The Studer Group - which works with healthcare organizations internationally to achieve and sustain improvement in clinical outcomes and financial results - has hosted "What's Right in Health Care" for the last 15 years. Bringing together healthcare leaders from across the U.S., the 2018 event was held in Nashville at the Gaylord Opryland Resort and Convention Center in late August. HCA Chief Patient Experience Officer Lyn Ketelsen, MBA, RN, was one of the featured experts. She presented, "When 'By the Book' Isn't Enough: Customizing Best Practices in a Large Complex Organization." Ketelsen noted that when it comes to the library of evidence-based best practices, not all practices can be adopted strictly "by the book." During her presentation she emphasized that organizations must evaluate their size, structure and current performance, and then customize best practices to meet their facilities where they are.