Nordic Chief Medical Officer Craig Joseph, MD, chats with Gary Kaplan, MD, CEO emeritus of Virginia Mason Franciscan Health. They discuss how Dr. Kaplan spearheaded a revolution in the patient experience at Virginia Mason, how a car company headquartered on the other side of the world inspired transformational change, and how his organization gained from openness and honesty in the face of adversity.

Show Notes:

[00:00] Intros

[01:40] Dr. Kaplan’s early years as CEO of Virginia Mason

[07:18] Pivoting from a physician-centered organization to a patient-centered organization

[13:30] Learning from the Toyota Production System

[27:29] Overcoming and growing from tragedy

[33:38] Implementing the Virginia Mason Production System

[40:25] Continued partnership with Toyota

[45:08] Dr. Kaplan’s favorite well-designed things

For a full transcript and more information, click here.

To learn more about Dr. Kaplan and Virginia Mason's journey, check out the book Transforming Health Care - Virginia Mason Medical Center's Pursuit of the Perfect Patient Experience by Charles Kenney. Click here to find out more