
xix
The Story—What
Really Happened …
Rhonda
I walked into Community General, my community hospital, full
of my normal enthusiasm and optimism. After twenty years of
working in a hospital system, I had taken a position at the new-
est hospital acquisition. We had acquired a stand-alone hospital
that was about ve miles from my home. I was to be the director
of Customer Experience Design and part of the transition team.
Since this hospital had struggled for many years, I just knew the personnel would
be thrilled to see me. I was here to save the day. I was coming from a very good and
well-respected system. I knew there would be a lot of gratitude ...