In my current role helping to lead a hospital’s department of medicine, I have been embracing new, interesting, and relevant challenges. In this commentary, I share what it has been like to join an organization that is at a mature point in its journey to become a high-reliability organization (HRO), where the culture that permeates the organization places a profound emphasis on the fact that all associates are empowered to speak up and that all facets of the organization are a safe space. The focus is on what is best for the patient, and if a situation is happening that is not best for the patient, how the situation can be made better. The other major—and closely related—topic is that of the patient experience. After describing the HRO journey, I share some easy-to-implement, real-world techniques for improving the patient experience that can be of great value to members of...

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