Break free of healthcare paradigms and discover how organizations in other industries improve. You’ll have exclusive access to their facilities and staff for an all-day adventure to investigate how these Orlando-based, global businesses pursue continuous quality improvement.

Dece​m​ber 9

Universal Orlando®:​ Safety and Reliability
Go backstage at Universal Orlando® and learn how the stunt team ensures the safety of staff and visitors during high-risk stunts. Learn how the team addresses reliability during hand-offs and staffing changes and how it handles unexpected events.
Second Harvest Food Bank of Central Florida
Learn about the strategic planning, management, and daily operations of a community-based organization that addresses social determinants of health through food security. Second Harvest Food Bank collects, stores, and distributes donated food to more than 550 partners in six counties. Participants will also volunteer for two hours at the Food Bank, an experiential learning opportunity that provides time to ask questions of frontline workers.
Central Florida Zoo: Patient Care, Safety, and Engagement
Go "backstage" at the Central Florida Zoo, a community-based organization engaged in the care of very special "patients." Learn how they approach preventative care techniques, community and staff engagement, efficient safety processes, and ways to stay competitive as a community facility with many large competitors nearby.

Gaylord Palms Resort: Joy in Work and Customer Satisfaction
Visit Gaylord Palms, a large hotel and convention center, and learn how it has improved its operating margin, increased customer satisfaction, enhanced workforce morale, and reduced employee attrition by focusing on employee satisfaction and joy in work.
Brad Brewer Golf Academy: Leadership Lessons from the Links​
PGA and LPGA professionals, instructors, and fitness experts will lead discussions and exercises focusing on behavioral health, improvement science, joy in work, and leadership. Participants will also have an opportunity to implement tests of change with their own golf game.
Orlando Health System: Delivering Great Care with High Reliability
​Get a behind-the-scenes look at how Orlando Health System has fostered the deep engagement of its clinicians, staff, and patients through a focus on teamwork and results. Learn how Orlando Health's quality ​structure helped providers deal with the events of the Pulse Nightclub tragedy.
Marriott World Center: Managing Large-Scale Operations
Learn how the Marriott World Center expertly handles the flow of large volumes of visitors yet offers superb customer service, serves an average of 1 million plates per year, manages the logistics of Lost & Found, and manages housekeeping operations. Employee retention and recognition will also be discussed.


Monday, December 9​

8:00 AM – 4:00 PM​​​

4:30 PM – 5:30 PM

5:45 PM – 6:45 PM


Pre-Conference Welcome Reception

Pre-Conference Keynote​

​​CE Credits

Available credits for 2019 IHI National Forum are currently under evaluation and expected in October 2019. The 2018 edition offered a maximum of 20.25 credits for physicians, nurses, pharmacists, and certified professionals in health care quality in 2018.​​​

​​Pre-Conference Fees

Monday, December 9, 201​9​ ​