Habitual Excellence, Presented by Value Capture

In this episode, Justin McElhattan leads with humility in such a deeply authentic way that it took us years to convince him to be a guest on this podcast.  We persevered because as the CEO and then Group President of Industrial Scientific, Justin brought to life the inspiring results and models to follow that Habitual Excellence leadership - rooted in safety - makes possible. And now he and his wife, a physician, are bringing the same inspiring leadership framework to a whole other sector – agriculture – determined to magnify our food system’s ability to nourish, connect and heal. At the same time, the family remains perhaps the most significant investor in the workplace safety movement in the country.  We grow and take on energy every time we talk with Justin, and are excited to bring this episode to you.

In this episode, the Lakeridge Health team reflects on their shift from DMS 1.0 to 2.0. Their first system was filled with activity, but huddles and routines often felt disconnected from real daily problems, and strategy came across as too top-down. With support from Value Capture’s Didier Rabino, leaders stepped back to observe together, ask sharper questions, and uncover gaps. This created new habits that helped teams solve problems at the root cause, link daily work to strategy, and strengthen leadership development in the flow of work.What once were occasional offline conversations about improvement and growth became part of the daily rhythm. Managers quickly adapted, raising the level of dialogue and capability across the organization. While challenges remain, the team has embraced persistence and problem-solving as the path forward. Their journey shows how DMS 2.0 is creating stronger results, greater alignment, and a culture of continuous learning and improvement—momentum they’re excited to share with peers at their October 15 learning event.

This episode of Habitual Excellence featuring Jake Raymer will have health care leaders thinking deeply and acting differently.  Raymer is both the past education director for the Shingo Model and just did 7 years as the Chief Transformation Officer at Munson Healthcare in Michigan, an operational excellence (or “lean”) leader.  Jake is a renowned, powerful and entertaining thought leader across the world of operational excellence, who believes the only research worth its salt is research that holds up in the field, so it’s a special opportunity to tap into his key learnings for today’s healthcare leaders.  Hear Jake point the way to more powerful and practical ways to shape a great “culture,” to manage change much more systematically and specifically, and talk about why more and more healthcare leaders are starting to learn about the Shingo model to take their own operating systems to a more grounded and powerful place, so they can drive more enduring mission-based performance.

Robert Mandel MD, is the President of Clinical Excellence and Chief Medical Officer for Carelon Health, a subsidiary of the huge payer-provider platform Elevance Health.  He is also a physician leader steeped in the principles of Habitual Excellence who has been associated with some of the building block breakthroughs in delivering better healthcare quality and outcomes for patients, from individuals to huge populations, through his career across the payer-provider interface.  In this episode, hear why he is encouraged by what we’ve been able to learn and apply to improve care from the emerging large datasets so far, and how he and Carelon hope to support further improvement across healthcare by making clinical evidence even more front and central for members and providers and payers experiences with each other, and for members during the 95% of the time they aren’t directly interacting with the healthcare system as well.  Robert also shares 5 ways he leads with the principles of Habitual Excellence to help everyone in the organization show up in the best way they can, every day, to advance the mission.

Carrie Willetts is one of the next-generation leaders of the Habitual Excellence movement, finding new ways to connect its ideas to everyone in the organization, practically and efficiently, using plainer language and simpler core concepts to achieve profound results at scale.As Chief Administrative Officer of the rapidly growing WVU Medicine, Carrie has succeeded at increasingly higher levels by thoughtfully aligning her deepest values, the institutions she chooses to serve, and a repeatable leadership framework rooted in the belief that culture is the answer to every challenge.In this episode of Habitual Excellence, Carrie delivers a tour de force explanation of her leadership framework, sharing compelling stories that illustrate how she applies it, along with evidence of major success. She also explains how she has become a rare C-suite leader who is equally comfortable with strategy and execution.Carrie’s story will energize listeners and offer insights that make the leadership path ahead both easier and more fulfilling.

