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Achieving High Reliability with People, Processes, and Technology.

Candice L Saunders1, John A Brennan

  • 1Candice L. Saunders, FACHE, is president and CEO of WellStar Health System in Marietta, Georgia. John A. Brennan, MD, is executive vice president of quality and safety and chief clinical integration officer at WellStar. The authors declare no conflicts of interest.

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Achieving high reliability in healthcare involves meeting the Quadruple Aim. This requires senior leadership commitment to Lean management and process redesign for safe, effective patient care.

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Area of Science:

  • Healthcare Management
  • Patient Safety
  • Organizational Behavior

Background:

  • High reliability in healthcare aligns with the Quadruple Aim: improving population health, reducing costs, enhancing patient experience, and boosting provider wellness.
  • Senior leadership commitment is crucial for embedding high reliability principles throughout a healthcare organization.

Purpose of the Study:

  • To outline the strategic approach for achieving high reliability in healthcare.
  • To describe WellStar Health System's journey towards becoming a high-reliability organization (HRO).

Main Methods:

  • Adoption of Lean management practices.
  • Commitment to the Institute for Healthcare Improvement's definition of a high-reliability organization.
  • Focus on failure prevention, early detection, mitigation, and process redesign.

Main Results:

  • WellStar Health System set a goal to achieve top-decile safety and quality metrics.
  • The organization committed to a journey of high reliability and Lean management.

Conclusions:

  • A high-reliability organization (HRO) integrates people, processes, and technology.
  • Successful HROs deliver safe, effective, patient-centered, timely, efficient, and equitable care.