In this session, Swapna will share her experiences in both the inpatient and outpatient settings of how shared decision making was not respected. Her goal is to help attendees understand the depth of the problem - how a gap in not understanding a patient's personal preference can lead to larger healthcare problems. Importantly, Swapna will explain what matters most to chronically ill patients. What do healthcare providers do right? What do they do wrong? How can they do better when it comes to engaging patients and personalizing the healthcare experience?