How do you truly show care beyond their medical diagnosis?

In this episode of Hearts of Excellence, host Chelsey Gheyara sits down with Dr. Adrienne Boissy, Chief Medical Officer at Qualtrics, Neurologist, and former Chief Experience Officer at the Cleveland Clinic. Together, they explore how empathy, leadership, and innovation shape more meaningful care experiences.

Dr. Boissy shares powerful patient stories that changed how she sees healthcare, reminding us that behind every clinical decision is a human being navigating fear, uncertainty, and hope. From the emotional weight families carry to the growing role of technology in care, this conversation challenges us to rethink how systems can better support both patients and caregivers.

This episode highlights the importance of curiosity, connection, and designing care environments where people feel seen, heard, and valued.

In this episode, you’ll hear:

• How social isolation can affect people as deeply as physical pain
• How technology should support connection, not replace it
• How leadership starts with self-awareness and intentional human connection

Highlights:

(00:00) Introduction

(01:06) Early patient moment that reshaped empathy

(05:19) Why patients are overwhelmed by healthcare complexity

(09:30) Rethinking life in long-term care environments

(11:30) The role of empathic curiosity in care

(13:00) Social isolation and its impact on the brain

(15:30) Leadership, identity, and personal values

(18:22) Showing up authentically as a leader

(20:00) Communication and disagreeing with empathy

(22:04) Transitioning from clinical care to leadership and tech

(25:00) Defining purpose through the “Joy Pie”

(28:00) Balancing technology with human connection

(31:00) Recognizing and supporting caregivers

(33:00) Creating meaningful patient experiences