Two Hospitals Prescribe Performance Excellence

Article

Johnson, Kristen   (2004, ASQ)  

Quality Progress    Vol. 37    No. 9
QICID: 19571    September 2004    pp. 46-55

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Article Abstract

Florida's Baptist Hospital Inc. (BHI) and Saint Luke's Hospital (SLH) in Kansas City, Missouri were recipients of the 2003 Malcolm Baldrige National Quality Award in the healthcare category. In addition to its new mission to provide world-class patient care, BHI's main focus since 1995 has been employee satisfaction through empowerment. Additional focus on patients, customers, and the market has produced significant business results. BHI's latest initiative has resulted in $1.9 million in implemented savings and a projected savings of $2.3 million. Similarly, SLH's leadership takes a systematic approach to ensure the hospital stays focused on providing value for patients and employees. As a result, SLH has been shown in a recent survey to deliver the best healthcare in its market area. SHI has also made significant improvements in its financial performance, increasing its total margin by 15% and operating margin by 14%.

Keywords

Business results,Case study,Customer and market focus,Employee involvement (EI),Strategic planning,Malcolm Baldrige National Quality Award (MBNQA),Process management,Quality improvement (QI),Healthcare industry


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