In this episode of Habitual Excellence, Value Capture is celebrating 20 years of supporting visionary healthcare leaders by introducing its own next generation CEO, Shana Padgett, who looks forward energetically to helping leaders advance health and healthcare without harm, wait or waste for the next 20 years.  Shana shares why as a proven executive and executive advisor she chose to come to Value Capture 9 years ago, what she’s learning from leaders in today’s turbulent environment and how she and the firm are helping them to outperform.  She is the first non-founder CEO of Value Capture, and turns the tables on Ken Segel, her predecessor, who is staying with the company as Chief Relationship Officer, to ask about the philosophy of continuous improvement that underpins Value Capture’s uncommon succession plan.  Hear Shana and Ken share reflections on how some of the most thoughtful of today’s c-suite leaders are planting a flag despite the turbulence in the environment, to simultaneously drive results and improve culture, using some timeless principles and ideas adapted to the moment.

Join us in this insightful episode as we explore how to grow ambulatory care successfully while fulfilling an organization's core purpose. Our guest, Simon Curtis, COO of Duke Health Integrated Practice, shares his experience tackling two significant challenges: integrating a faculty practice and meeting increased patient demand, with volumes rising 10-15% annually. Discover how focusing on the fundamentals has been key to navigating these challenges and driving sustainable growth. Tune in for valuable lessons and strategies from a leader at the forefront of healthcare innovation.

In this discussion, Dr. CJ Kunnappilly, CEO of San Mateo County Health, emphasizes the critical importance of leadership clarity and strategic focus in public health. He reflects on his journey from a physician prioritizing patient care to a CEO recognizing the need to delegate operational tasks and fully embrace his role as a strategic leader. Kunnappilly highlights the balance required at all organizational levels, where operational excellence supports, but does not overshadow, the broader goal of developing forward-thinking strategies. Dr. Kunnappilly highlights the need for a long-term vision and the integration of strategy with daily operations to achieve meaningful improvements in patient care and organizational efficiency. He also discusses the shift from being a provider of last resort to focusing on equity and addressing societal barriers like food insecurity and language access. 

In this special Veterans Day edition of the “Habitual Excellence” podcast, host Ken Segel interviews Dr. Kecia Kelly, Senior Vice President and Chief Nursing Officer at Legacy Health, who shares her extensive career journey from a commissioned officer in the U.S. Army Nurse Corps to various leadership roles in healthcare. Dr. Kelly discusses the importance of respect, leading by example, and influencing through relationships, highlighting her success in improving inpatient throughput and leading a partnership with Labcorp. She emphasizes the value of stepping out of comfort zones and leveraging strengths, sharing personal stories about her father and husband to illustrate the long-term impacts of military service. Dr. Kelly calls for greater empathy and understanding towards veterans, urging healthcare providers to ask the right questions and provide comprehensive care, while expressing pride in her service and the importance of upholding the Constitution.

In this episode of the Habitual Excellence Podcast, Ken Segel interviews Dr. Richard Shannon, Senior Vice President and Chief Medical Officer of Duke University Health System, about the evolution of healthcare quality and safety over the past 25 years. Dr. Shannon discusses his journey, which shifted focus after encountering Paul O'Neill and the Pittsburgh Regional Healthcare Initiative, emphasizing that the current healthcare environment has fallen into a "tyranny of measurement" that often overlooks real improvements. He highlights how Duke has implemented a management system that emphasizes people development, standard operating procedures, and continuous improvement to reduce variability in care, leading to improved patient and staff outcomes. They explore the importance of servant leadership, lean management, and addressing social determinants of health. Dr. Shannon calls for a shift at the national level—from focusing solely on metrics to embracing comprehensive improvement methods, incentivized by organizations like CMS. He also expresses concerns about the upcoming generational shift in healthcare leadership and the importance of developing new leaders who can continue advancing these quality initiatives. Dr. Shannon ends by discussing his legacy, emphasizing that true transformation requires spending all political capital and leaving an organization better than when one arrived. He provides an example of addressing racial disparities at Duke, where maternal morbidity for African American women was significantly reduced through improvements in patient access and care coordination. This case illustrates how a robust quality system can lead to impactful and equitable healthcare outcomes, reinforcing that healthcare transformation is both achievable and necessary.

