NMHS: The Baldrige Journey
description
Transcript of NMHS: The Baldrige Journey
![Page 1: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/1.jpg)
NMHS: The Baldrige Journey
Lee Greer, M.D., MBAChief Quality & Safety Officer
![Page 2: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/2.jpg)
“To continuously improve the health of
the people of our region”
![Page 3: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/3.jpg)
![Page 4: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/4.jpg)
• NMMC- Tupelo• 5 Community Hospitals
–Eupora (38 beds) plus LTC–Hamilton, AL (57 beds) plus LTC – Iuka (48 beds)–Pontotoc (25 bed CAH) plus LTC –West Point (60 beds)
• 34 Clinics • Preferred Provider Organization
• 90,000 lives – 114 payer groups• 2,929 physicians & 48 hospital network
![Page 5: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/5.jpg)
VISION
“The provider of the best patient centered care and
health services in America”
![Page 6: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/6.jpg)
NMHS’ Commitment to the Baldrige Framework
![Page 7: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/7.jpg)
LeadershipLeadershipOperations
FocusOperations
Focus
WorkforceFocus
WorkforceFocus
CustomerFocus
CustomerFocus
StrategicPlanningStrategicPlanning
ResultsResults
Organizational ProfileOrganizational Profile
Measurement, Analysis and Knowledge Management
Measurement, Analysis and Knowledge Management
![Page 8: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/8.jpg)
“Every successful quality revolution has included participation of upper
management. We know of no exceptions.”
Joseph Juran
![Page 9: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/9.jpg)
• Servant Leadership Philosophy
• Leadership Development• Employee/Physician
Engagement• Leader Rounding• New Employee Orientation• Extensive Community
Outreach
Leadership
![Page 10: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/10.jpg)
“Ninety-five percent of what leaders like you do is pursue operational efficiency. What about strategic positioning?”
Dr. Michael Porter – HBS
![Page 11: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/11.jpg)
Alignment
Evidence Gathering
SWOT
Approve Plan
Prioritization
Evidence Analysis Workforce
Budget
Entity Plans
Development
EightEPP
Steps
EightEPP
Steps
Deployment
OCTOBER
Evidence Gathering
SWOT
Evidence Analysis
Prioritization
Approve Plan Entity Plans
Budget
Workforce
![Page 12: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/12.jpg)
NMMC Service Line Goals
Workforce Alignment
![Page 13: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/13.jpg)
“Your calling is calling……”
NMMC-Tupelo Employee Entrance
![Page 14: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/14.jpg)
Organizational CultureRECOGNITION & REWARD•Excel – Pay for performance•Team Incentive Plan
– Service/Quality– Financial/Growth
•CSF – Rewards– Stars Online – More than
5,000 awarded in 2012
![Page 15: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/15.jpg)
“The best way to find yourself is to
lose yourself in the service of others.”
Mahatma Gandhi
![Page 16: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/16.jpg)
Relentless Pursuit of Excellent Customer Service
1. Establish a goal of 95th percentile in patient satisfaction.
2. Ensure employees understand the survey questions & the required behaviors.
3. Ensure employees know and understand the top three drivers of satisfaction for their area & the required behaviors.
![Page 17: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/17.jpg)
“In God we trust; all others must bring
data”
W. Edwards Deming
![Page 18: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/18.jpg)
Comparative DataEvidence-based literature and
current practice guidelinesSelected external comparative
databasesBaldrige winners and other
industriesAbove the 90th percentile or top
10%
![Page 19: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/19.jpg)
“We are what we repeatedly do. Excellence, then, is not
an act, but a habit.”
Aristotle
![Page 20: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/20.jpg)
Population-focused Work Systems & Collaborative Work Groups
![Page 21: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/21.jpg)
![Page 22: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/22.jpg)
Work System Implementation• Trial & scale up• Training • Clinical Educators• Policies, Guidelines & Protocols• Hard-wired order sets & prompts
![Page 23: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/23.jpg)
“The achievement of an organization are the results
of the combined effort of each individual.”
Vince Lombardi
![Page 24: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/24.jpg)
Workforce Engagement
• Employee Opinion Survey
• Leader Rounding• Ideas for Excellence• 99th percentile in
Communication
![Page 25: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/25.jpg)
Evidence-Based Care
75
80
85
90
95
100
Com
posi
te C
are
Sco
re
Evidence -Based Care -NMMCQUEST Top Performing Threshold
![Page 26: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/26.jpg)
![Page 27: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/27.jpg)
Overall Sepsis Mortality
0
5
10
15
20
25
30
35
Ove
rall M
ort
ality
Rate
![Page 28: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/28.jpg)
![Page 29: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/29.jpg)
Ideas for Excellence & Clinical Process Improvement
![Page 30: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/30.jpg)
NMHS Heart Failure Care Transition (30-day readmission rates)
![Page 31: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/31.jpg)
Competitor Satisfaction• HCAHPS
• Market Share 40.7%
• Kaiser Health News – Sixth happiest market in United States
![Page 32: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/32.jpg)
It’s All in the Number
![Page 33: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/33.jpg)
![Page 34: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/34.jpg)
![Page 35: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/35.jpg)
“To continuously improve the health of
the people of our region”
![Page 36: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/36.jpg)
![Page 37: NMHS: The Baldrige Journey](https://reader036.fdocuments.us/reader036/viewer/2022081513/56814871550346895db57c7d/html5/thumbnails/37.jpg)
HealthWorks!• Interactive children’s
health education center
• School-based curriculum &
community-based programs
• Served >78,000 in first three years
• Improved diet & health knowledge