In the Loop

News and views from across Mayo Clinic

June 8, 2021

‘In a Word’: Jennifer Bond on challenging status quo, speaking up, leading with heart

By In the Loop
Jennifer Bond

"In a Word" spotlights the kinds of people you think about when you think about Mayo Clinic. They've answered questions, serious and otherwise, so you can know them better.


You see them at bedsides. Behind desks. You may spot them walking down a hall or sprinting across a lobby, making every effort to look like they're walking. You see them talking quietly with a patient and family, or sitting down with you at a meeting. They may be friends, teammates or someone you know only by sight. But you're glad they're here. And it's reassuring to know that the health of our patients, our colleagues and the institution itself rests in their capable, friendly, earnest, caring and compassionate hands.

Join us in celebrating them, and let us know if you'd like to see one of your colleagues featured here. Yes, they'll probably be embarrassed and they may even protest, but let's celebrate them just the same.


Jennifer Bond says she applied for a job at Mayo Clinic on a whim since she was feeling frustrated at her previous workplace. Bond, who previously worked as a nurse and is now an operations manager in the Office of Patient Experience, says that whim became one of the best decisions of her life. That's because it has led to a career at Mayo Clinic for the past nine years.

"My favorite part of working here is that Mayo Clinic values help me make difficult decisions every day, and I feel fully supported and confident when I have to make a judgment call," she says.

One of my favorite things about Mayo Clinic: Our culture and the colleagues that I have the opportunity to interact with on a day-to-day basis.

The single most important thing I did at work yesterday (or expect to do tomorrow): Listen with curiosity and without judgment to elevate the patient and staff experience.

A book I would recommend or one I want to read: "Leading Hartfully: The Art of Leading Through Your Heart to Discover the Best in Others" by Diane Rogers. I have had the privilege of listening to her speak at a nursing conference. Her positivity and compassion for leading people shine through both in person and in her writing.

Mayo Clinic has taught me: When you don't understand something, just speak up. Our system is too complex to understand the ins and outs of all things Mayo Clinic.

Most treasured or best advice from a colleague at Mayo: Challenge the status quo. Be the change agent.

Most memorable Mayo moment: New employee orientation. I was so humbled and honored to be welcomed into the organization, sitting next to scientists, researchers, allied health staff and operational support.

If I could choose the "on hold" music for Mayo Clinic: Let's let patients choose their hold music. We all have different melodies that soothe our souls. I imagine the preference would be different for someone starting the long road of chemotherapy versus someone who just completed chemotherapy and rang the bell.

Favorite space on campus this month: The Kinne Auditorium, our vaccination headquarters. There is so much positive energy in the waiting area among the staff, patients and families. It is rewarding to hear their stories of gratitude as they seamlessly check in, get vaccinated and quickly move along with their day with a sense of relief that better times are yet to come.

People who inspire me: All of the nurses and leaders who have taught me the ins and outs of quality, patient-centered care. I recently read this quote from Sister Mary Brigh that very much resonated with me: "You will find you are made up of bits and pieces of all who ever touched your life, and you are more because of it, and you would be less if they had not touched you."

The most fun I've had at work this year: Helping to distribute the masses of community engagement pictures, cards and notes that were sent to honor our front-line heroes. From elementary students creating messages of kindness expertly written in crayons to the hand-painted watercolor cards with heartfelt phrases of encouragement, these small gestures mean a lot.

Team Dr. Charlie or Team Dr. Will? Or Team Mother Alfred or Team Dr. W.W. Why? Team Mother Alfred. Her vision set the stage for the exemplary nursing care provided at Mayo Clinic.

When patients recall their visit to Mayo Clinic, I hope they remember: How honored we are to be trusted with their health and well-being.


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Tags: Employee Stories, Jennifer Bond

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