Journey to Excellence Best Practices of Baldrige Health Care Leaders

This webinar series features the three 2011 Healthcare Baldrige Award recipients. Learn best practices from three healthcare role models on hot topics like patient safety, innovation, redesigning primary care and physician engagement.


Patient Safety—Eliminating Harm System-wide

Organization: Henry Ford Health System
Presenters: William A. Conway, MD, SVP and Chief Quality Officer, HFHS, and Susan S. Hawkins, SVP, Performance Excellence, HFHS
Learn how HFHS has achieved a 26 percent reduction in harm events and a 12 percent reduction in mortality over a three-year period through their No-Harm Campaign. The No-Harm Campaign involves every business unit and all members of the workforce, and is integrated into the organization’s strategy, culture, and daily operations, as well as its educational mission. The speakers discuss and illustrate the following aspects of the HFHS approach to patient safety:


Physician Engagement and Alignment

Organization: Schneck Medical Center
Presenters: Douglas Towriss, MD, Chief Medical Officer
Schneck Medical Center aspires “to be a healthcare organization of excellence…every person, every time.” Engaging and aligning Schneck physicians into an effective partnership, has been a critical factor in the organization’s high performance and progress toward its vision. Join Schneck CMO, Douglas Towriss, MD, as he discusses and illustrates the approach he and other SMC leaders have used to engage and align physicians—an approach that may guide other health care leaders seeking better alignment of their organization and their physician workforce.


Leveraging Innovation for Performance Excellence and Growth

Organization: Henry Ford Health System
Presenters: John Popovich, Jr., MD, President and CEO, Henry Ford Hospital, and Robert G. Riney, President and COO, HFHS
From clinical services, research, and technology innovation to their innovative facilities and unique services, HFHS top leaders discuss how they leverage innovation for sustainable growth.  Gain best practices from one of the decorated leaders in healthcare.


Customer and Relationship Focused Care

Organization: Southcentral Foundation
Presenters: Katherine Gottlieb, MBA, DPS, President and CEO and Douglas Eby, MD, VP of Medical Services

Learn how SCF engaged in a total system redesign that followed the decision of Alaska Native people to take responsibility for managing their own health care system. Ms. Gottlieb and Dr. Eby describe how relationship-building—with customer-owners and employees—offers the organization a strategic advantage. They discuss changes SCF has made to establish, sustain, and strengthen relationships throughout the enterprise, from organizational structures to interactions with customer-owners, from ways of organizing and managing the workforce to responsibilities and practices of leaders. Finally, they describe how SCF measures performance and demonstrate success through results in multiple performance areas.

Webinars Moderated by Kate Goonan, MD

Dr. Goonan is Chief Executive Officer of Goonan Performance Strategies. GPS is a multidisciplinary consulting resource for health care senior leaders to achieve organizational performance excellence ( She is also an Associate in Health Policy at Massachusetts General Hospital/Partners Mongan Institute for Health Policy and former Executive Director of the MGH Center for Performance Excellence. She serves on ASQ’s Board of Directors.

Learn more about Dr. Goonan from a sample chapter from her book,  Journey to Excellence: How Baldrige Health Care Leaders Succeed, published by ASQ Quality Press.

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