TRANSFORMING HEALTHCARE: WHAT MATTERS MOST? HOW THE CLEVELAND CLINIC IS CULTIVATING A PROBLEM-SOLVING MINDSET AND BUILDING A CULTURE OF IMPROVEMENT

Can you have a culture of excellence and not have a culture of improvement? Don't they go hand in hand? Not necessarily. Just ask anyone who works in healthcare, where superior clinical outcomes and exceptional patient experiences too often reflect individual efforts to work around the system, not within it.

"The problem with having a culture of excellence is that you have people who are trying very hard, but they don't always organize themselves into effective teams or create efficient processes," says Dr. Lisa Yerian, director of hepatobiliary pathology and medical director of continuous improvement at the Cleveland Clinic. "People who are committed to excellence can create a lot of workarounds. They will go the extra mile but don't always think about how to go three miles fewer to deliver the same or better quality care."

Imagine if you could create a culture of excellence and improvement in a large healthcare organization. That's the challenge that pushed the Cleveland Clinic to reinvent its continuous improvement program and push for a true cultural transformation.

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"People who are committed to excellence can create a lot of workarounds. They will go the extra mile but don't always think about how to go three miles fewer to deliver the same or better quality care."