A clinic owner turned her new website toward me and asked if it had turned out well. It had. So I asked the only question I had brought with me: who is it built for?

Leadership work never got a time in the week. So it gets done in the hallway between two patients, in the ten minutes before the door opens, and on Sunday night at the kitchen table.

The patient says yes in the chair and no at home. The dentist, the coordinator and the patient remember three different conversations, and case acceptance is lost in the handover.