Growth Unbound: Featuring Kayla Gregg - Baker Marketing Laboratory: Marketing for the Healthcare Industry

Growth Unbound with

Kayla Gregg

Tennessee Orthopaedic Alliance

Episode Description

In this episode of Growth Unbound, our host, Gavin Baker, talks to Kayla Gregg, Clinic Director of Tennessee Orthopaedic Alliance (TOA), about the importance of both the patient experience and the staff experience. Kayla shares some insight into how her clinic has implemented new ideas to help improve the experiences of everyone who is touched by TOA. They explore how important it is to run a clinic with the mindset of not just thinking about people as patients or staff members, but as humans who are hurting and have perspectives worth listening to.

“You just have to do what you can to make somebody’s day good.”

Kayla Gregg

About Kayla Gregg

Kayla Gregg is the Clinic Director of Tennessee Orthopaedic Alliance in Knoxville, TN. Kayla has been with TOA for 14 years now, where she started at the front desk and has worked her way up to be an integral part of TOA’s culture. Through her time with TOA, she has become an expert in the area of patient experience, coming to care deeply for each individual patient and striving to understand their needs. Now, as Clinic Director, she is more focused on the internal experience of her staff. She understands that there is an important relationship between the experience of patients and the experience of staff, and all perspectives are necessary when trying to improve either.

About Growth Unbound

Hosted by Gavin Baker, President and Founder of Baker Marketing Laboratory

Welcome to the Growth Unbound podcast, powered by Baker Marketing. Join us as we interview accomplished professionals in the healthcare industry and beyond. Together we’ll learn about their experiences, challenges, and triumphs in driving growth through marketing in their organizations.

Whether you’re an executive looking to improve your marketing strategies or simply someone passionate about unlocking business potential, the Growth Unbound podcast has something for you. Immerse yourself in inspiring stories, gain valuable insights, and receive practical advice that can propel your organization to new heights. Tune in today!

Episode Summary

Introduction & Background (00:02–01:31): Kayla Gregg shares her journey from starting in healthcare during college to becoming Clinic Director at Tennessee Orthopedic Alliance.
Transition to Leadership (01:32–03:25): Kayla discusses the shift from community marketing to internal leadership, navigating the challenge of leading former peers.
Internal Culture Rebranding (04:10–05:02): Kayla explains the motivation behind the company’s internal culture rebrand, driven by turnover and the pandemic’s effects on staff.
Committees & Employee Engagement (07:30–09:50): Kayla highlights the role of employee-led committees focused on enhancing the patient and staff experience.
Patient Experience Initiatives (09:50–15:45): Kayla describes improvements like easing parking issues and upgrading after-hours services, ensuring patients feel cared for.
Empathy & Teamwork (16:18–17:13): Kayla emphasizes maintaining empathy for patients and fostering a supportive staff environment by recognizing those who go above and beyond.
Closing Reflections (42:12–45:53): Kayla shares her hope to inspire others, reflecting on the importance of finding motivation in healthcare leadership.