The Wisdom of a Healthcare IT Pioneer: Top 50 Quotes and Learnings from Judith R. Faulkner
Judith R. Faulkner, the enigmatic founder and CEO of Epic Systems, has built a healthcare IT behemoth from the ground up, all while fiercely maintaining its private ownership and unique corporate culture. Her leadership philosophy, often described as unconventional and deeply principled, has guided Epic to become a dominant force in electronic health records. Through her rare interviews and public appearances, a consistent set of values and insights emerges.
On Principled Leadership and Business Philosophy
Faulkner's approach to business is famously rooted in a set of core principles that prioritize long-term vision over short-term gains.
1. "Do not go public." This is the first and most famous of Epic's "Ten Commandments," a set of guiding principles for the company. It reflects her belief that remaining private allows Epic to focus on customers and product development without the pressure of quarterly earnings reports.[1][2]
2. "Do not be acquired." The second commandment underscores the company's commitment to independence and its long-term vision.[1][2]
3. "I'm a techie. And that's the key difference. Those guys were taught things like go public, make mergers and acquisitions. What was I taught? How to program." This quote highlights her background as a programmer and how it shaped a different set of priorities for Epic compared to competitors led by business executives.[3]
4. "What you put up with is what you stand for." This maxim emphasizes the importance of maintaining high standards and not tolerating mediocrity.
5. "Yes, if rather than no, because." Faulkner encourages a problem-solving and proactive mindset, focusing on finding solutions rather than dwelling on obstacles.
6. "I never had any personal desire to be a wealthy billionaire living lavishly." This statement, made in her Giving Pledge letter, reflects her motivation, which is centered on the impact of her work rather than personal enrichment.[4]
7. "When they describe the work needed to you, they are often missing a lot and inadvertently making the work seem much simpler than it really is." A lesson learned from an early business loss, emphasizing the importance of thorough understanding and due diligence.[5]
8. "We are and will remain employee-owned and privately held so that our focus remains on our software and customers rather than outside investors." This statement reiterates the core belief that independence is crucial for serving the best interests of their clients.[6]
9. "Expectations = reality." One of Epic's guiding principles, stressing the importance of clear communication and delivering on promises.[1][2]
10. "Keep commitments." A fundamental principle that has built trust with Epic's long-term customers.[1][2]
On Innovation and Customer Focus
At the heart of Epic's success is a relentless focus on innovation driven by the needs of patients and healthcare providers.
11. "One of the things that made Epic strong when I wrote the original code was that it never occurred to me to do anything other than put the patient at the center." This foundational principle has guided Epic's software development from its inception.[3]
12. "Healthcare IT is more complex than rocket science." Faulkner uses this comparison to underscore the intricate and critical nature of developing healthcare technology.[7]
13. "We get magic done at Epic because we come to it with a 'Yes, if' approach." This philosophy fosters a creative and solution-oriented environment for tackling complex challenges.
14. "The physician who could be replaced by technology should be." This statement reflects her belief that technology should handle routine tasks to free up physicians for more complex, human-centered aspects of care.[8]
15. "We call that imitate to innovate...it's good to have a Chief Innovation Officer, but you really also need a Chief Imitation Officer to watch what others are doing and share." This highlights a pragmatic approach to innovation, valuing the adoption and improvement of good ideas from any source.[9]
16. "There are things we create that our customers never asked us for — MyChart patient portal and Care Everywhere interoperability, for example — it was just us deciding to do those things." This demonstrates a proactive approach to innovation, anticipating future needs in healthcare.[10]
17. "When the first customer comes to us and says they'd like to buy it, we think, 'Oh my goodness, it needs a name and it needs a price. We don't have either.'" This anecdote illustrates that their focus is on creating valuable products first and foremost, rather than on the commercial aspects.[11]
18. "If you're a leader you're someone who can create your own structure – you'll be able to define what you need to do instead of waiting to be told what to do." This quote from a commencement speech encourages proactive and independent thinking.
19. "Be curious. There's so much to learn from everyone." A simple yet profound piece of advice on how to foster diverse connections and partnerships.[4]
20. "I was young, I didn't know it was hard. So I said sure, and I figured it out." Faulkner's reflection on the early days of building Epic showcases a can-do attitude and a willingness to tackle challenges head-on.[12]
On Company Culture and People
Faulkner has cultivated a unique and often quirky corporate culture at Epic's sprawling Verona, Wisconsin campus, designed to foster creativity and long-term employee satisfaction.
