Key excellence indicators award recipients 2004 2010 health care
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2011. Malcolm Baldrige National Quality Award. Key Excellence Indicators Award Recipients 2004–2010 Health Care . Baldrige Performance Excellence Program | www.nist.gov/baldrige. Baldrige 2011–2012 Criteria Categories. Leadership Strategic Planning Customer Focus

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Key Excellence Indicators Award Recipients 2004–2010 Health Care

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Key excellence indicators award recipients 2004 2010 health care

2011

Malcolm BaldrigeNational Quality Award

Key Excellence IndicatorsAward Recipients 2004–2010Health Care

Baldrige Performance Excellence Program | www.nist.gov/baldrige


Baldrige 2011 2012 criteria categories

Baldrige 2011–2012 Criteria Categories

  • Leadership

  • Strategic Planning

  • Customer Focus

  • Measurement, Analysis, and Knowledge Management

  • Operations Focus

  • Results


Key excellence indicators leadership

Key Excellence Indicators: Leadership

Senior leaders

  • communicate and demonstrate clear direction and values

  • inspire the highest standards of legal and ethical behavior

  • model and encourage learning, innovation, excellence, and a focus on the future

  • drive strategies for performance excellence and sustainability


Key excellence indicators leadership1

Key Excellence Indicators: Leadership

The governance body

  • is informed, transparent, and accountable

  • takes responsibility for ethics, actions, and performance

    The organization

  • surpasses legal and regulatory compliance

  • stresses ethical behavior

  • strengthens environmental, social, and economic systems


Mercy health system leadership

Mercy Health System: Leadership


Robert wood johnson leadership

Customer Groups

Patients

Employees

Community

Robert Wood Johnson: Leadership

5 Pillar

Communication

Direction and Plan

5 Pillar

Communication

Evaluation & Improvement

Alignment & Integration

5 Pillar

Communication

5 Pillar

Communication

Deployment & Measurement


Robert wood johnson leadership1

Robert Wood Johnson: Leadership

Staff Focus

People

Customer Focus

Service

Process Management

Quality

Measurement, Analysis & Knowledge Management

Finance

Strategic Planning

Growth

Five Pillars of Excellence


Key excellence indicators strategic planning

Key Excellence Indicators: Strategic Planning

Strategy development

  • aims for sustained leadership

  • balances short- and long-term factors

  • anticipates the future environment

  • incorporates innovation, stakeholders’ needs, challenges, and advantages

  • aligns work systems and learning with strategic directions


Key excellence indicators strategic planning1

Key Excellence Indicators: Strategic Planning

  • Develops aligned, consistent action plans

  • Deploys action plans to the workforce, key suppliers, and partners

  • Tracks the accomplishment of action plans

  • Develops human resource and financial plans

  • Uses performance projections and comparisons


Sharp healthcare strategic planning

Sharp HealthCare: Strategic Planning


Sharp healthcare strategic planning1

Sharp HealthCare: Strategic Planning


Key excellence indicators award recipients 2004 2010 health care

Spring

Long-Term Planning

4Review previous performance,

SID and determine key services

& processes

5Review/revise PFE, LT

objectives, and LT capital

assumptions

6Develop key themes and

preliminary ST assumptions

Winter

Evaluation & Input

Summer

Budget & Short-Term

Planning

1Process Effectiveness Review

7SOT’s present ST objectives,

tactics and resources

required to ET

CONTINUOUS

2SID compiled by BDD

12Organizational performance

reviews

Progress updates

Current information

8Resources allocated by

ET through capital

planning retreat, budget, LT

financial plan, and staffing plans

3Gather input from stakeholders

regarding ST/LT challenges

and opportunities

Fall

Approval & Deployment

9Annual strategic plan, budget,

and staffing plans approved by

ET and BOD

10SOT’s finalize scorecard

measures

11Deployment:

