What does good leadership look like during the patient experience? Leadership is not a title, it is what you say, how you say it, when you say it, and who you say it to, all the way through the case. It starts with how you answer the phone and what you do once you pick up. It runs through how you lead a patient from that first call until after treatment is finished. It is the words you choose to explain a complex procedure so a frightened person understands it. It is looking them in the eye with the good news [...]