2025 Boston Cluster

High Reliability is the study of human performance in complex systems and includes systems thinking, event analysis, techniques to minimize human error, approaches to improve processes, psychological safety, consistency in a fair and just response to errors and tactics to move organizations to a culture where a safety-first focus drives higher levels of performance across all domains.

This course will help leaders understand how to deal with challenging work conditions, high-risk operations and threats to success using lessons from High Reliability Organizations (HROs). HROs create organizational mindfulness, which is a rich awareness and a capacity for action that jointly facilitates a capability to discover and manage unexpected events before they escalate into crises and catastrophes.

Participants will improve their knowledge on how to build high reliability principles and practices into a daily operating system to improve performance in patient and workforce safety, clinical quality, patient and employee experience and operational efficiency.

Seminar Objectives:

• Describe the critical role of leadership in understanding HRO principles and adopting HRO practices to improve organizational mindfulness and overall performance.
• Describe how the science of human performance and error prevention can be harnessed to improve accountability as well as outcomes.
• Define preventable harm to include both physical and emotional harm to patients, families and employees, as well as harm resulting from failures relating to equity and socio-behavioral issues.
• Describe the importance of a culture of psychological safety supported by a structured approach to Fair and Just Culture.

Who Should Attend:

CEOs, COOs, CMOs, CNOs, senior executives and department heads

Presented by:

• Tejal K. Gandhi, MD, CPPS, Chief Safety and Transformation Officer, Press Ganey
• Steve Kreiser, MBA, Partner, Press Ganey Strategic Consulting
• Gary Yates, MD