In leadership, it’s easy to get caught up in structure—titles, hierarchy, reporting lines.
There are moments when I have t pause and remind myself where I sit in the organization, and in doing so, I’m reminded of something more important. That is, leadership isn’t defined by position. It’s defined by connection.
Recently, I had a conversation with someone deeper in the organization following a challenging situation. Without going into specifics, it was clear that what often appears as a mistake is rarely just that. Behind every action is effort, thought, and care, especially in complex environments.

Seeing the work behind the work

In healthcare, and any complex organization, very little is ever as simple as it seems. What might look like a single action is usually the result of multiple layers of planning, preparation, and judgement. Yet that work often goes unrecognized.
Recognition is one of the strongest predictors of engagement and performance. Research from Harvard Business Review shows that employees who feel seen and appreciated consistently show higher motivation and ownership of their work.

The leadership gap: Outcome vs. effort

As a leader, it’s easy to focus solely on outcomes. But when people invest in intention and time, that effort deserves acknowledgement. Without it, engagement becomes transactional. With it, work becomes meaningful.
During that conversation, I made a conscious decision to acknowledge the effort and complexity involved. I expressed appreciation for the work and care that went into it. That simple act of recognition led to a follow-up note from the team member later that day—and it got me thinking about the tru ROI of a thank you.

The ROI of a thank you

In marketing, we often measure ROI in numbers, metrics, and outcomes. But recognition has its own, sometimes, overlooked, return:

• Stronger engagement
• Greater accountability
• Increased trust
• A more resilient and connected work culture

Research from Deloitte confirms that organizations with strong recognition cultures are more productive and profitable.

Why it matters in healthcare

As healthcare systems grow more complex, it’s easy to rely solely on process. But care at the N of 1, whether for patients or teams, depends on people feeling valued and understood. Empathy and acknowledgement are as important as any clinical intervention and they build stronger, more connected teams.

Leadership takeaway

Leadership isn’t only about big decisions. Sometime’s it’s about taking a moment to:

• Ask one more question
• Understand the full picture
• Recognize the effort behind the outcome

The ROI of recognition isn’t just fixing problems. It’s in building a culture where people feel seen, valued, and empowered to deliver their best work.

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