Amy Kosifas
August 25, 2018

BTOES EXCLUSIVE SLIDE DECK: Creating a More Reliable Patient Experience

 amy kosifas slides picture

Courtesy of Sharp Healthcare, 'Creating a More Reliable Patient Experience' Amy Kosifas has written an article to introduce her presentation:

Please click here to download the presentation.

Healthcare is rapidly moving toward the adoption of a high reliability framework which is designed to reduce harm and improve quality.  While we may agree with this in concept, how do we achieve the necessary cultural transformation?  Do we adopt an entirely new performance framework, or can we integrate and align goals within existing initiatives that we know are vital to success?

Back in 2000, leaders at Sharp HealthCare in San Diego took a cue from Jim Collins and his book Good to Great and asked their stakeholders what they thought of their experience with Sharp.  Finding that most felt that the experience was just average and that health care experiences in general were not that great, Sharp began “The Sharp Experience” journey.  More than 1,000 team members voluntarily served on 100 action teams becoming the architects of change for the organization. Dedicated to enhancing relationships, environments, systems, processes, quality and service, they looked both internally and externally for examples of exceptional customer and employee engagement and service. Action team members created actions and standards to which all Sharp HealthCare team members are held accountable to positively impact customer, physician, supplier and employee satisfaction.

In 2001, Sharp HealthCare launched “The Sharp Experience”, a performance improvement initiative designed to transform the health care experience with the goals of making Sharp the best place for employees to work, the best place for physicians to practice medicine and the best place for patients to receive care.  Over the past seventeen years Sharp has incorporated many tools, practices and principles into our work, advancing The Sharp Experience. 

The Sharp Experience works to reconnect the hearts, minds and attitudes of its over 18,000 team members, 2,300 volunteers, and 2,600 affiliated physicians to purpose, worthwhile work, and making a difference. 

As the organization’s brand promise, The Sharp Experience is what everyone should expect from all interactions. It is the organization’s core competency — and differentiates Sharp from its competitors. The success of The Sharp Experience is evidenced by increased employee, physician and patient satisfaction, employee retention, clinical outcomes, employee and patient safety, net revenue, bond rating, philanthropic support, and market share.

Over the past seventeen years many tools, practices and principles have been incorporated to advance The Sharp Experience, including Magnet, Planetree and Lean Six Sigma.  Sharp HealthCare was recognized with the Malcolm Baldrige National Quality Award in 2007.

In 2014, Sharp leadership recognized an opportunity to enhance outcomes through a commitment to high reliability. This session will take participants on Sharp HealthCare’s more recent journey in pursuit of high reliability, including how the decision to integrate this initiative into The Sharp Experience has re-engaged an organizational commitment to the patient, physician and employee experience across the organization. The speaker will share approaches, tools and lessons learned in pursuit of a culture of reliability, safety and respect.

Creating a More Reliable Patient Experience

About Sharp Healthcare

Sharp Healthcare is a not-for-profit integrated regional healthcare delivery system located in San Diego with approximately 2,600 physicians and more than 18,000 employees. Sharp includes four acute-care hospitals, three specialty hospitals, three affiliated medical groups and a full spectrum of other facilities and services. It has had considerable benefits with operational excellence since they embarked on this journey several years ago, but how have they sustained this in the organization? Download this slide deck to see Amy Kosifas discuss their journey, and how to create a more reliable patient experience, which achieved significant benefits for their organization.


About the Author

amy kosifas pictureAmy Kosifas, Director of Sharp University at Sharp Healthcare, is responsible for leadership development and physician leadership development activities. She also has primary oversight for Sharp’s High Reliability Organization (HRO) initiative. Prior to joining Sharp, she was Program Manager for performance excellence at the Port of San Diego. Earlier positions focused on strategic planning and quality improvement at hospital systems in the Midwest, including Northwestern Healthcare and Henry Ford Hospital.  Amy is an ASQ-certified Six Sigma Black Belt and a Certified Professional in Patient Safety. She serves on the Executive Board of the California Council for Excellence, California’s state program affiliated with the Malcolm Baldrige National Quality Award. 

These slides were first presented at the Business Transformation and Operational Excellence World Summit (BTOES). To learn more, please visit

Business Transformation & Operational Excellence World Summit & Industry Awards (BTOES19)

March 18-22, 2019

Loews Portofino Bay Hotel at Universal Orlando Resort®

Quick Links

BTOES19 Event Site

BTOES18 Highlights Video

BTOES19 is the industry’s biggest and best, senior-level, cross-industry Operational Excellence event.

