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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

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



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




Spring

Long-Term Planning

4 Review previous performance,

SID and determine key services

& processes

5 Review/revise PFE, LT

objectives, and LT capital

assumptions

6 Develop key themes and

preliminary ST assumptions

Winter

Evaluation & Input

Summer

Budget & Short-Term

Planning

1Process Effectiveness Review

7 SOT’s present ST objectives,

tactics and resources

required to ET

CONTINUOUS

2 SID compiled by BDD

12 Organizational performance

reviews

Progress updates

Current information

8 Resources allocated by

ET through capital

planning retreat, budget, LT

financial plan, and staffing plans

3 Gather input from stakeholders

regarding ST/LT challenges

and opportunities

Fall

Approval & Deployment

9 Annual strategic plan, budget,

and staffing plans approved by

ET and BOD

10 SOT’s finalize scorecard

measures

11 Deployment:

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


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


Heartland Health: Customer Focus

Voice of the Customer




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 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






Key excellence indicators workforce focus
Key Excellence Indicators: Workforce Focus Knowledge Management

  • 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 Knowledge Management

  • 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 Knowledge Management

Workforce Capacity and Capability


Atlanticare workforce focus1
AtlantiCare: Workforce Focus Knowledge Management

Performance Management Process


Heartland Health: Workforce Focus Knowledge Management

Workforce Satisfaction


Heartland Health: Workforce Focus Knowledge Management

  • 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: Knowledge ManagementWorkforce Focus

  • Inform

  • Involve

  • Celebrate


Mercy health system workforce focus1
Mercy Health System: Knowledge ManagementWorkforce 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 Knowledge Management

  • 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 Knowledge Management

  • 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



Key excellence indicators results
Key Excellence Indicators: Results Knowledge Management

  • 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 Knowledge Management

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

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


Advocate Good Samaritan Knowledge ManagementHospital:

Results

Mortality Index (Actual/Expected)

Physician Loyalty (Percentile)

GOOD

GOOD

GOOD

Inpatient Market Share, 2007-2010

GOOD


Atlanticare results
AtlantiCare: Results Knowledge Management


Heartland Health: Results Knowledge Management

Customer Satisfaction

Willingness to Recommend


Heartland Health: Results Knowledge Management

Complaint Event

Management

  • Respond

  •  Resolve

  •  Track

  •  Prevent

Complaints per 100 Adjusted Patient Days

Complaint Management


Heartland Health: Results Knowledge Management

Caregiver Engagement


Poudre valley health system results
Poudre Valley Health System: Results Knowledge Management

Prompt Service and Friendly Staff

Low-Cost Provider

Top-Box Patient Satisfaction Scores


Mercy health system results
Mercy Health System: Results Knowledge Management

Workforce Turnover

Workforce Engagement


Sharp healthcare results
Sharp HealthCare: Results Knowledge Management

Top-of-Mind Awareness of County Hospital Systems

Perception of Quality

Likeliness to Recommend


Bronson methodist hospital results
Bronson Methodist Hospital: Results Knowledge Management

Cardiac Service Line Market Share (%)


Nmmc results
NMMC: Results Knowledge Management

Tracheostomy withChronic Ventilation


Nmmc results1
NMMC: Results Knowledge Management

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


Robert Wood Johnson: Results Knowledge Management

Patient Loyalty: Food on Demand


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