A Message from Julianne Morath, President & CEO of Hospital Quality Institute
Welcome to our HCRO learning modules! Now, what is HCRO, you might ask? HCRO stands for HealthCare Reliability Organizing. You’ve probably heard about HRO, High Reliability Organizations. HCRO is rooted in HRO. However, HCRO is much broader and deeper, and uniquely tailored to our industry: the business of high-performance healthcare delivery.
We work in an ever-changing environment that is complex and very people-intensive. We have learned and we have imported best practices from other high-reliability industries, such as checklists used in aviation. These tools have helped move us toward higher reliability, which for us means providing care to every patient, in every site and setting, with each encounter, the way we intend to do so. It means that we have systems that protect us from making mistakes and causing events that that might harm our patient or sub-optimize their care.
HCRO is intended to be broader and deeper than any other efforts you’ve worked with in the past. Please note this is not a flavor of the month. Most of us — certainly I have — been involved in a variety of initiatives and spot improvements. These are all critically important steps, but insufficient for driving the enduring and sustainable change that will ensure consistently safer, more reliable care for our patients, and a safer, more meaningful workplace for our workforce.
This work is about transforming the culture of our healthcare organizations. We know a lot more than we did even a year ago, but we have much to learn, and we will learn it specifically guided by the evidence and the science about high-reliability systems and people behavior. The heartbeat, the center of this work, is you. It’s all about the healthcare workforce and workforce engagement. We cannot achieve HCRO without the commitment, the discipline, the accountability and the openness of each individual that interacts with and within the healthcare system to create better care.
This means those who are providing direct care to patients and those of you who support those who provide direct care. It’s the sum of all of those seen and unseen efforts that define a system, and the system affects the context in which care is provided.
Why us, and why now? We are embarking on HCRO now because the time is right. We have enough science, enough evidence, enough change-management skills and enough commitment and support that we can be successful. We know how to do this work.
Why now? Because our patients and their families and all of us who work in healthcare expect – and deserve – more than what we’re delivering today.
The introduction of HCRO is very exciting because it’s our opportunity to pioneer high-reliability organizing for the healthcare setting together. If you are here with us, you are ready to transform the healthcare industry. Thank you for joining HQI as we introduce HCRO, our dynamic new operating manual.