Employee and Patient Focus Earns the Baldrige

Abstract:Bronson Methodist Hospital in Kalamazoo, Michigan has a vision of becoming a national leader in healthcare quality. In the 1990s, it began using the Malcolm Baldrige National Quality Award criteria as a tool for improvement and self-evaluation, and in 2001 was the only recipient of the Michigan Quality Leadership Award. After applying for the Baldrige Award five times, Bronson became the first healthcare organization to win the Baldrige following its first site visit in 2005. The hospital credits its success to making employee involvement a top priority and patient satisfaction the main gauge for all improvements. Bronson chose the plan-do-check-act model to be its most widely used quality tool. The hospital is committed to being a role model organization and helping other use Baldrige criteria to achieve performance …

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