Create your own imaginary health care organization (hospital). Evaluate your organization on the basis of the Baldrige National Quality Program HealthCare Criteria for Performance Excellence listed below.
(1) Leadership:
(a) Describe how senior leaders’ actions guide and sustain your organization.
(b) Describe how senior leaders communicate with your work force and encourage high performance.
(2) Strategic Planning
(a) How does your organization conduct its strategic planning?
(b) Who are the key participants?
(c) How does your organization convert its strategic objectives into action plans?
(3) Customer Focus
(a) How does your organization determine health care service offerings to support patients’ use of services?
(b) How does your organization build a patient-focused culture?
(c) How does your organization listen to your patients and acquire satisfaction and dissatisfaction information?
(d) How is patient information used to improve your marketplace success?
(4) Measurement, Analysis, and Knowledge Management
(a) How does your organization measure, analyze, review, and improve its performance as a health care provider through the use of data and information?
(b) How does your organization ensure the quality and availability of needed data, information, software, and hardware for your work force, suppliers, partners, collaborators, and patients?
(5) Work Force Focus
(a) How does your organization engage, compensate, and reward your work force to achieve high performance?
(b) How are members of your work force developed to achieve high performance?
(c) How do you assess work force engagement and use the results to achieve higher performance?
(d) How does your organization manage work force capability and capacity to accomplish the work of the organization?
(e) How does your organization maintain a safe, secure, and supportive work climate?
(6) Process Management
(a) How does your organization design its work systems and determine its key processes to deliver patient value, prepare for potential emergencies, and achieve organizationalsuccess and sustainability?
(b) How does your organization design, implement, manage, and improve its key work processes to deliver patient value and achieve organizational success and sustainability?
(7) Results
(a) Summarize your organization‘s key health care results. What are your current levels and trends in key measures or indicators of health care outcomes, health care process results, patient safety, and patients’ functional status that are important to your patients? How do these results compare with the performance of your competitors and other organizations with similar health care service offerings?
(b) What are your current levels and trends in key measures or indicators of patient satisfaction and dissatisfaction? How do these results compare with the patient satisfaction levels of your competitors and other organizations providing similar healthcare services
