What if patient safety, staff wellbeing, and hospital financial performance are not separate problems to balance, but one connected system?

In this episode of the Chief Healthcare Officer Podcast, Dr. Fatih Mehmet Gül sits down with Ken Segel, co-founder and former CEO of Value Capture, and Shana Padgett, Value Capture’s current CEO, to explore the philosophy and practice of Zero Harm in healthcare.

Together, they unpack how hospitals can move beyond safety campaigns and improvement projects to build an operating system where harm prevention, psychological safety, frontline problem-solving, staff engagement, cost discipline, and technology all work together.

Ken shares lessons from working alongside the late Paul O’Neill, whose leadership thinking helped bring Zero Harm from high-reliability industries into healthcare. Shana reflects on her own journey from frontline healthcare operations to improvement science, and why she first came to Value Capture partly to challenge the idea that Zero Harm was truly possible.

The conversation also explores why safety cannot be treated as a nursing initiative alone, why hospital leaders must leave their offices and observe real work, how mistakes should become learning rather than punishment, and how AI and digital tools must earn their place by solving real problems at the bedside.

In this episode, you’ll hear about:

• What Zero Harm really means in healthcare
• Why safety should be the way hospitals run the business, not an extra initiative
• How patient safety, staff joy, quality, flow, and cost are deeply connected
• Why punitive cultures prevent true improvement
• How psychological safety helps frontline teams speak the truth
• Why many Lean and improvement projects fail to sustain progress
• How hospital CEOs can better understand daily work by going to the frontline
• The role of technology, EHRs, and AI in harm-free care
• The leadership legacy of Paul O’Neill and the future of Value Capture

This is a conversation for healthcare executives, hospital CEOs, clinical leaders, quality and safety teams, and anyone interested in building safer, more humane, and more reliable healthcare systems.

Check out Dr. Fatih's Connected Care Book on Amazon:
https://www.amazon.com/Connected-Care-Transformation-Human-Centred-Healthcare/dp/9699797118

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