BTOES is focused on the key trends and pressing issues that matter:

  • Cultural Transformation
  • Leadership 
  • Operational Excellence
  • Business Transformation
  • Digital Transformation & Adapting to Advanced Technologies
  • Strategy Execution 
  • Innovation Excellence 
  • Customer Experience Excellence
  • Agility 
  • Process Optimization 

Please visit BTOES19 

Be sure to connect with our CEO on LinkedIn for exclusive updates 

The Business Transformation & Operational Excellence Industry Awards

The Largest Leadership-Level Business Transformation & Operational Excellence Event



Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Download the most comprehensive OpEx Resport in the Industry

The Business Transformation & Operational Excellence Industry Awards Video Presentation

Proqis Events Schedule

Proqis Digital

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.
Access all 75 Award Finalist Entires
Subscribe to Business Transformation & Operational Excellence Insights Now
ATTENDEE - Proqis Digital Event Graphics-2
ATTENDEE - Proqis Digital Event Graphics (2)-1
ATTENDEE - Proqis Digital Event Graphics (1)-1

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Speaker Presentation Operational Excellence Business Transformation Business Improvement Insights Article Continuous Improvement Process Management Business Excellence process excellence Process Optimization Process Improvement Award Finalist Case Study Digital Transformation Leadership Change Management Lean Enterprise Excellence Premium Organizational Excellence Lean Enterprise Lean Six Sigma Execution Excellence Capability Excellence Enterprise Architecture New Technologies Changing & Improving Company Culture Agile end-to-end Business Transformation Execution & Sustaining OpEx Projects Culture Transformation Leadership Understanding & Buy-In Lack of/Need for Resources Adapting to Business Trends Changing Customer Demands Failure to Innovate Integrating CI Methodologies Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Maintaining key Priorities Relationships Between Departments BTOES18 RPA & Intelligent Automation Live Process Mining BTOES From Home Cultural Transformation Financial Services Customer Experience Excellence Process Automation Technology Healthcare iBPM Healthcare and Medical Devices Webinar Culture Customer Experience Innovation BTOES Video Presentations Exclusive BTOES HEALTH Strategy Execution Business Challenges Digital Process Automation Report Industry Digital Workplace Transformation Manufacturing Supply Chain Planning Robotic Process Automation (RPA) BPM Automation IT Infrastructure & Cloud Strategies Artificial Intelligence Business Process Management innovation execution AI Lean Manufacturing Oil & Gas Robotic Process Automation IT value creation Agility Business Speaker Article Systems Engineering RPAs Insurance Process Design Digital Speaker's Interview data management Intelligent Automation digital operations Six Sigma Awards thought leaders BTOES Presentation Slides Transformation Cloud Machine Learning Data Analytics Digital Transformation Workplace Banking and Capital Markets Data Finance Professional Services Education IT Infrastructure IT Infrastructure & Cloud Strategies Live Blockchain Interview Solving Cash Flow with AI BTOES White Paper investment banking Analytics Insight BTOES19 Consumer Products & Retail Enterprise Agile Planning Government Operational Excellence Model Project Management Algorithm Automotive and Transportation Banking Business Environment Digital Bank Enterprise architecture as an enabler Hybrid Work Model Primary Measure of succes Relationship Management Sales business expansion revenue growth Adobe Sign Agile Transformation CoE Delivery solution E-Signatures Electricity Global Technology HealthcareTechnologies Innovation in Healthcare Reduce your RPA TCO Transportation Accounts Receivable (AR) Big Data Technology CORE Cloud Technology Cognitive learning Days Sales Outstanding (DSO) Logistics Services Operational Excellence Example Risk Management business process automation transformation journey Covid-19 Data Entry Digital Experience Digital Network Digital Network Assistant (DNA) Digitization Drinks Effective Change Leaders HR Internet Media NPS Net Promoter Score Program Management Portal (PgMP) Sustainability TechXLive The Document is Dead The New Era of Automation Automated Money Movement Banking & Financial Services Biopharmaceutical Blue Room Effect Building Your Future Workforce in Insurance Business Process Governance Capital Market Creative Passion Digital Transformation Workplace Live Digital Workforce Digitalization ERP Transformation Finance Global Operations (FGO) Financial Services Software Frameworks Hoshin Planning Human Capital Lean Culture Natural Gas Infrastructure Natural Language Processing Organizational Change Pharmaceutical Pharmaceuticals & Life Sciences Project manager Supply Chain Management Sustainable Growth The Fully Automated Contact Center Transformation Initiatives Workplace Analytics eForms eSignatures 3D Thinking BEAM BFARM BTOES17 Big Data Processing Business Analytics Business Growth Centralized Performance Monitoring System Communication Creativity Digital Technologies Digital Technology Educational Psychologist Energy Management Health Insurance Health Maintenance Organizations Hospitality & Construction Human Centered Design Integrated Decision Approach Integrated Decision Making Intelligent Document Processing Kaizen Medicare Moodset for Excellence Natural Language Processing (NLP) Offering Managers Oil and Gas Optical Character Recognition (OCR) Pharmaceuticals and Life Sciences Photographing Price and Routing Tracking (PART) Process Design Document (PDD) Product Identifier Descriptions (PIDs) Python Quote to Cash (Q2C) Resilience SAP Sales Quota Team Work Telecommunications Text Mining Visually Displayed Work Culture master text analytics virtual resource management