Speakers

Tamra E. Minnier, RN, MSN, FACHE

Chief Quality Officer, UPMC

Tami Minnier is the Chief Quality Officer for UPMC, an integrated delivery and financing system in Pittsburgh, PA. Ms. Minnier oversees the Wolff Center which drives the quality and safety agenda at UPMC.  She is the Executive Director for the Beckwith Institute, a $15 million dollar foundation supporting innovation in care delivery and shared decision making.

Ms. Minnier has a passion for clinical care improvement and with the patient at the center of innovation.  She has her BSN and MSN from the University of Pittsburgh; she is a fellow in the American College of Healthcare Executives. Ms. Minnier has studied the Toyota Production System and Lean Manufacturing.  She is a graduate of the Advanced Training Program at Intermountain Health Care and has been on faculty at the Institute for Healthcare Improvement.  She is the Vice-Chair of the Board of Joint Commission International/ Joint Commission Resources.  She also serves as a board member of the Patient Safety Movement Foundation.  A nationally known speaker, Ms. Minnier has been published in the Journal of the American Medical Association, Newsweek, The Journal of Nursing Administration, Modern Health Care, Healthcare Leaders, Reflections by Sigma Theta Tau, and many other journals.  She has been noted by Becker’s as one of the 50 top experts leading the field of patient safety and one of the top 130 women health system leaders to know.  However, her proudest accomplishment is her son, Seth.

Speaker Sessions

38 – Proactive Patient and Leadership Engagement Delivers an Improved Care Experience (operations, innovation)

For many years, U.S. healthcare has focused on the volume of services rendered rather than the quality of care. As a result, patients often felt as if they lacked a voice in the process, resulting in a poor patient experience. Ignoring patient experience puts health systems in peril, given the level of today’s social media and consumer transparency. Increasingly, patients are more willing to share their experiences and readily compare healthcare provider quality outcomes and costs, especially when they are negative. UPMC, like other large, complex healthcare organizations, discovered that many times, patients’ voices were lost. To collect and analyze the necessary data to gain actionable insights for improving patients’ experiences, UPMC developed innovative technology and processes to proactively engage with patients and employees.  Leaders are using this technology to engage frontline staff and patients and drive system-wide culture change. Come listen and learn about how UPMC is achieving improved patient experience and improved employee engagement.
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