In this episode, Renee DeSilva is joined by Randy Haffner, Ph.D. the President & CEO of AdventHealth Florida. Together, they explore what it means to be a values-driven leader in a healthcare setting, as well as how values and mission as a faith based organization connect to consumer experience goals and service standards. 

Highlights from the conversation:

• AdventHealth's consumer experience journey since 2019 (4:00)

• The distinction between consumers and patients (7:34)

• AdventHealth's service standards of love, safety, and simplicity (11:11)

• How Advent's care advocate program is improving care navigation (14:26)

• Why Randy believes leadership has to be a team sport (22:46)

• The concept that any organization is one generation away from losing its link to values (24:08)

• Why Randy would invite Nelson Mandela to his Table (33:15)