Quality-First Culture: Case Medical Center

A just culture. A culture of transparency. A patient-first culture. Culture transformation at University Hospitals Case Medical Center in Cleveland encompasses all of these things and more to achieve quality and safety. In a just and transparent culture, all employees are encouraged to voice their concerns and share ideas. Problems that people encounter are used as opportunities for quality improvement. By identifying problems early, teams can be formed to identify causes and find solutions. The focus on culture and quality extends to the board room. Every board meeting starts with a quality presentation, says William L. Annable, M.D., chief quality officer. Board members are notified of significant mistakes, and they participate in leadership rounds. The board recognizes the importance of quality and makes sure every staff member has the resources needed to provide quality care. The patient-first culture is exemplified by the medical center's Patient and Family Advisory Council. Hospital leadership listens to feedback from the council, which has provided input on everything from welcoming brochures, instructions and signage to structural and program design, respectively, of UH's Seidman Cancer Center and Quality Institute. University Hospitals Case Medical Center is winner of the 2012 AHA-McKesson Quest for Quality Prize.
For more information, contact Dr. Annable at william.annable@uhhospitals.org.