An in-depth interview with Dr. Michael Fratkin by David Shifrin of the High Stakes podcast at The Art of Change by Jarrard Phillips Cate & Hancock, 12/18/19.

“Successful listening begins with acknowledging common ground. Fratkin enters every conversation with a new ‘patient’ by telling them that, well, they’re not a patient. ‘We let them know we don’t take care of patients,’ he said. ‘We only take care of people. And we do it with an extraordinary team of other people.’ ”

You can listen to the entire interview, which includes some of Dr. Fratkin’s “insights on listening and stories that apply to any healthcare leader” here or at The Art of Change.