Chapter 5

Care Should Be a Healing Experience for Body and Mind

I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.


In 2006, Harvard Business School invited me to discuss a case study on Cleveland Clinic. The first session was positive; at the second session, a student raised her hand. “Dr. Cosgrove, my father needed mitral valve surgery. We knew about Cleveland Clinic and the excellent results you have. But we decided not to go there because we heard that you had no empathy. We went to another hospital instead, even though it wasn’t as highly ranked as yours.”

The student then paused and looked me right in the eyes. “Dr. Cosgrove, do you teach ...

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