SOT Action Plans,

Strategic Plan Cascade, SPMS,

Three C’s Communications

Bronson: Strategic Planning

Strategic Management Model


Key excellence indicators customer focus

Key Excellence Indicators: Customer Focus

  • Proactively captures the voice of the customer

  • Gathers information on customer desires and marketplace potential

  • Listens to current, former, and potential customers

  • Collects actionable information on engagement, satisfaction, and dissatisfaction


Key excellence indicators customer focus1

Key Excellence Indicators: Customer Focus

  • Innovates product offerings and services to exceed expectations

  • Refines and innovates support and communication

  • Builds trust, confidence, and loyalty

  • Resolves complaints promptly and eliminates the causes


Key excellence indicators award recipients 2004 2010 health care

Heartland Health: Customer Focus

Voice of the Customer

(2)

Listening, inputs and methods

Analysis and Decision Making

(3)

Evaluation and Improvement

(5)

SPP Steps 2–6:

Conduct reviews to determine customer requirements and assess if services, processes, and improvements are meeting customer needs.

Translate results of analysis into priorities for improvement

(1)

Customer Groups

SPP Step 1

Review customer inputs and analyze processes to refine feedback mechanisms, relationship strategies, and action plans (annual/ongoing)

Patients

Members

Community—Region

Deployment of Strategy and Action Plans

(4)

SPP Step 8: Deploy improvements through the Balanced Scorecard and action plans.

Customer Relationship Management


Key excellence indicators award recipients 2004 2010 health care

Heartland Health: Customer Focus

Voice of the Customer


Poudre valley health system customer focus

Poudre Valley Health System: Customer Focus


Sharp healthcare customer focus

Sharp HealthCare: Customer Focus


Beyond satisfaction customer loyalty

RWJ: Customer Focus

Beyond Satisfaction . . . Customer Loyalty

Community

  • CHW

  • Family Giving

  • Soup kitchen

  • CAB

  • Education

  • Health Fairs

Patients

  • Greeters

  • Free TV and phone

  • Food on demand

  • Integrative therapy

  • Hearts Apart

  • Comfort in clothing

Employees

  • Circles

  • On-line benefits

  • CHW discounts

  • Bonus programs

  • Employee Sat. Committee


Key excellence indicators award recipients 2004 2010 health care

Saint Luke’s: Customer Focus


Key excellence indicators award recipients 2004 2010 health care

Saint Luke’s: Customer Focus


Key excellence indicators measurement analysis and knowledge management

Key Excellence Indicators: Measurement, Analysis, and Knowledge Management

  • Creates a balanced composite of measures tied to needs, strategy, and goals

  • Collects and uses data to determine trends, projections, and cause and effect

  • Uses performance analyses in decision making, improvement, and innovation


Key excellence indicators measurement analysis and knowledge management1

Key Excellence Indicators: Measurement, Analysis, and Knowledge Management

  • Maintains and safeguards information systems

  • Shares and transfers critical knowledge

  • Provides knowledge needed for work, improvement, and innovation

  • Leverages knowledge of workforce, customers, suppliers, collaborators, and partners

  • Captures and shares knowledge to drive innovation


Atlanticare measurement analysis and knowledge management

AtlantiCare: Measurement, Analysis, and Knowledge Management


Pvhs measurement analysis and knowledge management

PVHS: Measurement, Analysis, and Knowledge Management


Key excellence indicators award recipients 2004 2010 health care

BHI: Measurement, Analysis, and Knowledge Management


Key excellence indicators award recipients 2004 2010 health care

BHI: Measurement, Analysis, and Knowledge Management


Key excellence indicators workforce focus

Key Excellence Indicators: Workforce Focus

  • Optimizes capability and capacity

  • Organizes and manages the workforce to serve customers and achieve strategy

  • Designs proactive processes and policies to ensure safety and security

  • Offers practices and policies tailored to workforce members’ needs


Key excellence indicators workforce focus1

Key Excellence Indicators: Workforce Focus

  • Engages the workforce through meaningful work, clear direction, and accountability

