A negative healthcare experience can leave lasting emotional harm. That’s why Dr. Shannon Connor Phillips, Chief Patient Safety and Experience Officer at Intermountain Healthcare, wants to make the system work better for both patients and professionals.

The healthcare industry is built around care, but to truly thrive, it needs to be rooted in trust and connection. Shannon says that this starts with caring for the people who serve. By honoring forgiveness and cultivating trust, they are better able to safely care for others, massively reducing harm events. As you listen, you’ll learn how being transparent and resourceful can give you the tools you need to leave a lasting impact on patients.