Restoring Psychological Safety to Support QI and Transformation at the Nation's Largest Municipal Healthcare System

"Take good care of your employees, and they'll take good care of your customers, and the customers will come back," is a famous quote attributed to J.W. Marriott. NYC Health + Hospitals, the nation's largest municipal healthcare system, had lost its way when a devastating structural deficit led to a punitive culture based in blame and fear. A new leadership team developed a comprehensive strategy to rebuild psychological safety and instill a transparent culture around quality. In this session, we share the roadmap, starting with implementing a comprehensive workforce wellness program (Helping Healers Heal), rebuilding trust, redesigning the quality infrastructure, fostering a culture of kindness and humanism, and moving from a punitive to a just culture. As a result of improved psychological safety, we have implemented significant quality transformations, including a systemwide RCA Review Committee for sites to openly share, learn and grow together from adverse events; transparency around accreditation survey findings for systemwide corrective actions; a tiered QI capacity building program; and a structure enabling increased volume and complexity of QI projects. This session will share a best practice roadmap for participants to restore psychological safety, trust and workforce wellness in their sites—the foundational elements upon which quality improvement and transformation thrive.

Learning Objectives:

• Implement a roadmap to improve psychological safety and transparency within a variety of quality functions.
• Develop methods to build trust and transparency among stakeholders at a large municipal system.

Speakers:

Eric Wei, MD
Senior Vice President/Chief Quality Officer
NYC Health + Hospitals

Hillary S. Jalon
Vice President, Quality Management
NYC Health + Hospitals

Jeremy C. Segall, MA, RDT, LCAT, FPCC
System Chief Wellness Officer, AVP Human Experience
NYC Health + Hospitals

Continuing Education Credit

ACHE Qualifying Education Credit

This recording is eligible for 1.5 ACHE Qualifying Education credit.

ACHE Education credits will be automatically updated in your My ACHE account upon completion of the recording.

Interprofessional Continuing Education Credit

In support of improving patient care, the American College of Healthcare Executives is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), the American Nurses Credentialing Center (ANCC), and the American Academy of PAs (AAPA) to provide continuing education for the healthcare team.

This activity was planned by and for the healthcare team, and learners will receive a maximum of 1.5 Interprofessional Continuing Education (IPCE) credit for learning and change. For further information about Joint Accreditation credits and certificates, please click here.

Physician Continuing Medical Education

The American College of Healthcare Executives (ACHE) designates this live activity for a maximum of 1 AMA PRA Category 1.5 Credits^™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

Continuing Nursing Education

The American College of Healthcare Executives designates this live activity for a maximum of 1.5 contact hours of continuing nursing education.

Continuing Pharmacy Education

The American College of Healthcare Executives designates this knowledge-based activity for a maximum 1.5 contact hours of continuing pharmacy education credit. 

Continuing Social Work Education

The American College of Healthcare Executives designates this knowledge-based activity for a maximum 1.5 contact hours of continuing social work education credit.

Physician Associate/Physician Assistant Continuing Education

The American College of Healthcare Executives has been authorized by the American Academy of PAs (AAPA) to award AAPA Category 1 CME credit for activities planned in accordance with AAPA CME Criteria. This activity is designated for a maximum of 1.5 AAPA Category 1 CME credits. PAs should only claim credit commensurate with the extent of their participation.