Douglas Flora, Executive Medical Director of Yung Family Cancer Center at St. Elizabeth Healthcare, President-Elect of the Association of Cancer Care Centers, and Editor in Chief of AI in Precision Oncology, shared a post on LinkedIn:
”What an great way to kick off the ACCC National Oncology Conference!
Susan Reilly Salgado delivered a fantastic keynote this morning. The core message? We’re not just building good patient experiences—we’re creating legends. The kind of stories our patients can’t stop sharing. The moments they rave about to everyone they know.
Those legendary moments start with culture. With building teams that know we genuinely care about them. With giving them the tools and processes they need to do their jobs well. When we connect with our teams in a real and authentic way, they can share their authentic passion and joy with our patients.
And our patients need that. They need a caring, smiling helper that day. Someone who makes them feel welcomed, SEEN, and cared for.
Happy employees = happy patients. When we take care of our teams first and live our values internally, that authenticity shows up in every patient interaction. They experience the real thing, not some scripted version of care.
Susan brought insights from Danny Meyer’s Union Square Hospitality Group — 30+ years of creating unforgettable experiences—and translated them into practical steps for oncology care.
She also reminded us to embrace the mindset of a surfer — embrace the waves. Healthcare problems are real. Financial pressures are unrelenting. But we can’t let that distract our teams from what matters most.
What we do helps people get better. What could be more important than this?
Fred Ashbury, Michael G. Power, and VieCure thanks for supporting this great opener for our national oncology conference!”
More posts featuring Douglas Flora on OncoDaily.
