#28 People First Playbook at Cleveland Clinic — Shaping Care From the Inside Out

Healthcare is undergoing profound transformation, and few leaders have had a closer view of that evolution than Kelly Hancock, Executive Vice President, Chief Caregiver Officer and Chief Administrative Officer at Cleveland Clinic. With more than 30 years of experience—from bedside nursing to executive leadership—Kelly reflects on the moments that shaped her purpose and the mission-driven culture she champions today. In this episode, Kelly unpacks the most critical issues impacting healthcare right now: workforce shortages, caregiver burnout, retention, resilience, and the shifting expectations of today's clinical workforce. She highlights innovative programs like peer support networks, holistic wellbeing initiatives, and apprenticeship pathways that are redefining how health systems attract, support, and grow talent. Looking ahead, Kelly explores the role of emerging technologies—including AI, predictive analytics, and clinical command centers—in enhancing operations while preserving human-centered care. Her insights offer a clear, grounded vision for what the future of caregiving should look like—and how leaders can build stronger, more connected teams in a rapidly changing healthcare landscape.