In this episode of the Habitual Excellence podcast, host Ken Segel interviews Dr. Paul DeChant, an expert on physician burnout, with a focus on how workplace dysfunction rather than personal resilience drives burnout among clinicians. Dr. DeChant explains that burnout arises when clinicians spend too much time on administrative tasks and not enough on meaningful patient care. He highlights cynicism as a key dimension of burnout, stemming from lack of control, recognition, and a breakdown of community and fairness. Leadership plays a crucial role in addressing these issues by empowering frontline workers and aligning them with organizational values and processes, such as using lean management systems to improve workflows. Dr. DeChant emphasizes the importance of leaders "going to the Gemba" to understand frontline challenges and build trust with clinicians. The episode also promotes the upcoming Enduring Excellence CEO Seminar, where leaders can learn more about these frameworks and their practical applications.

In this podcast episode, Katie Anderson and Gerald Harris discuss the concept of serious leadership in healthcare, emphasizing the importance of long-term thinking and a deep commitment to patient-centered care. Katie shares insights from her experiences, including lessons from Japanese leadership practices, highlighting how leaders can break the habit of simply telling their teams what to do and instead engage them in collaborative problem-solving. Gerald underscores the challenges healthcare leaders face, such as time constraints and regulatory pressures, and the need to manage these complexities to create conditions for success. The episode also promotes the upcoming 2024 Lean Solutions Summit, where both Katie and Gerald will be actively participating, offering healthcare leaders an opportunity to reflect, learn, and gain new perspectives to enhance their leadership practices.

Tune in to our latest podcast episode as we delve into the critical topic of leadership and organizational culture in healthcare, featuring insights from Cooper Linton, Associate Vice President – Duke HomeCare and Hospice, a prominent voice in the home care and hospice sector. In this engaging conversation, Cooper and Ken Segel discuss the impact of fear in the workplace and how it's often disguised as "pressure" or "stress." They explore strategies for leaders to create a supportive and fearless work environment, fostering collaboration and trust among team members. Discover how embracing compassion and understanding can transform organizational culture and drive excellence in patient care. This episode offers valuable perspectives on overcoming fear, setting higher standards, and building a stronger, more unified healthcare community. Don't miss this opportunity to gain insights that can help elevate your leadership approach and improve your team's performance. Join the conversation and be part of the movement to revolutionize care in the healthcare industry!

Congratulations to former Value Capture client, WellSpan Health, for being honored with the American Hospital Association Quest for Quality Prize! Our guest is Roxanna Gapstur, PhD, RN, the President and Chief Executive Officer of WellSpan Health, in Pennsylvania. She has been in that role since January 2019. Dr. Gapstur has extensive experience in strategic planning, business development and operational leadership in both ambulatory and hospital settings. She has served in multiple executive roles including chief operating officer, chief nursing officer and as a senior executive accountable for population health. Dr. Gapstur obtained her bachelor’s degree from the College of St. Catherine in St. Paul, Minn., and her master’s degree and doctorate from the University of Minnesota. In today's episode, host Mark Graban asks her about these questions and topics: You’re leading the creation and adoption of a comprehensive lean management system — what does that mean and what do you aim to achieve? As part of that management system, what is Real Time Problem Solving and what are your keystone goals? How will you follow through on the promise of having 20,000 problem solvers? How do you engage with your leaders and teams?  Tell us about the importance of you, as CEO, getting alignment, focusing on culture, and leading the transformation…

In this episode of "Habitual Excellence," Ken Segel, CEO of Value Capture, interviews Dr. Marc Gorelick, the CEO of Children's Minnesota. Dr. Gorelick shares his journey to becoming a leader in pediatric healthcare, highlighting his background as a pediatric emergency medicine physician and his motivation to impact more children's lives. Throughout his career, Dr. Gorelick has focused on improving clinical effectiveness and system-wide care, aiming to create better health outcomes for children.Under his leadership, Children's Minnesota has prioritized building core capabilities in diversity, equity, inclusion, and continuous improvement. These initiatives have been crucial in responding to the rapidly changing healthcare environment, especially during and after the COVID-19 pandemic. Dr. Gorelick shares insights into the organization's strategic planning process, focusing on creating a flexible and nimble system that can adapt to future challenges.The conversation highlights the importance of leadership in driving transformational change in healthcare and the ongoing efforts at Children's Minnesota to provide the best possible care for children.

