What Change Looks Like
“I know I need to change. But how?”
The voice of the chief medical officer over the telephone was tight and unhappy. After 15 successful years as a medical specialist and another 3 years in leadership at this 500-bed American hospital, she was not used to stumbling on the job. She had gone to all the best schools and, in her experience, solutions were almost always within easy reach.
Now we were asking her to look at her hospital units in another way. Specifically, we were asking her to look without talking, without offering solutions. It was so much harder than she thought.
Like many doctors of her era and training, she ...
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