1. Davenport, Paul B. MBA, BSN, RN, EMTP, CMTE
  2. Carter, Kimberly F. PhD, RN, NEA-BC
  3. Echternach, Jeffrey M. BBA, AAS, NRP, DSC
  4. Tuck, Christopher R. MBA


High-reliability organizations (HROs) demonstrate unique and consistent characteristics, including operational sensitivity and control, situational awareness, hyperacute use of technology and data, and actionable process transformation. System complexity and reliance on information-based processes challenge healthcare organizations to replicate HRO processes. This article describes a healthcare organization's 3-year journey to achieve key HRO features to deliver high-quality, patient-centric care via an operations center powered by the principles of high-reliability data and software to impact patient throughput and flow.