Johns Hopkins' Redonda Miller is working to improve the patient experience

(Jon Shaw)

Redonda Miller, M.D., President, Johns Hopkins Hospital

Age: 53

Education: Miller received her MBA from Johns Hopkins University Carey Business School, her medical degree from Johns Hopkins University School of Medicine and a bachelor's in biology with a minor in economics from The Ohio State University.

About her: In 2016, Miller became the first woman to lead Johns Hopkins Hospital, a $2.5 billion academic medical center with over 11,000 employees. Among her first tasks: building a new leadership team for the hospital including finding a new chief operating officer, chief financial officer, chief nursing officer, chief medical officer, and vice president of Human Resources. She led the new team in becoming more visible and approachable, launching several new programs such as executive leadership rounds, an employee newsletter, Leadership Engagement and Development forums and an Executive Response Team.

Earlier this year, the hospital joined a collaboration with nine other city hospitals, along with the nonprofit Health Care for the Homeless and the city of Baltimore, to provide 200 units of supportive housing and other wraparound services for individuals who are experiencing or at risk of homelessness. In 2019, Miller has also led efforts to improve the patient experience with the hospital's launch of best practices training for communication called Connect-Partner-Reflect, the development of a campus wayfinding app and the expansion of MyChart Bedside, where patients use bedside tablets to view important information during their inpatient stays. The hospital's HCAHPS scores recently rose to the 95th percentile, and it became the first academic medical center in the U.S. to receive Planetree International's gold certification in person-centered care. 

First job: Working the graveyard shift—6 p.m. to 6 a.m. weekends—as a waitress at a Bob Evans restaurant. "This first job taught me the importance of customer service as well as the value of hard work."

Accomplishment she's most proud of: "The creation of a new leadership team committed to transparency, openness, and approachability. … These initiatives have resulted in more feedback from both managers and front-line staff, and our employees tell us that they are grateful for the many new and meaningful connections to leadership."

Problem she's most passionate about trying to solve: "I am particularly passionate about finding ways to enhance the health and wellness of socioeconomically challenged communities through innovative programs and partnerships. … At The Johns Hopkins Hospital, one initiative I’m particularly excited about is our unique new collaboration with all city hospitals, a local nonprofit and the city of Baltimore to provide supportive housing for individuals who are experiencing or at risk of homelessness. A pilot of this initiative showed a more than 50% reduction in emergency department use and a 33% reduction in total cost of care for participants. These impressive results show that we can create meaningful change through thoughtful, collaborative efforts targeted to our most vulnerable populations."

Book she recommends: “Dreamland: The True Tale of America’s Opiate Epidemic” by Sam Quinones. This book, which uses vivid storytelling to trace the influx of cheap black tar heroin from Mexico and the rise of addictive painkillers from the pharmaceutical industry, provides insight into the origins of and many facets to what has become a devastating and widespread health concern."

Advice she'd give her younger self: "I would tell myself not to be afraid to take career risks. When I became a physician, I never imagined that I would detour onto a career path that would result in leadership of The Johns Hopkins Hospital. In fact, my hesitancy to step off the usual academic medicine path delayed my entry into the administrative side of medicine. Only after much soul-searching did I decide to 'take a chance' and follow a new and uncharted career path. I found I relished the new challenges which brought greater career satisfaction and growth."

What she'd do with her career if it wasn't this: Health economist. It combines my passion for healthcare and my love of math and finance in a field that would allow me to tackle important societal issues from a high-level policy perspective. 

Johns Hopkins' Redonda Miller is working to improve the patient experience

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