21. "The culture we try to preserve...we do staff meetings once a month, and everybody is required to attend." This highlights the importance of regular, all-hands communication in maintaining a cohesive culture.[9]
22. "I learned that long ago...what's the most important thing about managing? And he said, hire right and then you don't have to worry about it nearly as much." This underscores the critical importance of a rigorous hiring process to build a strong team.[9]
23. "Have fun, do good and make money." This mantra encapsulates the balanced and purposeful work environment she aims to create at Epic.[3]
24. "I give employees individual offices — a move she said 'pays back in spades in productivity.'" This contrarian approach to office design reflects a focus on deep work and employee well-being.[10]
25. She tells her employees “congratulations” when they do a good job, saving “thank yous” for personal favors. She believes "congratulations" acknowledges the employee's success, whereas "thank you" can imply the work was done for her benefit. This nuanced approach to employee recognition reflects a deep respect for individual achievement.[5]
26. "If you disagree, dissent. Once decided, support." This principle encourages open debate and constructive feedback, but ultimately requires alignment and commitment once a decision is made.[1][2]
27. "Focus on competency. Do not tolerate mediocrity." A core tenet of Epic's high-performance culture.[1][2]
28. "Teach philosophy and culture." This principle emphasizes the importance of actively transmitting the company's values to all employees.[1][2]
29. Faulkner is known for her unconventional, humble leadership style, often sitting among her employees and fostering collaboration. This approach breaks down hierarchical barriers and encourages open communication.[8]
30. Epic's quirky campus, with themed buildings and playful architecture, is a direct reflection of Faulkner's belief in creating an inspiring and enjoyable work environment. This investment in the physical workspace is seen as a key element of the company's culture.[9]
On Philanthropy and Personal Values
A signatory of the Giving Pledge, Faulkner has committed to giving away 99% of her wealth, reflecting a deep-seated belief in social responsibility.
31. "Many years ago I asked my young children what two things they needed from their parents. They said 'food and money.' I told them 'roots and wings.'" This personal anecdote is the guiding philosophy behind her philanthropy, which aims to provide basic needs and opportunities for others to achieve their potential.[4][10][13]
32. "My goal in pledging 99% of my assets to philanthropy is to help others with roots — food, warmth, shelter, healthcare, education — so they too can have wings." This is her stated mission for her philanthropic endeavors.[4][10]
33. "I thought, since I'm trying to give away my money, it'd be nice to work with people who have been doing this." Her pragmatic and collaborative approach extends to her philanthropy, seeking expertise from experienced philanthropists like Warren Buffett.[14]
34. Her family foundation, Roots & Wings, is focused on early childhood development, including health, education, and the well-being of children and their families.[14][15]
35. Faulkner is "methodical in her approach to philanthropy as she is in business," starting with a pilot project to learn about community needs before scaling her giving.[14]
36. She has established a trust to govern the sell-back of her Epic stock to fund her foundation, ensuring the stability of the company while ramping up her philanthropic giving.[14]
37. "If you retire you don't have a purpose in living much anymore. Working keeps you alive and going it's really good when what you do is bigger than yourself." This quote reflects her deep sense of purpose and commitment to her work.
38. "I like to go around, and people not knowing who I am. I like to keep some privacy, be a normal person." Despite her immense success, Faulkner values her privacy and strives to maintain a sense of normalcy.
39. Her decision to sign the Giving Pledge was a public commitment to her long-held belief that her wealth should be used to benefit society.[4]
40. Faulkner's philanthropy is not just about writing checks; it's about building a sustainable and impactful foundation that will continue to create positive change.[15]
On the Future of Healthcare and Technology
Faulkner's vision extends beyond the current landscape, with a focus on how technology can continue to transform healthcare for the better.
41. "10 years from now, there is going to be a lot more in the way of what MyChart or patient portals do with the patient..." She foresees a future where patient engagement and self-management tools will play an even greater role in healthcare.[8]
42. "How do we take health care to people instead of having them come to us?" This question highlights her focus on improving access to care and addressing health disparities.
43. On the doctor of the future: "The saying 'the physician who could be replaced by technology should be' is a good thing because, in the end, physicians are human beings who offer a whole lot more than technology." She believes technology should augment, not replace, the essential human element in medicine.[8]
44. Faulkner sees the potential for "ambient voice" technology in the exam room to reduce the burden of documentation on clinicians.[16]
45. She has expressed a commitment to interoperability, driven in part by a personal story about a patient whose records were not available in an emergency.[12]
46. Epic's Cosmos database, which aggregates de-identified patient data, is a key part of her vision for advancing medical research and improving patient outcomes.[17]
47. She believes that the vast amounts of data in electronic health records can be used to generate new insights and improve the quality of care.[18]
48. Faulkner has emphasized the importance of a "strategically aligned payer or payers" for large health systems in the future.[16]
49. She acknowledges the need to address the digital divide and ensure that technological advancements in healthcare are accessible to all, including underserved populations.[16]
50. "The work of my life has been to develop software that would help keep people well and help sick people get better." This simple yet powerful statement encapsulates her lifelong dedication to improving healthcare through technology.[4]
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