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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

37X – The Leadership Behavior Change Needed to Build a Culture of Continuous Improvement

Monday, March 23rd

About the Session

This seminar will cover the five behaviors necessary for building an improvement culture. The idea is inspired by a 2017 article in the NEJM Catalyst by John S. Toussaint, MD. Seminar faculty will introduce a simple self-rating tool that is displayed as a radar chart. This tool has been tested on hundreds of executives around the world and has led to better organizational performance in many cases.

For example, executives at San Francisco General Hospital have seen significant improvement in ED throughput by focusing on executive behaviors. The same is true at UMass Memorial in Worcester, Mass. The tool points executives to where they should focus on changing themselves and highlights the five behavioral dimensions of willingness, humility, curiosity, perseverance and self-discipline. Within these dimensions, there are specific observable behaviors. Examples include going to the place of work to understand, asking open-ended questions and making time each week for reflection. Faculty will define these dimensions and the observable behaviors and discuss how to use the radar chart to improve your leadership behavior over time.

Learning Objectives:

  • Understand how to use a self-rating system to improve personal leadership behavior.
  • Review the principles of a continuous improvement culture.


Presented By

John S. Toussaint, MD

Executive Board Chairman