When Leaders Decide to Change “The Way We Run the Place”

In this episode of Habitual Excellence, Ken Segel speaks with Dr. James Shamiyeh, Chief Operating Officer at University Tennessee Medical, about the organization’s Everyday Excellence journey and what it takes to build sustainable improvement in healthcare.Dr. Shamiyeh shares how UT Medical is moving beyond traditional improvement efforts by creating a frontline-driven operating system centered on daily problem-solving, coaching, and leadership development. He reflects on the lessons learned through implementing tiered huddles, empowering teams to solve problems to root, and building a culture grounded in psychological safety and collaboration.Together, they discuss the realities of leading transformation work in healthcare today, including the importance of reflection, vulnerability, and long-term commitment. The conversation highlights how investing in people closest to the work is helping UT Medical strengthen engagement, improve safety, and create lasting operational and cultural change across the organization.