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The 2012 National Forum will begin on Sunday, December 9, and continue through Wednesday, December 12.


Sunday, December 9 and Monday, December 10:

The National Forum offers Learning Labs, Minicourses, Virtual Site Visits, a Scientific Symposium, and Forum Excursions, which are pre-conference, highly interactive sessions. Learning Labs last for a half-day, while the Scientific Symposium, Minicourses, Virtual Site Visits, and Excursions are full-day sessions.  


Tuesday, December 11 and Wednesday, December 12:

The two-day General Conference typically features four keynote presentations, more than 100 workshops, a full Exhibit Hall, the National Forum Bookstore, quality improvement storyboards, a CEO and Leadership Summit, and numerous opportunities for networking, including Special Interest Breakfasts.

Detailed Agenda

Sunday, December 9, 2012
Learning Labs


7:00 AM – 6:00 PM
Registration open


11:00 AM – 12:00 PM
National Forum Orientation (optional)
1:00 PM – 4:30 PM Learning Labs
​5:00 PM - 7:00 PM ​International Attendee Meeting
Monday, December 10, 2012
Minicourses, Scientific Symposium, and Forum Excursions   
7:00 AM – 8:00 AM National Forum Orientation (optional)
and Continental Breakfast (Minicourse and Excursion Attendees)
7:00 AM – 6:00 PM
Registration open
8:30 AM – 4:30 PM 
Minicourses (lunch provided)

8:30 AM – 4:30 PM
Scientific Symposium (lunch provided) at the Gaylord Palms: Presented in Partnership with
8:30 AM - 4:30 PM
Virtual Site Visits (lunch provided)
8:30 AM – 5:00 PM
Forum Excursions (lunch provided), meet at the Gaylord Palms
1:00 PM - 4:30 PM


Facilitated by Don Berwick, MD, MPP
3:30 PM – 6:30 PM
Welcome Reception in Exhibit Hall
Tuesday, December 11, 2012
General Conference Day One
7:00 AM – 8:00 AM
Registration, Continental Breakfast,
National Forum Orientation (optional)​
8:00 AM – 9:00 AM​
Keynote One​: Maureen Bisognano


9:30 AM – 10:45 AM​ Workshop A​
11:15 AM – 12:30 PM Workshop B (repeat of A workshops)
12:30 PM – 1:30 PM Lunch
1:30 PM – 2:45 PM
Workshop C
3:15 PM – 4:15 PM
Keynote Two: Anna Deavere Smith
4:30 PM – 6:30 PM
Storyboard Reception in Exhibit Hall
6:00 PM - 8:00 PM Dine Arounds
​Informal dinner outings and conversation
​6:30 PM -9:30 PM ​Forum After Dark
​A free event with movies, games, and networking.

Movie show times:
Escape Fire
Showtime: 7:30 PM
Vinoy, North Tower

Money & Medicine
Showtime: 8:00 PM
Sawgrass, North Tower
Wednesday, December 12, 2012
General Conference Day Two


7:00 AM – 8:00 AM
Continental Breakfast
7:00 AM – 7:45 AM
8:00 AM – 9:00 AM
Keynote Three: Dan Heath
9:30 AM – 10:45 AM
Workshop D
11:15 AM – 12:30 PM​ Workshop  E (repeat of D workshops)​
12:30 PM – 1:30 PM​ Lunch​
1:30 PM – 2:30 PM Keynote Four: Donald Berwick, MD, MPP

National Forum Excursions 

Forum Excursions: Quality Improvement Field Trips
Monday, December 10, 8:30 AM – 5:00 PM
Join us on Monday, December 10 for an all-day field trip to investigate how global businesses based in Orlando pursue continuous quality improvement. Health care organizations perform many of the same underlying functions as companies in other industries — join us as we take advantage of shared learning on these energizing Excursions.

Field trips start at the Gaylord Palms Resort and Convention Center. Participants will then travel to their selected destination for a three-hour tour and presentation led by destination staff and IHI faculty. Afterward, attendees will explore the lessons learned and their applicability to health care during an afternoon "deep dive" led by IHI faculty.
Please note:
  • Complimentary transportation will be provided to and from the Gaylord Palms Convention Center.
  • Excursions will likely involve walking long distances, but are accessible to all.
  • Visits will take place rain or shine.
  • Space is limited to 45 participants per Excursion.
  • Breakfast and lunch are included.


