2018 Baldrige Excellence Framework Health Care A systems

2018 Baldrige Excellence Framework (Health Care) A systems approach to improving your health care organization Baldrige Performance Excellence Program | 2018 Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 For those considering the Baldrige framework, I want to testify to the magnitude of the results you can achieve. . It was the use of the Baldrige framework that had boosted our ability to deliver better care to our patients. And, in the end, that is the most important thing. —Nancy Schlichting, CEO, Henry Ford Health System Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 Using the program as an improvement road map. . . , we improved patient satisfaction for 10 straight years. Our risk-adjusted mortality rate improved to rank among the top 10% nationally. . While driving these improvements, we also created efficiencies, freeing up resources to further reinvest in our clinical care and services. —Rulon Stacey, Former President/CEO, Poudre Valley Health System Baldrige Performance Excellence Program | www. nist. gov/baldrige

The Baldrige Approach in 3 Questions • Is your organization doing as well as it could? • How do you know? • What and how should your organization improve or change? Baldrige Performance Excellence Program | www. nist. gov/baldrige 2018

2018 • A systems perspective • Core values and concepts • Health Care Criteria for Performance Excellence • Scoring system Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 A Systems Perspective Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 Health Care Criteria Categories 1. 2. 3. 4. 5. Workforce Leadership 6. Operations Strategy 7. Results Customers Measurement, Analysis, and Knowledge Management Baldrige Performance Excellence Program | www. nist. gov/baldrige

The Role of Core Values and Concepts Baldrige Performance Excellence Program | www. nist. gov/baldrige 2018

2018 Core Values and Concepts Systems perspecti Visionar ve y leaders hip Patient-focused excellence Valuing people Organizational learning and agility Focus on success Managing for innovation Management by fact Societal responsibility Baldrige Performance Excellence Program | www. nist. gov/baldrige Ethics and transpare ncy Delivering value and results

2018 Visionary leadership Systems perspective Patient-focused excellence Valuing Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 Focus on success Managing for innovation Manageme nt by fact Organizational learning and Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 Delivering value and results Baldrige Performance Excellence Program | www. nist. gov/baldrige Ethics and transparen cy Societal responsibility and community

2018 Item Format Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 Notes Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 Organizational Profile P. 1 Organizational Description P. 2 Organizational Situation • Starting point for selfassessment and application preparation • Basis for early action planning Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 1. Leadership (120 pts. ) 1. 1 Senior Leadership (70 pts. ) 1. 2 Governance and Societal Responsibilities (50 pts. ) • Senior leaders’ actions • Organizational governance • Societal responsibilities Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 2. Strategy (85 pts. ) 2. 1 Strategy Development (45 pts. ) 2. 2 Strategy Implementation (40 pts. ) • Strategic and action planning • Implementation of plans Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 3. Customers (85 pts. ) 3. 1 Voice of the Customer (40 pts. ) 3. 2 Customer Engagement (45 pts. ) • Listening to patients and other customers • Engaging them Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 4. Measurement, Analysis, and Knowledge Management (90 pts. ) 4. 1 Measurement, Analysis, and Improvement of Organizational Performance (45 pts. ) 4. 2 Information and Knowledge Management (45 pts. ) Analysis, review, and improvement of organizational performance Information and knowledge management Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 5. Workforce (85 pts. ) 5. 1 Workforce Environment (40 pts. ) 5. 2 Workforce Engagement (45 pts. ) Building an effective workforce environment Engaging, developing, and managing your workforce Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 6. Operations (85 pts. ) 6. 1 Work Processes (45 pts. ) 6. 2 Operational Effectiveness (40 pts. ) Designing, managing, and improving work processes Improving operational effectiveness Baldrige Performance Excellence Program | www. nist. gov/baldrige

7. Results (450 pts. ) 7. 1 Health Care and Process Results (120 pts. ) 7. 2 Customer Results (80 pts. ) 7. 3 Workforce Results (80 pts. ) 7. 4 Leadership and Governance Results (80 pts. ) 7. 5 Financial and Market Results (90 pts. ) Performance and improvement in all key areas Performance levels, trends, and comparative data

2018 Scoring System • Scoring guidelines • Importance to your organization • Two dimensions: process and results Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 Category Point Values 1 2 3 4 Leadership 120 Strategy 85 Customers 85 Measurement, Analysis, and Knowledge Management 90 5 Workforce 85 6 Operations 85 7 Results 450 Total 1, 000 Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 Evaluating Processes Approach • How do you accomplish your organization’s work? How systematic are your key processes? Deployment • How consistently are your key processes used? Learning • How well have you evaluated and improved your key processes? How well have improvements been shared? Integration • How well do your processes address organizational needs? Baldrige Performance Excellence Program | www. nist. gov/baldrige

2018 Steps toward Mature Processes Reacting to Problems (0– 25%) Early Systematic Approaches (30 – 45%) Aligned Approaches (50– 65%) Baldrige Performance Excellence Program | www. nist. gov/baldrige Integrated Approaches (70– 100%)

2018 Baldrige Performance Excellence Program | www. nist. gov/baldrige From Fighting Fires to Innovation: An Analogy for Learning

Evaluating Results Levels • What is your current performance? Trends • Are the results improving, staying the same, or getting worse? Comparisons • How does your performance compare with others? Integration • Are you tracking important results? Are you using the results in decision making? Baldrige Performance Excellence Program | www. nist. gov/baldrige 2018

2018 For more information • • Baldrige Excellence Framework booklets and free content Self-assessment tools Organizational assessments Training, conferences, executive education Award recipient profiles Case studies Connections to the Baldrige community Baldrige Performance Excellence Program | www. nist. gov/baldrige www. nist. gov/bald rige 301 -975 -2036 baldrige@nist. gov