Driving Routine Excellence in Healthcare: "The Pancake Syrup" Model

In this special Veterans Day edition of the “Habitual Excellence” podcast, host Ken Segel interviews Dr. Kecia Kelly, Senior Vice President and Chief Nursing Officer at Legacy Health, who shares her extensive career journey from a commissioned officer in the U.S. Army Nurse Corps to various leadership roles in healthcare. Dr. Kelly discusses the importance of respect, leading by example, and influencing through relationships, highlighting her success in improving inpatient throughput and leading a partnership with Labcorp. She emphasizes the value of stepping out of comfort zones and leveraging strengths, sharing personal stories about her father and husband to illustrate the long-term impacts of military service. Dr. Kelly calls for greater empathy and understanding towards veterans, urging healthcare providers to ask the right questions and provide comprehensive care, while expressing pride in her service and the importance of upholding the Constitution.

In this episode of the Habitual Excellence Podcast, Ken Segel interviews Dr. Richard Shannon, Senior Vice President and Chief Medical Officer of Duke University Health System, about the evolution of healthcare quality and safety over the past 25 years. Dr. Shannon discusses his journey, which shifted focus after encountering Paul O'Neill and the Pittsburgh Regional Healthcare Initiative, emphasizing that the current healthcare environment has fallen into a "tyranny of measurement" that often overlooks real improvements. He highlights how Duke has implemented a management system that emphasizes people development, standard operating procedures, and continuous improvement to reduce variability in care, leading to improved patient and staff outcomes. They explore the importance of servant leadership, lean management, and addressing social determinants of health. Dr. Shannon calls for a shift at the national level—from focusing solely on metrics to embracing comprehensive improvement methods, incentivized by organizations like CMS. He also expresses concerns about the upcoming generational shift in healthcare leadership and the importance of developing new leaders who can continue advancing these quality initiatives. Dr. Shannon ends by discussing his legacy, emphasizing that true transformation requires spending all political capital and leaving an organization better than when one arrived. He provides an example of addressing racial disparities at Duke, where maternal morbidity for African American women was significantly reduced through improvements in patient access and care coordination. This case illustrates how a robust quality system can lead to impactful and equitable healthcare outcomes, reinforcing that healthcare transformation is both achievable and necessary.

In this episode of the Habitual Excellence podcast, host Ken Segel interviews Dr. Paul DeChant, an expert on physician burnout, with a focus on how workplace dysfunction rather than personal resilience drives burnout among clinicians. Dr. DeChant explains that burnout arises when clinicians spend too much time on administrative tasks and not enough on meaningful patient care. He highlights cynicism as a key dimension of burnout, stemming from lack of control, recognition, and a breakdown of community and fairness. Leadership plays a crucial role in addressing these issues by empowering frontline workers and aligning them with organizational values and processes, such as using lean management systems to improve workflows. Dr. DeChant emphasizes the importance of leaders "going to the Gemba" to understand frontline challenges and build trust with clinicians. The episode also promotes the upcoming Enduring Excellence CEO Seminar, where leaders can learn more about these frameworks and their practical applications.

In this podcast episode, Katie Anderson and Gerald Harris discuss the concept of serious leadership in healthcare, emphasizing the importance of long-term thinking and a deep commitment to patient-centered care. Katie shares insights from her experiences, including lessons from Japanese leadership practices, highlighting how leaders can break the habit of simply telling their teams what to do and instead engage them in collaborative problem-solving. Gerald underscores the challenges healthcare leaders face, such as time constraints and regulatory pressures, and the need to manage these complexities to create conditions for success. The episode also promotes the upcoming 2024 Lean Solutions Summit, where both Katie and Gerald will be actively participating, offering healthcare leaders an opportunity to reflect, learn, and gain new perspectives to enhance their leadership practices.

Tune in to our latest podcast episode as we delve into the critical topic of leadership and organizational culture in healthcare, featuring insights from Cooper Linton, Associate Vice President – Duke HomeCare and Hospice, a prominent voice in the home care and hospice sector. In this engaging conversation, Cooper and Ken Segel discuss the impact of fear in the workplace and how it's often disguised as "pressure" or "stress." They explore strategies for leaders to create a supportive and fearless work environment, fostering collaboration and trust among team members. Discover how embracing compassion and understanding can transform organizational culture and drive excellence in patient care. This episode offers valuable perspectives on overcoming fear, setting higher standards, and building a stronger, more unified healthcare community. Don't miss this opportunity to gain insights that can help elevate your leadership approach and improve your team's performance. Join the conversation and be part of the movement to revolutionize care in the healthcare industry!

