About Miller: 5 to Thrive

5 to Thrive Launch Follow Up

Dear Colleagues,

I’ve enjoyed meeting many of you at our satellite facilities and around campus the past several weeks as we continue to share our exciting new initiative, 5 to Thrive. Thank you for welcoming me, providing your perspective and allowing me to talk further about what’s ahead.

Your Valuable Input

The thoughtful feedback you’ve provided about how we can achieve the goals of our 5 to Thrive pillars, in People, Service, Quality, Growth and Operations, is the key to our success and greatly appreciated.

From our initial launch event in April to recent visits in Kendall, Lennar, Deerfield Beach and Medley, you have shared your ideas around communication, clinical operations, training and education. We heard you and are taking steps across these areas and more.

Please continue to share your thoughts moving forward by emailing us at FivetoThrive@med.miami.edu, as you play a critical role in helping us further define the goals and our future as a preeminent health system.

5 to Thrive Progress

  • Since launching 5 to Thrive, we are addressing important issues to give us a solid foundation for success. Together, as South Florida’s only academic medical center, we are transforming health care for our community. Here are a few highlights of some of the impactful changes already taking place.
  • In the Growth pillar, we are instituting a series of efficiencies to better connect with our patients. Among those moves is a physician database to help schedule patients with the appropriate physician by specialty, and we are starting to roll out text reminders about appointments in order to reduce the number of “no shows” in our clinics.
  • Our Call Center team has employed changes in procedure that have led to dramatic improvement in the Service pillar. Our median time to answer calls and our call abandonment rate have both improved by 70 percent, while the number of patients accessing our call center has increased by 15 percent!
  • There have been steps forward in IT that impact us all. Policy changes around a PC refresh and our cloud-based data center bring good news for increased security. There is also much anticipation for a new Enterprise Analytics Dashboard, which would allow us to centralize metrics for the entire clinical enterprise.
  • One of the very exciting Quality initiatives is the launch of our “Clinical Excellence Physician Council,” a system-wide, patient-centric approach to standardizing care and improving outcomes in a cost-effective manner. Based upon the latest industry standards, this project will involve every department in creating a culture of excellence for our entire enterprise.

These are just a few examples of the work under way. Join me in celebrating our progress as we work together to define our future. This is an exciting time to be part of our health system — and it will take all of us partnering to realize our bold ambitions for the benefit of those we serve.


Edward Abraham, M.D.
Executive Vice President for Health Affairs
CEO, UHealth