Habitual Excellence — 27: Theresa Frei on Leading With Safety and Addressing Staff & Patient Covid Fears


Welcome to Episode #27 ofHabitual Excellence, presented by Value Capture.

We are joined today by Theresa Frei, R.N., M.B.A., the Chief Executive Officer of the Sutter Medical Foundation in California.

In this episode, our host Mark Graban asks Theresa about how previous Lean work prepared Sutter for Covid-19 and what they had to figure out as this happened. How did the organization address fear amongst patients and staff? How can leaders demonstrate humility? And, we discuss why leading with safety is so important. Theresa also shares how they accelerated a three-year telemedicine plan into just three weeks. She also shares about using Lean and continuous improvement principles to survive, rapidly adapt, and thrive during the challenges of the COVID pandemic, social unrest, and wildfires.