Home/Leveraging Lean Six Sigma to Prevent Errors from Recurring

Leveraging Lean Six Sigma to Prevent Errors from Recurring 

DATE: Thursday, March 17, 2022
Noon – 1 p.m. CST



Mistakes and errors can have significant consequences for long-term and senior care, especially among vulnerable residents. Not only do they impact revenue, census, and consumer satisfaction, but they can be the difference between life and death. Mistakes or errors are often resolved singly and sometimes involve disciplining employees who were unknowingly set up for failure.  

By leveraging Lean Six Sigma (LSS) methodology, organizations can turn mistakes into opportunities for ongoing quality improvement and eliminate a culture of blame, leading to better clinical, operational, and financial outcomes. This webinar will show participants how to use LSS tools to look deeper when mistakes occur, empowering them to analyze and resolve underlying causes and process issues that might otherwise cause errors to recur.  


  • Review Lean Six Sigma’s tools for identifying the root cause of an error and fixing the underlying process that created the problem 

  • Understand the difference between special cause variation (people mistakes) and process instability (process mistakes)

  • Learn how to gather data, analyze it, and develop resolutions using practical examples 

Pam Kramer has been involved in process development and improvement in every company with whom she has been associated during her more than 35 years in the pharmaceutical industry. She has worked across the country with agencies, hospitals, healthcare centers, and pharmaceutical/biotechnology manufacturers, creating award-winning strategies and programs in oncology, cardiology, infectious diseases, pharmacy, and more for such noted clients as Abbott Laboratories, Parke-Davis, and Genentech. She joined Forum in 2004 as Director of Marketing & Client Relations, working with client facilities to align pharmacy services to customer needs. With a unique background that balances strategic planning and operational process development with a keen understanding of what her customers need, she was named Vice President of Business Operations in 2007 and Executive Vice President in 2011. Responsible for development and implementation of Forum’s overall company strategy, as well as overseeing pharmacy and business operations, she is intimately involved in optimizing infrastructure and services to create exceptional value for customers. Pam also serves as the pharmacy’s lead educator, developing programs on compliance, controlled substance regulations, reimbursement, industry trends, process development, and procedural improvement. With particular expertise in electronic health records and reimbursement, Pam has been a speaker at educational meetings, family nights, and conferences such as the American Society of Consultant Pharmacists, Illinois Health Care Association, and the Leading Age, Illinois. She holds a Bachelor’s degree from New York University and is a Licensed Pharmacy Technician.

After working with a skilled nursing chain, Joanne joined Forum in 2004 as Billing & Reimbursement Manager and was named Director of Financial Services in 2011. 

During an overseas relocation she held several financial positions in multinational companies that comprised corporate strategic planning, change management, and process improvement.This included serving as Finance Director / Regional Head for Asia Pacific at Reed Elsevier, where she was responsible for Lexis Nexis Asia Pacific operations and served as a Tower Lead for Lexis Nexis United States Operations. 

She returned in 2014 as Forum’s Director of Compliance and Accreditation and has managed the company’s Lean Six Sigma initiatives. Named VP of Billing & Corporate Compliance in 2019, Joanne oversees Forum’s financial operations and serves as the company’s chief compliance officer. 

In 2021, Joanne was named a Top 100 Healthcare Visionary by the International Forum on Advancements in Healthcare (IFAH). Joanne holds a Bachelor of Science in Management Economics, a Master’s in Business Administration, a Certificate in Business Information Systems, is Certified in Healthcare Compliance, is a Licensed Pharmacy Technician, and has a Green Belt in Lean Six Sigma


Nursing: This program has been approved for one clock hour of continuing education credit by The Illinois Board of Nursing, an approved sponsor of continuing education by the Illinois Department of Professional Regulation.  

Administrators: This program has been approved for one clock hour of continuing education credit by the National Continuing Education Review Services (NCERS) of the National Association of Long-Term Care Administrator Boards (NAB) – Approval #20230603-1.25-A84482-DL


PLEASE NOTE: Attendees must submit their documentation directly to their respective state boards, associations, or licensing agencies. Forum Extended Care Services provides CE certificates only to attendees.


Pamela Bryan Kramer
Pamela Bryan Kramer BA, LPhT
Joanne Marie Cu
Joanne Marie CuBS, MBA, CHC, LPhT

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