In order to transform our business, we realized we needed to treat our health system like a patient. We looked beyond the obvious symptoms of broken infrastructure, outdated technology, and out-of-touch marketing and deeply examined our mentality, history, and habits. We interviewed thousands of staff from every role at our hospitals, medical schools, and maintenance teams and uncovered a previously undetectable condition that was plaguing our institution. And it was embedded in our very DNA: a culture of complacency. So we shifted our efforts to rewire our health system to eliminate complacency and embrace disruption.