Crista Durand, President and CEO of Hospital for Special Care, shares how leaders can disrupt process—not purpose—by turning strategy into a living, breathing part of culture. From trust and transparency to listening first, this episode offers practical guidance for leading through healthcare’s toughest moments.

02:39 Unique Aspects of Hospital for Special Care
05:28 The Plan on a Page Methodology
08:21 Culture and Communication in Leadership
14:11 Adapting Strategies During Crisis
17:00 The President Advisory Council
21:30 Empowering Frontline Staff
24:09 Listening and Building Relationships
26:28 Vision for the Future of HFSC
28:00 Accessing Programs and Services
30:52 Final Thoughts and Leadership Advice

Crista's Resource Recommendations

• Humbitious: The Power of Low-Ego, High-Drive Leadership
• The 21 Irrefutable Laws of Leadership: Follow Them and People Will Follow You

In this episode of After the Chaos, Angela and Kandice break down their conversation with David Facchini, Director of Radiology at Yale. From starting as a transporter to building a fully manual follow-up program before technology existed, David brings hard-earned lessons on creating—and sustaining—high-reliability care. Angela and Kandice explore the real cost of “just building it internally,” the hidden resource burden behind manual worklists, and why leaders must think long-term when choosing technology partners. This debrief offers candid insights for any radiology or quality leader navigating Epic-first pressures, limited FTEs, and rising expectations for follow-up care.

This Success in Chaos episode, The Front-Lines of Chaos, explores what it truly takes to lead in today’s healthcare system. Yale New Haven Hospital’s David Facchini, MBA joins Angela and Kandice to discuss culture change, incidental findings, and building trust in high-pressure environments.

From his journey as a transporter to becoming a system executive, David shares how authenticity, connection, and persistence can transform patient safety and follow-up reliability. Through real cases and real leadership lessons, this episode shows why solving care gaps requires more than technology—it requires people willing to lead from the front lines.

Episode Chapter Guide

04:02 Understanding Incidental Findings in Healthcare

10:11 Building a Quality Improvement Program

15:42 The Role of Culture in Healthcare Initiatives

20:43 David's Journey from Technologist to Executive

24:43 Inspiration and Leadership in Healthcare

David's Resource Recommendations

Not Impossible Labs

ACR Learning Network