Zero harm 24/7: High reliability lessons from Mayo Clinic
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For organizations serious about safety, the question isn’t whether zero harm is possible, but instead how to make it operational every day.
In this episode of PG Pulse, Dr. Tejal Gandhi, Press Ganey’s Chief Safety and Transformation Officer speaks with Mayo Clinic leaders, Subashnie Devkaran, Chief Quality Officer, and Sean Dowdy, Chief Value Officer, about what it takes to sustain Zero Harm 24/7 in a complex, high-performing health system.
Together, they explore how safety culture, transparency, and disciplined daily management systems create reliability at scale and why small behaviors reinforce trust in high-risk environments.
This conversation covers:
- What Zero-Harm 24/7 requires from leaders
- How social capital reinforces reliability
- Designing systems that surface risk early
- Engaging patients and families as partners in safety
- Why safety, value, and the Human Experience are inseparable