High Reliability Health Care Academy

Embracing High Reliability to Build Our New Normal

An interactive webinar series to help current and aspiring leaders emerge stronger from the pandemic.
Co-sponsored by:

Safe & Reliable Healthcare

June 3, 10 & 17, 2021 from 1:30-2:30 pm ET

Managing the pandemic completely changed expectations for healthcare teams and their leaders. We often hear about the new normal, but what does that mean in terms of changes to day-to-day operations?

Over three consecutive weeks, the series will review the leadership skills, activities and behaviors that can create happier, healthier teams and lead to better experiences for patients.

    Expert faculty and participants will reflect together on multiple case studies and experiences to examine the individual, team and organizational interventions that create the greatest impact.

    Topics covered will include key tenets of High Reliability culture, such as accountability, psychological safety, and resilience.

  • Webinars will be held on 3 consecutive Thursdays from 1:30-2:30 pm Eastern - June 3, 10 and 17.
  • Registration includes all 3 sessions. Webinars will be recorded for on-demand access following the live program.
  • Participants will receive communications prior to each webinar with detailed instructions and program material.

Session Overview

Utilizing real life cases, faculty will examine and discuss effective leadership strategies and interventions that provided the most effective support to front-line teams during the pandemic.
Participants will have the opportunity to engage in reflective exercises that will deepen their understanding of the role that psychological safety and personal accountability play in building strong teams.
Learning Objectives:
  • Discuss the framework for high reliability healthcare.
  • Define psychological safety & personal accountability in the context of high reliability.
  • Identify successful and unsuccessful approaches to improving psychological safety.
  • Use effective leadership skills, behaviors and activities for practical implementation.


Building on the concepts of psychological safety and personal accountability, this session will explore ways participants can support teams and leaders and increase resilience.
Content will include the effective use of Visual Management Systems to offer mechanisms that provide better visibility, sensitivity to operations and deference to expertise.
Learning Objectives:
  • Define resilience, personal burnout and team burnout.
  • Explore the role of visual management systems in daily operations.
  • Identify the leadership skills, behaviors and activities required to effectively use visual management systems.

With decreases in volumes and revenues, and potential increases in staff turnover after the pandemic, healthcare organizations need to find ways to work smarter, safer and with less waste.
High Reliability isn’t just about patient safety: it's about getting it right the first time. What are the leadership practices that will allow you to design new models of care without chaos and disruption?
Learning Objectives:
  • Discuss lessons learned after reviewing the framework for high reliability healthcare.
  • Identify personalized takeaways to support individual leadership practice in the future, including skills, behaviors and activities.
  • Explain leadership practices that should be discontinued.

Who Should Attend?

Teams or individuals who are responsible for implementing and maintaining operational efficiencies, throughput, and optimizing patient flow in acute care hospitals​, long-term care or skilled nursing facilities. 

Application for credits has been filed with the Thomas Jefferson University Office of Continuing Professional Development. Determination of credits is pending.

Registration Fees

Online Virtual Program  - $99 USD per person
Groups of 3 or more - $79 USD per person 

Lead Faculty

Amelia Brooks, MSc 
Chief Knowledge and Implementation Officer          


A globally recognized expert in patient safety, high reliability and quality improvement with a background in human factors, culture change and large scale improvement efforts. Ms. Brooks has over 15 years’ experience of driving improvement in healthcare around the world from both internal and consultative roles.

Ms. Brooks has worked operationally in management and leadership roles in primary care, acute care, regional and national organizations and most recently completed four years as Senior Director (Europe & Patient Safety) at the Institute for Healthcare Improvement (IHI) where she remains as Senior Faculty. She has has been instrumental in developing theoretical and practical concepts in the field including designing a revised approach to Just Culture and being core faculty for the IHI Patient Safety Executive Development Program.

Ms. Brooks is a Generation Q Fellow with the Health Foundation (UK) and regularly presents at international and national conferences. Miss Brooks has supported many organizations on transformational journeys to high reliability and improved quality, including running a European leadership network with senior leader representatives from up to 12 countries at a time. She has also contributed to the design and development of several significant contributions to the field including creating the Life QI improvement system in partnership with SeeData. 

