Operational Excellence

Document Type


Executive Sponsor(s)

Mark Parker

Publication Date



Maine Medical Center

MeSH Headings

COVID-19, Workflow, severe acute respiratory syndrome coronavirus 2, Pandemics, Leadership, Hospitals, Communication, Workforce


This storyboard describes how our Operational Excellence Platform pivoted to keep quality at the forefront of the Covid-19 response. Applying the Framework for Safe Effective and Reliable Care, we implemented the following innovations:

  • Daily quality huddles became virtual, with 70-100 frontline leaders sharing alerts, announcements and celebrations
  • Traditional Gemba Walks transformed into daily Executive Gemba Rounds visiting all care teams and focusing on patient and workforce safety.
  • Patient and Workforce safety concerns were resolved real time and those requiring coordinated response were triaged to the Hospital Incident Command System (HICS) for accelerated action.

Innovative communication strategies were adopted to clarify changing practice in midst of the pandemic, to message adherence to personal protective equipment standards, and improved operational workflows for efficient problem solving.