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1. If you were designing a communication course all care providers would take, what five communication skills would you emphasize most and why?

2. Considering the transformation at Virginia Mason Cancer Center, what would you do to improve the environment and reduce wait times at your doctor's or dentist's office? Be creative.

3. How do you respond to some care providers' argument that they must limit patient's input so they can keep exams within a particular time limit? How might organizational leaders help with this? How might patients help?

4. Name some strategies for avoiding burnout as a care provider. Which of these do you, or might you, incorporate into your own life whether you are a care provider or not?

5. In the case of Willie King, whom do you believe should be held responsible for amputating the wrong leg? Why? Whom, if anyone, should be sued? Who should pay the extra medical bills?

6. What do you say to health professionals who are devastated by a mistake and want to apologize, yet are afraid that doing so will invalidate their malpractice coverage and possibly destroy their careers?

7. Imagine that your grandfather is the hypothetical patient described in the chapter as Mr. S. What types of professionals would you choose to be on his care team? What factors would you like them to focus on mostly? Why?