Patient Experience Leader Reflects on Heart of Professionalism

By Karen Ladwig, Senior Patient Experience Advisor, Cleveland Clinic Martin Health

Since joining Cleveland Clinic Martin Health 12 years ago, I’ve served in a variety of leadership roles focused on patient experience. Over that time, I’ve come to see professionalism not as a checklist of musts and to-dos, but as a way of showing up for others.

For me, professionalism means authenticity, kindness and presence. It’s listening closely, encouraging others and remembering that human connection matters just as much as the tasks in front of us. When we get caught up in “get it done, get it done,” we risk overlooking the very people who need our care and attention.

Even the simplest actions can maintain our connection with the present moment, helping others feel safe and valued.

Below are some examples that have worked for me:

• Get back to basics. Make eye contact, smile, introduce yourself and your role. Approach your patient or colleague at their level (e.g., seated or standing). These small gestures of kindness set the tone for trust and ease.
• Speak positively about colleagues to your patients and among other caregivers. Assure them they’re in good hands, particularly in moments of stress.
• Assume good intentions, or practice what I call “empathetic curiosity.” This means pausing and asking questions instead of jumping to negative conclusions.
• Follow through. For example, respond to emails you need more time to review with a timely response: “Thank you for your message — I’ll review and follow up soon.” This shows colleagues that they’re heard.
• Provide context. When we explain our decisions, we prevent misunderstandings and build trust.
• Practice empathy. Pause to see situations through others’ eyes and consider how it may feel for them.

Professionalism is about knowing your "why"

I believe I’ve been given the gift of encouragement, and healthcare allows me to live out that purpose. Each of us has our own reason for serving – and when we connect with it, we bring our best selves to our work.

One way I help teams reflect on this is through a simple exercise. Ask: How do you want to be remembered? What words do you hope others use to describe you?

From there, we identify the behaviors that would make those words true and commit to practicing them consistently. It’s a reminder that professionalism isn’t an intention — it’s a daily practice, lived out in small, consistent choices.

When we show up with our whole, authentic selves, we not only serve our patients better, we also build stronger teams and a healthier culture.