Kim found an assessment that was close to what they wanted, but it attempted to measure much more than the level of care. However, the team decided they could extrapolate what they needed. Charles shared the team’s plan with the executive committee and asked Blake to send an email to the entire organization with a link to the survey.

In Charles’s monthly meeting with Blake, the “issue,” as Blake called it, was the only item on the agenda.

“How’s it going with the survey?” Blake asked.

“The response rate has been low so far.”

“How low?”

“Ten percent.”

“Really?” Blake responded in an aggravated tone. “This is a problem! And it’s just another ...

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