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True transformation in healthcare begins when organizations decide to see every interaction from the other person’s point of view.

In this episode, Don Williams, entrepreneur, nine-time author, and consultant, highlights the human side of healthcare that often gets overshadowed by technology and innovation, emphasizing that most problems stem from emotion, communication, and patient experience. He explains how high-IQ healthcare professionals can unintentionally create friction when they underestimate patients’ fear and confusion, making empathy a strategic necessity. Williams argues that “romancing your patient” and prioritizing human-to-human communication strengthens trust while allowing clinicians to focus on what they do best. His Concept of Wow urges organizations to deliver experiences that exceed expectations and demonstrates how acting in a patient’s best interest improves satisfaction, speed, loyalty, and even profit.

Tune in and learn how elevating the human experience creates true competitive advantage in healthcare!

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