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Welcome to Episode #27 of Habitual 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, including patient safety.

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.



"I can't tell you how thankful I am to be working with these teams. They're the ones solving the problems and hats off to them, the front line."

"Our investment in learning, our investment and understanding what it was to lead — which was to really step back and let the frontline lead — really created a unique ability for us to not only respond to COVID, but to recover from COVID."

"We believe in humility when it comes to leadership, because the people doing the work need to solve the problems. What we need to do as leaders is provide them the tools and the learning to be capable."

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