If we keep refusing to pay attention when patients, providers, and practice staff tell us what they want, we shouldn’t be surprised when they divorce themselves, in one way or another, from the goals we all aspire to—or even from healthcare entirely.

This medical group sidestepped that problem at just the right moment by asking, listening, and then acting. Along the way, they learned a lot about the best kind of growth—growth that benefits the group of practices and the patients served. It’s a beautiful thing.

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