That is accomplished, Kaatz said, by being transparent about patient harm with the hospital board, and taking stories of patient harm to them to "put a face on a situation that didn't come out the way we thought it would. It's very humbling. It's very educational and believe me, it gets everybody involved to make sure that we learn from that and don't repeat it."
Kaatz also urged hospital C-suite leaders around the country to not dismiss the opportunities to learn if they become a patient themselves.
"I was a patient. I had surgery on my quadriceps tendon a couple of years ago….I don't wish that on anybody, but once you have been a patient yourself, as a CEO you do look at things a bit differently. To the extent you can simulate that in your own environments, I would highly recommend it."
Added Umbdenstock, "I always hear from colleagues at the hospital level what they've learned and what they've actually experienced during the course of care."