Allan Frankel, MD
Chief Executive Officer


Dr. Frankel is an internationally recognized expert in high reliability with a deep focus on leadership and culture change. Over the last three decades, Dr. Frankel has assessed more than 1000 organizations and trained and certified more than 3000 healthcare leaders and managers in safety and reliability. As Senior Faculty for the IHI and the Intermountain Advanced Training Program [ATP], Dr. Frankel has designed and led well-published efforts to transform national health systems, large health plans with millions of members, and integrated care delivery systems in North America, the NHS UK and Scotland, Hong Kong, and the Gulf Region. Dr. Frankel’s career in high reliability has been highlighted by serial innovations and contributions to the field. Some of these include co-development of surveys including the SAQ survey (1994), the AHRQ/SOPS family of surveys (2002), and the SCORE High Reliability Assessment Tool (2014); Executive Healthcare WalkRounds (2001); the Global Trigger Tool to measure all cause harm (2003); and LENS High Reliability Huddle boards (2016). Dr. Frankel continues to serve as a senior advisor for reliability and safety for the Military Health System; Kaiser Permanente; Mayo Clinic; the Veterans Health Administration and several other leading systems.

Dr. Frankel serves as a longtime co-editor of the Joint Commission’s Essential Guide for Patient Safety Officers along with his business partner, Dr. Michael Leonard. Key tenets of the central framework for high reliability that Safe & Reliable Healthcare co-developed and co-published with the Institute of Healthcare Improvement, including those related to assessment and change management, have been adopted by various organizations including the Joint Commission’s ORO 2.0 program. Dr. Frankel continues to develop and share field-defining insights on high reliability and is the author of three books and numerous peer-reviewed publications.  

In the mid-90s, Dr. Frankel served as the first physician Patient Safety Officer in the United States for the Harvard hospitals / Partners Healthcare.

Maureen Ann Frye, MSN, CRNP, ANP-BC, CPPS, CPHQ
Senior High Reliability Expert 



Maureen Ann Frye is passionate about leading organizations to high reliability by integrating the best practices around patient safety, patient experience and workforce safety and engagement into operational frameworks.   Maureen is a seasoned patient safety and quality leader with nearly 3 decades of innovative leadership directly aimed at culture, the fabric of an organization.

Prior to joining Safe and Reliable, Maureen was the Senior Director of the Center for Patient Safety and Healthcare Quality at Abington Jefferson Health.  During her tenure, strategic efforts aimed at governance, leadership, physician and staff resulted in the creation of structures, processes and educational that led the organization to the reduction of preventable harm by 95% since 2007.  

Maureen was a 2016 Malcolm Baldrige Fellow focusing her capstone efforts on “Optimizing Reliability to Improve Patient Safety and the Experience”, integrating these key success factors and measures.  In 2008, Maureen was a principal investigator of the landmark research, “Adverse Events in Hospitals”, sponsored by the DHHS/ OIG. She is a popular national presenter and innovator in patient safety and quality and has been featured at the National Patient Safety Foundation (NPSF), National Association of Healthcare Quality (NAHQ), American Society for Healthcare Risk Management (ASHRM) and local / private organizations.  A Master TeamSTEPPS trainer and GE-certified Master Change Agent, Maureen co-designed and led the systematic approaches for Abington Jefferson Health’s "Journey to High Reliability."

Ms. Frye earned her Bachelor of Science in Nursing degree from the University of the State of New York.  She has extensive clinical experience as an Emergency/Primary Care Nurse Practitioner, a degree earned from the University of Alabama in Birmingham. She holds a Master of Science in Nursing degree from La Salle University.  She is an ANCC-certified Adult Nurse Practitioner, a certified professional in patient safety (CPPS) from NPSF, and a certified professional in healthcare quality (CPHQ) from NAHQ. She is adjunct faculty for several universities and a member of the Board of Examiners for the National Baldrige Excellence Program, serving as senior examiner and as an independent consultant.   Ms. Frye understands the essential role of organizational alignment and the integration of strategy to engage the workforce and achieve exceptional outcomes.


About Safe and Reliable Healthcare: At Safe & Reliable Healthcare, our goal is for engaged healthcare teams to provide the highest quality care possible, care that is truly safe and reliable.  Our belief and experience demonstrate that organizations who excel in creating healthy cultures, harnessing knowledge, building learning systems and developing transformational leaders are better positioned to achieve High Reliability and failure-free operations over time.  We work with individuals and organizations to embed our Framework for High Reliability, using enabling technologies and results-oriented consulting to co-create sustainable transformation for and with our clients.