a sought-after speaker and author on leadership, employee engagement, entrepreneurship, corporate culture, and customer relationships. He makes frequent radio and TV appearances and writes columns on culture for Inc. Magazine and the Dallas Business Journal.  He's written several books on employee engagement and is the New York Times best-selling author of Patients Come Second: Leading Change by Changing the Way you Lead.

Paul practiced law for two years prior to founding BerylHealth. He holds a bachelor's degree in history from UCLA and a law degree from Southwestern University.

Here is a video with Paul and Britt:

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Check out my latest book, The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation:

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Mark Graban
Mark Graban is an internationally-recognized consultant, author, and professional speaker, and podcaster with experience in healthcare, manufacturing, and startups. Mark's new book is The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation. He is also the author of Measures of Success: React Less, Lead Better, Improve More, the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, and the anthology Practicing Lean. Mark is also a Senior Advisor to the technology company KaiNexus.


  1. I’m fairly certain I’ve listened to every podcast you’ve ever done. In the early days, I listened by downloading them onto my GPS because I didn’t have iTunes or a smart phone.

    There was one… just one, that I distinctly remember… wasn’t very good! ;-)

    Keep up the great work and the great contribution to spreading the continuous improvement message!

  2. Mark,

    Well done indeed for getting to 200 episodes. I think I discovered the podcast about the 35th episode. Then I went back and listened to them all from the beginning and have heard everyone since.

    Keep up the good work spreading the message and I look forward to episode 2000.



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