Dr. Killeen shares a story about a family whose newborn spent weeks in the NICU. Although friends generously brought flowers, meals, and food for the house, the family was rarely home to use them. What they really needed was something much simpler: takeout gift cards and the flexibility to grab a meal at the hospital. The story captures the heart of the core value “Have Each Other’s Backs.” Real support begins by asking what someone actually needs, rather than offering what is easiest or most convenient to give. Dr. Killeen also explores how strong teams balance compassion with accountability by both catching people when they fall and telling them the truth so they can improve.

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