In this special episode of the "Habitual Excellence" podcast, Ken Segel, CEO of Value Capture, discusses the leadership principles of the late Paul O'Neill Sr., former CEO of Alcoa and U.S. Treasury Secretary. Joined by Bill O'Rourke, Kevin McKnight, and Paul O'Neill Jr., they share personal stories highlighting O'Neill's unwavering respect for everyone, his emphasis on safety, integrity, and his down-to-earth nature. The episode commemorates the fourth anniversary of O'Neill's passing, underscoring the relevance of his leadership lessons in today's challenging times, particularly for healthcare leaders.

In this insightful episode, host Ken Segel engages Ronnie Daves, a seasoned leader in healthcare, to explore the innovative approach of the Pancake Syrup model in delivering high-quality care. Ronnie shares how this model focuses on routine tasks being performed exceptionally well, thereby freeing up valuable time for healthcare providers to focus on specialized patient care. By streamlining operations and fostering a culture of accountability and engagement among frontline staff, the Pancake Syrup model has demonstrated remarkable success in elevating healthcare standards and driving better patient outcomes. Join the conversation as Ronnie and Ken delve into the principles and impact of this transformative approach in healthcare delivery.

In this podcast episode, Ken Segel, the CEO of Value Capture, meets with Mayor Ed Gainey, City of Pittsburgh, to discuss the city's journey toward habitual excellence and Mayor Gainey's leadership learnings.  We will explore the principles of habitual excellence as exemplified by Mayor Ed Gainey of Pittsburgh. The episode delves into Gainey's leadership style, focusing on his commitment to continuous improvement and excellence in public service. It highlights Gainey's background and how his experiences have shaped his approach to leadership. Additionally, the post discusses specific initiatives and strategies implemented by Gainey to foster positive change and improvement within the Pittsburgh community. Through anecdotes and insights, the episode provides valuable lessons and inspiration for individuals and organizations striving for excellence in their respective fields.

In this podcast episode, Ken Segel, the CEO of Value Capture, engages in a conversation with Lou Shapiro on developing and deploying a strategy that breaks through and makes the kind of difference we need in healthcare right now, and it's very challenging circumstances, and trying to use this as a moment to change deeply for the better. They will discuss lessons learned, but also, as we go forward to think about how to achieve that breakthrough as a sector and as individual institutions. 

In this podcast episode, Ken Segel, the CEO of Value Capture, engages in a conversation with Dr. David Zaas, a pulmonary and critical care physician with extensive leadership experience in major health systems. The episode revolves around the theme of strategy deployment and its importance in healthcare. Dr. Zaas, who currently serves as the president at Wake Forest Baptist, shares insights into his leadership philosophy and how it has been shaped by his background as a physician-scientist. The discussion delves into the challenges facing healthcare, such as cost pressures, consolidation, and job losses, and the need for authentic, optimistic leadership to navigate these issues. Dr. Zaas emphasizes the privilege of working in healthcare and the opportunity to make a significant impact on the lives of patients, communities, and caregivers. Dr. Zaas breaks down his approach to strategy into three key components. First, he underscores the importance of a people strategy, where creating an environment of respect, value, diversity, and continuous improvement is crucial. Second, he emphasizes the need to build robust management systems and processes to support the organization's growth and adaptability. Finally, the discussion addresses setting bold goals and achieving excellence, focusing on eliminating harm, striving for top-tier performance, and fostering academic discovery. The episode highlights the significance of creating a strong foundation in culture and processes before setting ambitious goals, and it explores how these principles can differentiate healthcare organizations and drive them towards excellence.