If you’ve noticed the “Heroes Work Here” billboard overlooking the Downtown Connector, you’ve seen the handiwork of Lindsay Caulfield, chief marketing and experience officer for Grady Health System.
“Grady has always thrived in a crisis. It’s what we do. We rise to the occasion,” she says of the 8,000-member team. The large-scale display was a way to honor their contributions and sacrifices during the COVID-19 pandemic and beyond.
On staff since 2012, Caulfield is tasked with telling stories that set the hospital apart (she pioneered the memorable “I wouldn’t be here without Grady” campaign). Armed with a master’s in health communication, she joined Grady after working at a global marketing and public relations agency. Caulfield is also responsible for optimizing every Grady patient’s experience from start to finish.
“We have amazing physicians, nurses, clinical staff, and support staff. And every one of those people also needs to be amazing at delivering an exceptional patient experience because that’s a big part of delivering the best possible outcomes,” she says. “It means that at every point of entry into our health system, we have to be 100 percent patient-centered.”
Caulfield makes it her business to walk the halls, talking to patients and staff at every level, from C-suite executives and surgeons to facilities and security team members, looking for ways to make the hospital experience even better. For her, it’s not just a job, it’s a way of life. “Grady’s mission and Lindsay’s calling are the same—to champion Atlanta’s underserved,” says her colleague, Leigh Reece, who serves as executive director of marketing.
In her off time, Caulfield frequents farmers markets in and around the Inman Park home she shares with her long-time partner and enjoys creating home-cooked meals from the bounty. “Getting to be a part of something so big, so important, and so meaningful is what keeps me going back every day,” she says.