Webinar

Words matter: How language can build trust and belonging

45 minutes

The words we use every day carry weight. They can show respect, offer kindness, and make people feel welcome.

At Texas Health Resources, a curated set of resources is helping team members understand how the language we use to describe communities can build connection, reduce bias, and eliminate stigma.

By learning how different communities interpret and receive words, individuals can grow their empathy, improve communication, and foster trust—critical steps in creating safe, inclusive environments.

Join us to explore how Texas Health Resources developed and deployed these tools to support staff.

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Featured speakers:

Deirdre Mylod, PhD,
SVP, Research and Analytics at Press Ganey

In a joint role as Executive Director, Institute for Innovation, and Senior Vice President, Research & Analytics, Deirdre is responsible for advancing the understanding of the entire patient experience, including patient satisfaction, clinical process, and outcomes. Through the Institute, Mylod partners with leading healthcare providers to study and implement transformative concepts for improving the patient experience. Deirdre is the architect of Press Ganey’s Suffering Framework, which reframes the view of the patient experience as a means to understand unmet patient needs and reduce patient suffering.

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Catherine Iacuone (Dunham), M.A., LPC, CPPS,
Manager, Behavioral Health Patient Safety and Risk, Texas Health Resources

Catherine has been with Texas Health Resources for nearly eight years. She holds a Master of Arts in Professional Counseling and a Bachelor of Arts in Psychology, and she is a Licensed Professional Counselor in the state of Texas as well as a Certified Professional in Patient Safety (CPPS). With 15 years of experience working in healthcare, Catherine Iacuone currently serves as the Manager of Patient Safety and Risk for Behavioral Health at Texas Health Resources. Her responsibilities include managing the complaints and grievances program within the Texas Health system and overseeing patient safety initiatives in Behavioral Health.

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Aisha Hicklen, MHA, RRT, CSSBB
Program Manager, Patient and Family Integration

With over 20 years in healthcare, Aisha established a solid foundation in health care as a licensed Respiratory Therapist with skills in trauma/surgery and emergency care. Presently, Aisha’s work spans across various fields to include training and wellness education, population health management, process improvement as a CSSBB, customer service and quality outcomes. Whether through community outreach, patient engagement or facilitating change through leadership engagement and quality outcomes, her desire to serve others with excellence and compassion has always been a driving force.

Aisha holds a Master of Health Care Administration degree, with Bachelor of Science degrees in both Psychology and Respiratory Care.