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After much discussion and consideration, the ACHE Board of Governors and leadership team have decided to cancel the 2020 Congress on Healthcare Leadership due to the need for leaders and healthcare organizations to manage their responses to coronavirus (COVID-19) within their communities. Learn more at

135 – Building a Center for Innovation and an Innovative Culture in a Health System

Thursday, March 26th

About the Session

This session will be held at the Hyatt Regency Chicago; includes a 15-minute break.

The presenters’ organization has always had an innovative culture focused on medical science discovery and devices. Having just completed an EHR implementation, and recognizing the movement of consumerism and technology transformation that is widespread in other industries and taking hold in healthcare, the organization aimed to create a patient-provider friendly journey working with a group called DIOP (Digital Innovation Obsessed People). This seminar will focus on the presenters’ experience with this journey.

Supported by funding and strong backing by the CEO, changes were quickly made, and a Center for Innovation was born. Significant developments to date include improvement in care pathways, which reduced care variation and phone calls post procedures to physician offices (a 50 percent reduction to date); a patient reminder and two-way texting solution that has reduced calls to physician front desks to almost zero; a robotic process automation program, including implementation of four RPA projects with 16 more planned; a consumer engagement app built on the vision of one patient, one record, one portal, one application; a chatbot which, in three months, has been responsible for 36 hires; and efforts to expand telemedicine to multiple areas. Learn how The Center for Innovation is targeting ideas from every area of the organization to support patients and providers.

Learning Objectives:

  • Understand how a small group can begin to make a significant difference by changing organizational culture to become more digitally enabled.
  • Explore how to move efforts from a small group to having significant numbers of employees embrace consumerism in healthcare.


Presented By

Roberta L. Schwartz, PhD, FACHE

Executive Vice President/Chief Innovation Officer, Chief Executive Officer
Houston Methodist

LeTesha D. Montgomery, RN, FACHE

Vice President, Operations and Patient Access
Houston Methodist Physician Organization, Houston Methodist

Kenneth Letkeman

Senior Vice President/CIO
Houston Methodist

Thomas Vernon

Vice President, Talent and Experience
Houston Methodist

Murat Uralkan

Innovation Program Manager
Houston Methodist