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High Reliability Centered Care

High Reliability Centered Care Thomas Lee, MD Chief Medical Officer, Press Ganey Competing on Value: A View from the Front Lines October 2018 What does it truly take to build a high-reliability healthcare organization? In this session from Competing on Value: A View from the Front Lines, Dr. Thomas Lee explores how high reliability principles — long associated with industries like aviation and nuclear energy — can be applied to healthcare delivery to improve safety, quality, and patient experience. As Chief Medical Officer of Press Ganey, Dr. Lee discusses how culture, leadership accountability, patient-centered measurement, and transparent performance data work together to reduce variation and strengthen outcomes. He emphasizes that reliability is not accidental; it is the product of disciplined systems, engaged teams, and sustained organizational commitment. This content is for educational purposes only and does not constitute medical advice. Please consult your physician or healthcare provider for guidance specific to your health.