In a landscape where healthcare providers strive for excellence, Hartford HealthCare (HHC) has distinguished itself by earning the 2025 AHA Quest for Quality Prize from the American Hospital Association. This accolade marks a significant achievement, underscoring their exceptional leadership, dedication to innovation in healthcare quality, and ability to advance community health. Through consistent efforts in maintaining high standards and creating a culture of safety, accountability, and patient-centered care, HHC has become a beacon of hope and a paragon for other healthcare institutions.
Building a Culture of Safety
A Unified Vision of Excellence
Hartford HealthCare operates with the guiding principle of being “the best at getting better,” and this mantra extends to every level of the organization. It reflects a collective ethos that fosters continuous improvement through teamwork, rigorous high-reliability training, and an unyielding commitment to quality. Under the steadfast leadership of Jeffrey Flaks, President and CEO, the HHC team has embraced a unified vision that strives to enhance patient safety and achieve the highest safety ratings. Strong leadership bolsters a systemic culture change, emphasizing safety as a foundational element of all healthcare activities.
The journey toward transformation began with a formidable objective set in 2017: achieving an A grade in safety across all HHC hospitals as recognized by the Leapfrog Group. By 2022, this ambitious goal had been realized across the system’s seven hospitals, marking an impressive trajectory in enhancing safety standards. These accomplishments were achieved through fostering a safety-first culture and ensuring all personnel, from leadership to frontline staff, are aligned with these values. This concerted effort reflects the organization’s dedication to elevating the quality of care and ensuring patient safety is never compromised.
Emphasizing Accountability and Reporting
An essential aspect of creating a robust safety culture involves instilling a sense of accountability among healthcare professionals and promoting transparent reporting of safety events. Leaders like Stephanie Calcasola, RN, Chief Quality Officer, and Ajay Kumar, MD, Chief Clinical Officer, have been instrumental in advancing initiatives that nurture a culture of accountability and safety. HHC’s revamped hiring process is carefully designed to select candidates whose safety behaviors and emotional intelligence align with the organization’s ethos. This approach underscores the importance of personal responsibility in healthcare outcomes and ensures that every team member is committed to maintaining safety standards.
Dr. Kumar and Calcasola have championed the effective communication of safety objectives, culminating in a “Just Culture” environment that allows reporting of safety incidents without fear of reprimand. This cultural shift has been pivotal in improving the Serious Safety Event Rate to an impressive 0.21 per 10,000 adjusted patient days by the end of fiscal year 2023. The organization’s initiative to encourage the open discussion of errors resulted in a remarkable 48% increase in safety event reporting by 2023, providing valuable insights into improving patient-centered care practices.
Innovative Approaches to Training and Development
High-Reliability Organization Training
A cornerstone of HHC’s advancement journey is its commitment to comprehensive employee training programs that promote high-reliability practices. The “Safety Starts with Me” program has become an integral part of the onboarding process for both clinical and nonclinical staff, ensuring consistent communication and alignment across the organization. These training modules empower employees to contribute actively to the organization’s goals and uphold the standard of care expected at HHC. The emphasis on communication fosters a sense of ownership and pride among staff, facilitating the seamless integration of safety principles into daily operations.
The program is designed to cultivate a mindset where safety is a shared responsibility among all stakeholders. By instilling these values early in the employment journey, HHC sets a solid foundation for employees to develop into effective advocates for patient safety. Through this initiative, staff members are better equipped to prevent errors, identify potential risks, and work collaboratively toward optimal healthcare outcomes. This high-reliability structure supports an environment where safety is prioritized, allowing HHC to deliver consistently high-quality care.
Pioneering Simulation-Based Learning
Further demonstrating its commitment to innovative practices, HHC’s Center for Education, Simulation, and Innovation (CESI) plays a pivotal role in advancing safety and quality in healthcare delivery. CESI, a state-of-the-art medical simulation center, hosts over 21,000 participants annually, providing extensive training for internal and external healthcare professionals. The 53,000-square-foot facility serves as a testing ground for novel healthcare solutions and fosters a collaborative environment where medical devices are developed and refined.
