Caring Culture and Results Focus Lead to Baldrige Award

Article

Goonan, Kathleen Jennison   (ASQ)   Institute for Health Policy, Massachusetts General Hospital

Quality Progress    Vol. 40    No. 3
QICID: 20910    March 2007    pp. 41-48

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Article Abstract

For many years Mississippi ranked near the bottom of health status rankings, but now the North Mississippi Medical Center (NMMC), the largest rural medical center in the country, is the recipient of the 2006 Malcolm Baldrige National Quality Award in the healthcare category. NMMC leaders practiced an approach that creates an open communication environment and a culture committed to breaking through barriers of low expectation. Leadership identified five critical success factors - people, service, quality, financial well-being, and growth - around which all activities are organized to create alignment and structure for sustained operational excellence. NMMC's target for each health process or outcome is to be in the top 10 percent in performance, and it makes good on its mission to continually improve the health of the people of its region. The NMMC results-oriented culture comes from its willingness to learn and a belief that its results are never good enough. This approach to care management has resulted in gains of $11.1 million since 1999 and overall employee satisfaction the 90th percentile level.

Keywords

Healthcare industry, Quality awards, Malcolm Baldrige National Quality Award (MBNQA), Leadership, Employee involvement (EI), Organizational culture, Organizational improvement initiatives, Patient safety, Care-based cost management


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