The 2012 Forum Excursions are:


FE1: Marriott World Center: Managing Large-Scale Operations and Flow

Learn how the Marriott handles the flow of large volumes of visitors, yet still manages to offer superb customer service in the front office; adhere to tight schedules in the banquet kitchen; run a golf club; tend to every detail of event and convention services; and manage daily housekeeping operations.


FE2: Universal Orlando®: Safety and Reliability

Discover how Universal’s Creative Team produces impressive stunts and spectacles while ensuring the protection of staff and visitors, operating as a culture of safety first.

FE3: Central Florida Zoo: Patient Care and Operations

Take a behind-the-scenes tour to learn how animal experts care for over 400 of their patients: Wild animals!

FE4: Seaworld®: Managing Complex Systems

See for yourself how this popular destination creates and reliably executes complex processes to care for thousands of animals, support staff, and manage animal rescue operations.

FE5: EA SPORTS–Tiburon: Innovation and Creativity

Join the leaders in the video game industry as they describe how they foster an environment of continuous innovation and creativity. Participate in EA SPORTS–Tiburon’s new product design processes, learn about their methods for keeping pace with customer preferences, and explore their approach of team engagement.


FE6: Gaylord Palms: Joy in Work and Customer Satisfaction

Learn how this large hotel and convention center improved operating margin, increased customer satisfaction, enhanced workforce morale, and reduced employee attrition by incorporating joy in work.

NEW in 2012: Virtual Site Visits

Monday, December 10, 8:30 AM - 4:30 PM

$615 for a morning and afternoon virtual site visit

Virtual Site Visits allow attendees to gain an in-depth understanding of how
improvement work is accomplished within best practice organizations, via virtual tours and video interviews with front-line staff and leadership. Attendees will choose two organizations to visit virtually, learning about their improvement processes, obstacles, and successes.


Morning Site Visits (choose one): 8:30 AM - 12:00 PM

  • Bellin Health System, Green Bay, WI
  • Geisinger Health System, Danville, PA
  • Henry Ford Health System, Detroit, MI (Malcolm Baldrige National Quality Award Winner)
  • Jonkoping Medical Center, Jonkoping, Sweden
  • North Shore Long Island Jewish Health System, Lake Success, NY


Afternoon Site Visits (choose one): 1:00 PM - 4:30 PM

  • Picker Foundation, Camden, ME
  • Schneck Medical Center, Seymour, IN (Malcolm Baldrige National Quality Award Winner)
  • Southcentral Foundation, Anchorage, AK ​(Malcolm Baldrige National Quality Award Winner)
  • Virginia Mason Medical Center, Seattle, WA
  • Kaiser Permanente, CA

Scientific Symposium / CEO and Leadership Summit​ 


18th Annual International Scientific Symposium on Improving the Quality and Value of Health Care

Presented in partnership with

Monday, December 10, 8:30 AM – 4:30 PM



The Scientific Symposium features rapid-fire presentations of peer-reviewed papers, with an afternoon storyboard session. The focus is on advances in improvement research in health services delivery and health professions education.


The goals of the Symposium are:

  • To encourage, accelerate, and improve the science of continuous improvement in health care and health professions education

  • To provide a forum in which investigators from around the world can introduce new work for peer review and discussion


This program will conclude with a presentation from Mary Dixon-Wood, BA, DipStat, MSc, DPhil, Department of Health Sciences, School of Medicine, University of Leicester, UK. Professor Dixon-Woods’ presentation is entitled "Improving Improvement Science." Abstracts will be competitively selected through peer-review. Prior presentations are available at


15th Annual CEO and Leadership Summit

Tuesday, December 11, 9:30 AM - 2:45 PM

$595 (included with General Conference fee)


IHI’s National Forum CEO Summit is an extended workshop designed specifically for CEOs and their executive leadership team. During this unique program, speakers from both within and outside health care will share strategies and successes of leading organization-wide culture change and innovation. This interactive and invigorating session will focus on novel ways to accelerate improvement to care at the individual, system, and whole country level.


For further details or to register, please email