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Some moments in medicine stay with you—not because of a diagnosis, but because of a story. Nearly five years ago, we surprised one of our patients, Esther, with a small birthday party. Nothing extravagant—just cake, ice cream, and a room full of people who cared. Afterward, she looked up and said something I’ll never forget: “Nobody has ever thrown a party for me before.” I assumed she meant as an adult. She didn’t. She told me she had never had a birthday celebration. Not as

If healthcare ran like Chick-fil-A, a lot would look different. Not perfect. But different in ways that make you think. Here’s the contrast: 1. The Mission Is Clear vs. Conflicted Chick-fil-A: Serve the customer well. Every time. No confusion. Healthcare: Serve the patient unless it conflicts with billing rules, network contracts, prior auths, productivity metrics, or “the way we’ve always done it.” 👉 One system optimizes for experience. 👉 The other negotiates with it. 2. C