One notable example of CESI’s impact is the targeted training conducted to reduce catheter-associated urinary tract infections. This initiative successfully decreased occurrences by 30% within five months, exemplifying the efficacy of simulation-based learning in addressing acute healthcare challenges. By providing realistic scenarios and hands-on experiences, CESI ensures that healthcare professionals are well-prepared to handle various clinical scenarios, thereby improving patient safety and treatment outcomes.
Strategic Initiatives for Quality Improvement
Clinical Care Redesign and Cost Efficiency
The Clinical Care Redesign (CCR) program has become an integral part of Hartford HealthCare’s strategy to standardize quality and efficiency. It emphasizes quality and cost assessment to reduce care variations and ensure adherence to best-evidence practices. Through this initiative, clinical teams are encouraged to align on specific priorities, negotiate supply contracts that meet CCR objectives, and standardize care protocols. Dr. Kumar praises the comprehensive understanding and support from the system for CCR, which validates its positive impact.
The effectiveness of CCR is evident in its ability to eliminate unnecessary costs, with a target of $65 million in savings set for the current fiscal year. A notable achievement under this program is the consensus among spine surgeons to adopt a specific biologic agent system-wide, resulting in approximately $1.7 million in annual savings. Another successful initiative centered around optimizing blood utilization, aptly captured by the motto “Why two if one will do?” This approach, which underscores resource optimization without compromising patient care, has proven immensely beneficial.
Technology and Access Enhancements
In pursuing excellence, Hartford HealthCare leverages technology to enhance patient access and quality of care. The HHC 24/7 app, employing artificial intelligence, connects patients with real clinicians for primary care consultations around the clock. This strategic move reflects Dr. Kumar’s belief that increased access translates to higher quality healthcare. The app serves over 100 patients daily, breaking barriers in healthcare delivery and exemplifying how digital health solutions can bridge gaps in care access.
As technology becomes an essential component of modern healthcare, HHC’s investment in app-based services demonstrates its commitment to aligning innovation with patient-centered care. Such initiatives not only improve access but also empower patients to become active participants in their health management. Hartford HealthCare’s holistic approach to integrating technology into healthcare delivery represents an important step towards more responsive, efficient, and patient-friendly healthcare systems.
Recognitions and Milestones
Unwavering Commitment to Quality
Hartford HealthCare’s dedication to safety and quality has earned it numerous accolades and recognition at both regional and national levels. All seven of its hospitals received a perfect “A” safety grade from the Leapfrog Group, placing HHC as the only system in its geographical area to achieve this feat. The organization also excels in specialized care areas, boasting the top-ranking mitral-valve surgery and transplant program based on national ratings. Recognition for its infection prevention measures further exemplifies Hartford HealthCare’s commitment to setting high standards in medical care.
Consistently receiving high ratings from Medicare and boasting Connecticut’s highest average star rating, HHC’s achievements underscore its superior healthcare service delivery. Additionally, numerous Healthgrades awards across specialties attest to the system’s unwavering dedication to providing high-quality medical care. These recognitions testify to HHC’s ability to maintain excellence in safety and quality, earning it acclaim from both patients and industry peers.
A Leader in Innovation
In the competitive landscape of healthcare, where providers continuously strive for excellence, Hartford HealthCare (HHC) has set itself apart by winning the prestigious 2025 AHA Quest for Quality Prize, awarded by the American Hospital Association. This esteemed recognition signifies a major accomplishment for HHC, highlighting their outstanding leadership and unwavering commitment to innovative healthcare quality improvements. Their efforts not only advance the health of communities but also elevate standards across the industry. HHC’s dedication to maintaining high standards, fostering a robust culture of safety, and emphasizing accountability and patient-centered care has positioned them as a shining example for other healthcare entities. As healthcare challenges grow, institutions like HHC play a pivotal role in shaping the future by leading with vision and perseverance, ensuring that quality care doesn’t just meet but exceeds expectations, setting a benchmark for others to follow on the path to better community health outcomes.