  • Ensures a trusting, effective, and cooperative environment

  • Supports, recognizes, and rewards high performance

  • Optimizes workforce and leader development


Atlanticare workforce focus

AtlantiCare: Workforce Focus

Workforce Capacity and Capability


Atlanticare workforce focus1

AtlantiCare: Workforce Focus

Performance Management Process


Key excellence indicators award recipients 2004 2010 health care

Heartland Health: Workforce Focus

Workforce Satisfaction


Key excellence indicators award recipients 2004 2010 health care

Heartland Health: Workforce Focus

  • Key priority for future sustainability

    • Selection of physician CEO

    • Leadership structure: Dyads

    • Quality Management Committee leads quality, performance improvement, and capital expenditures

    • Heartland Clinic Board of Governors & Operational Council

    • Physician leadership development

Physician Engagement


Mercy health system workforce focus

Mercy Health System:Workforce Focus

  • Inform

  • Involve

  • Celebrate


Mercy health system workforce focus1

Mercy Health System:Workforce Focus

  • Inform

  • Meaningful Mission

  • Cruise and Connect

  • Communicate Goals

  • Involve

  • Partnership

  • Feedback

  • Workforce Strategies

  • Celebrate

  • Celebrate People

  • Celebrate Ideas

  • Celebrate Achievements


Key excellence indicators operations focus

Key Excellence Indicators: Operations Focus

  • Designs and innovates work systems to capitalize on core competencies

  • Designs agile work systems

  • Optimizes work systems to deliver value for customers

  • Establishes a comprehensive emergency preparedness system


Key excellence indicators operations focus1

Key Excellence Indicators: Operations Focus

  • Designs and innovates work processes to meet requirements

  • Designs work processes for agility, excellence, efficiency, and effectiveness

  • Manages, measures, and improves work processes

  • Manages the supply chain to improve suppliers’ and partners’ performance


North mississippi medical center operations focus

North Mississippi Medical Center: Operations Focus


Key excellence indicators results

Key Excellence Indicators: Results

  • Performance levels are excellent in areas that are important to accomplishing the mission.

  • Results reflect offerings with superior value as viewed by customers and the marketplace.


Key excellence indicators results1

Key Excellence Indicators: Results

  • Operational, workforce, legal, ethical, societal, and financial indicators reflect benchmark performance.

  • Actionable results are used to evaluate and improve performance in alignment with strategy.


Key excellence indicators award recipients 2004 2010 health care

Advocate Good Samaritan Hospital:

Results

Mortality Index (Actual/Expected)

Physician Loyalty (Percentile)

GOOD

GOOD

GOOD

Inpatient Market Share, 2007-2010

GOOD


Atlanticare results

AtlantiCare: Results


Key excellence indicators award recipients 2004 2010 health care

Heartland Health: Results

Customer Satisfaction

Willingness to Recommend


Key excellence indicators award recipients 2004 2010 health care

Heartland Health: Results

Complaint Event

Management

  • Respond

  •  Resolve

  •  Track

  •  Prevent

Complaints per 100 Adjusted Patient Days

Complaint Management


Key excellence indicators award recipients 2004 2010 health care

Heartland Health: Results

Caregiver Engagement


Poudre valley health system results

Poudre Valley Health System: Results

Prompt Service and Friendly Staff

Low-Cost Provider

Top-Box Patient Satisfaction Scores


Mercy health system results

Mercy Health System: Results

Workforce Turnover

Workforce Engagement


Sharp healthcare results

Sharp HealthCare: Results

Top-of-Mind Awareness of County Hospital Systems

Perception of Quality

Likeliness to Recommend


Bronson methodist hospital results

Bronson Methodist Hospital: Results

Cardiac Service Line Market Share (%)


Nmmc results

NMMC: Results

Tracheostomy withChronic Ventilation


Nmmc results1

NMMC: Results

Care-Based Cost Management:Making the Business Case for Quality


Key excellence indicators award recipients 2004 2010 health care

Robert Wood Johnson: Results

Patient Loyalty: Food on Demand


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