Human Resources Videos

26 Years, One Hospital: Gratitude and Agility | Flourish Sound Bytes with Laurie Wheeler

In this episode of Flourish, host Sara Richardson sits down with Lori Wheeler, a 26‑year veteran of MultiCare’s health system. Wheeler shares how her deep connection to the organization’s mission and a hands‑on partnership with operations have shaped a career centered on purpose, curiosity, and genuine human connection. Key insights include the power of listening tours that surface frontline frustrations, leading to concrete changes in the ServiceNow ticketing platform. By bringing clinical leaders into IT discussions, MultiCare turned recurring survey complaints into transparent workflows, ultimately eliminating IT as a top concern in the latest engagement survey. Wheeler also emphasizes humility, data‑driven decision making, and the importance of mentors who model trust and relationship‑building. Memorable moments include Wheeler’s analogy of a “pebble in the shoe” to illustrate simple fixes, the concept of a “safety pause” to refocus on the why, and the playful “Give it to Lori, she’ll figure it out” mantra that underscores her reputation for delivering results. She recounts how a series of listening sessions with nurses and pharmacists directly informed ticket‑tracking enhancements that improved staff experience. The conversation highlights a replicable blueprint: sustained mission alignment, active listening, cross‑functional collaboration, and data‑backed actions can transform IT services, boost staff morale, and elevate patient experience across complex health systems.