In this episode of Humanizing Healthcare, we speak with Stephanie Abbott — author, speaker, and former Chief Experience Officer — about what healthcare leaders miss when they've only ever seen the system from the inside.

Stephanie spent years leading patient experience strategy at major health systems, including Adventist Health. She understood patient experience intellectually. Then she became a cancer patient — and realized how much she didn't know. She shares what it felt like to spend 63 days not knowing if she would survive, and 83 days waiting to start treatment. She explains why those gaps weren't failures of compassion — they were failures of design. And why fixing them requires more than launching a new PX program.

This conversation gets into the difference between measuring satisfaction and understanding trust, why employe ...