Saturday, July 10, 2010

At the center: it's about the patient

To all CCRMC Improvement Teams:

I would like to extend my heartfelt gratitude to all who attended last Thursday's CCRMC Improvement Academy. I found the discussion and disclosure both moving and exceptionally courageous. I left the meeting feeling extremely proud and privileged to work at CCRMC and to work with you.

To follow up on our discussion from Thursday’s Improvement Academy, I would like to remind all teams that I have asked that in the next 30 days you include a patient and/or family member on your team.

Each day we are learning more about the value of including patients and families from the teams who have partnered with them in decision making, design and testing of improvements. We have discovered that we have much to learn from those who use our system and that both patients and family members are essential and valuable as advisors and partners in improving care practices and systems of care. We have also learned that there is no more powerful accelerant of improvement than to include those who use our system in shared decision making and design.

I am asking all teams to accelerate your improvement efforts and include patients and families on your teams to help you design and test changes that aim to deliver safe, effective, efficient, timely, equitable and patient and family-centered care to everyone, every time.

On August 19th improvement teams will report their progress at the Improvement Academy with an aim that all teams have included, or have invited, patients and families to join their teams. I have asked the Healthcare Partnership and our Patient and Family Advisor Coordinator, Lynnette Watts to support your efforts. They are ready, willing, able and extremely excited to help you, as am I. You can find contact information for Lynnette and The Healthcare Partnership in this week’s Improvement Academy minutes posted on iSite.

This is of the highest priority to me and to our system. Please feel free to contact me directly with any questions.

More very soon.


  1. I work weekends and heard about the academy. I read the speech and the one from the week before. They were powerful. I wish I could have gone to hear the disussion. Who can go to the meeting? Will a new class start? Can an LVN go?

    Thank you for doing this. I think the CEO teaching every week to staff is rare and more should be invited.


  2. Michelle-
    Thank you for your feedback. I’m glad you found the reading worthwhile. You ask great questions. The answer is YES, you and any person in our organization and in our community is welcome to attend the CCRMC Improvement Academy.

    We are in the process of looking at how we can bring the academy and other learning and innovation opportunities closer to the “front lines.” We are also looking at how we can spread this learning, and learn from others, outside of the walls of CCRMC.

    If you’re interested, I would welcome your thinking and that of your colleagues about this.