The Secret to a High Reliability Healthcare Organization

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At the Becker's Hospital Review Annual Meeting in Chicago May 9, M. Michael Shabot, MD, CMO, and Chuck Stokes, system COO of Houston-based Memorial Hermann Health System, described the health system's ongoing journey to high reliability.

"The secret to creating a high reliability organization is to create a quality and safety culture aligned with employees' personal mission statement," Mr. Stokes said. The organization's quality and safety initiatives should always tie back to the mission, vision and values of the organization. He shared the following key factors of a culture of quality and safety:


•    Servant leadership philosophy and leadership development
•    Employee and physician engagement
•    Patient-centered focus
•    Organizational transparency with open communication and an open-door policy
•    Results-oriented with "no excuses" accountability
•    Listening and learning

Dr. Shabot said Memorial Hermann trains employees in safety culture through the following three steps:

1. Set behavior expectations
2. Educate
3. Reinforce and build accountability.

More Articles on High Reliability in Healthcare:

7 High Reliability Principles for Healthcare Based on Nuclear Industry
5 Traits of High Reliability Organizations: How to Hardwire Each in Your Organization

Turning Healthcare in to a High Reliability Industry: Memorial Hermann Shares 5 Steps

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