Congratulations to former Value Capture client, WellSpan Health, for being honored with the American Hospital Association Quest for Quality Prize! Our guest is Roxanna Gapstur, PhD, RN, the President and Chief Executive Officer of WellSpan Health, in Pennsylvania. She has been in that role since January 2019. Dr. Gapstur has extensive experience in strategic planning, business development and operational leadership in both ambulatory and hospital settings. She has served in multiple executive roles including chief operating officer, chief nursing officer and as a senior executive accountable for population health. Dr. Gapstur obtained her bachelor’s degree from the College of St. Catherine in St. Paul, Minn., and her master’s degree and doctorate from the University of Minnesota. In today's episode, host Mark Graban asks her about these questions and topics: You’re leading the creation and adoption of a comprehensive lean management system — what does that mean and what do you aim to achieve? As part of that management system, what is Real Time Problem Solving and what are your keystone goals? How will you follow through on the promise of having 20,000 problem solvers? How do you engage with your leaders and teams?  Tell us about the importance of you, as CEO, getting alignment, focusing on culture, and leading the transformation…

In this episode of "Habitual Excellence," Ken Segel, CEO of Value Capture, interviews Dr. Marc Gorelick, the CEO of Children's Minnesota. Dr. Gorelick shares his journey to becoming a leader in pediatric healthcare, highlighting his background as a pediatric emergency medicine physician and his motivation to impact more children's lives. Throughout his career, Dr. Gorelick has focused on improving clinical effectiveness and system-wide care, aiming to create better health outcomes for children.Under his leadership, Children's Minnesota has prioritized building core capabilities in diversity, equity, inclusion, and continuous improvement. These initiatives have been crucial in responding to the rapidly changing healthcare environment, especially during and after the COVID-19 pandemic. Dr. Gorelick shares insights into the organization's strategic planning process, focusing on creating a flexible and nimble system that can adapt to future challenges.The conversation highlights the importance of leadership in driving transformational change in healthcare and the ongoing efforts at Children's Minnesota to provide the best possible care for children.

In this special episode of the "Habitual Excellence" podcast, Ken Segel, CEO of Value Capture, discusses the leadership principles of the late Paul O'Neill Sr., former CEO of Alcoa and U.S. Treasury Secretary. Joined by Bill O'Rourke, Kevin McKnight, and Paul O'Neill Jr., they share personal stories highlighting O'Neill's unwavering respect for everyone, his emphasis on safety, integrity, and his down-to-earth nature. The episode commemorates the fourth anniversary of O'Neill's passing, underscoring the relevance of his leadership lessons in today's challenging times, particularly for healthcare leaders.

In this insightful episode, host Ken Segel engages Ronnie Daves, a seasoned leader in healthcare, to explore the innovative approach of the Pancake Syrup model in delivering high-quality care. Ronnie shares how this model focuses on routine tasks being performed exceptionally well, thereby freeing up valuable time for healthcare providers to focus on specialized patient care. By streamlining operations and fostering a culture of accountability and engagement among frontline staff, the Pancake Syrup model has demonstrated remarkable success in elevating healthcare standards and driving better patient outcomes. Join the conversation as Ronnie and Ken delve into the principles and impact of this transformative approach in healthcare delivery.

In this podcast episode, Ken Segel, the CEO of Value Capture, meets with Mayor Ed Gainey, City of Pittsburgh, to discuss the city's journey toward habitual excellence and Mayor Gainey's leadership learnings.  We will explore the principles of habitual excellence as exemplified by Mayor Ed Gainey of Pittsburgh. The episode delves into Gainey's leadership style, focusing on his commitment to continuous improvement and excellence in public service. It highlights Gainey's background and how his experiences have shaped his approach to leadership. Additionally, the post discusses specific initiatives and strategies implemented by Gainey to foster positive change and improvement within the Pittsburgh community. Through anecdotes and insights, the episode provides valuable lessons and inspiration for individuals and organizations striving for excellence in their respective fields.