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All Rights Reserved, Juran Institute, Inc.
Transforming Your Health Care System into
a Baldrige Winner
All Rights Reserved, Juran Institute, Inc.
Today’s Agenda
1. Why Baldrige?1. Why Baldrige?
2. What is the roadmap to top performance? 2. What is the roadmap to top performance?
3. The Next Steps: The Assessment Process3. The Next Steps: The Assessment Process
All Rights Reserved, Juran Institute, Inc.
Top-performing Hospitals
Top performing hospitals:
1. Take time, provide resources and a financial investment to be a top-decile hospital system
2. Are the benchmarks for others to follow
3. Are profitable – 3-6% margins
4. Are Baldrige capable
5. Engage Primary Care Physicians who then refer patients to your system
All Rights Reserved, Juran Institute, Inc.
Top-performing Hospitals
Top performing hospitals have:
1. A clear vision and strategic plan to carry out that vision
2. A relentless pursuit of patient satisfaction
3. A balanced scorecard that drives improved performance and staff behavior
4. Increased patient volumes by focusing on speed without sacrificing patient safety, quality, service, or outcomes
5. Lower costs because there is less waste
6. High employee morale
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Top Performers
A health care system that achieves “top-decile” performance is one that is viewed by their patients,
doctors, and employees as having the highest quality service and outcomes.
A health care system that achieves “top-decile” performance is one that is viewed by their patients,
doctors, and employees as having the highest quality service and outcomes.
.
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Improve Patient Flow (IP, OP, ED, OR)
Improve Patient Flow (IP, OP, ED, OR)
Implement Efficient EMR Workflows
Implement Efficient EMR Workflows
Improve Flow in Lab,Pharmacy, Imaging
Improve Flow in Lab,Pharmacy, Imaging
Improve Revenue Cycle
Improve Revenue Cycle
Improve Clinical Outcomes
Improve Clinical Outcomes
Achieve Top-decile PerformanceAchieve Top-decile Performance
Business ExcellenceBusiness Excellence
OperationalExcellence
OperationalExcellence
Clinical Excellence
Clinical Excellence
Improve Quality and Patient Safety
Improve Quality and Patient Safety
What Do Top Performers Do to Win Baldrige?
Improve Patient Satisfaction
Improve Patient Satisfaction
Reduce Cost Per Discharge
Reduce Cost Per Discharge
Reduce Denials and Bad Debt
Reduce Denials and Bad Debt
Reduce TurnoverReduce Turnover
Improve MarginImprove MarginAttain CMS and Joint Commission Goals
Attain CMS and Joint Commission Goals
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Develop a
Performance Excellence System to attain top-decile performance and
make you Baldrige ready.
Develop a
Performance Excellence System to attain top-decile performance and
make you Baldrige ready.
Step 1: Create Your Own Performance System
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Step 2: Develop a Roadmap to Go From Here to There
Decide
Prepare
Launch
Expand
SustainResults
Time
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Step 3: Use Baldrige as Your Assessment Tool
1
Leadership3
Customer
Focus
2
Strategic
Planning
5
Workforce
Focus
6
Process
Excellence
7
Results
4
Measurement, Analysis & Knowledge Management
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Step 4: Conduct the Baldrige Assessment
Benefits of the Assessment Third party evaluation of organizational processes
that drive quality
Assess the effectiveness and maturity of processes
Understand strengths
Understand opportunities for improvement
Provide a basis for comparing and benchmarking
Focuses the organization on the correct things to do
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Step 5: Close Your Performance Gaps
Lean Lean
CICI
QC QC
PDSAPDSASix SigmaSix Sigma
Lean Lean
CICI
QC QC
PDSAPDSASix SigmaSix Sigma
Improve efficiencyImprove efficiency
Achieve breakthroughs Achieve breakthroughs
Financial Results Financial Results
Lower CostsLower Costs
Loyal PhysiciansLoyal Physicians
Improve effectivenessImprove effectiveness Higher QualityHigher Quality
Methods Results
Meet Shareholder Needs Meet Shareholder Needs
Do not confuse methods with results.
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Steps to Baldrige
1. Define scope and write organization profile.
2. Conduct on-site Baldrige audit with score.
3. Develop a list of gaps to Baldrige.
4. Create a roadmap to close the gaps.
5. Close the gaps.
6. Repeat steps 1- 5 until top performer and winner capable.
Steps to Baldrige
Baldrige winners usually apply three times before they win – BUT they get results almost immediately!
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Conducting the Baldrige Assessment
Roadmap TimelineFirst Month1. Agree on the first site to conduct assessment. 2. Prepare a roadmap for completing the Baldrige Assessment.3. Identify category owners to prepare profile
Second Month1. Conduct planning sessions to review current state
documentation. 2. Identify staff to be interviewed.3. Conduct the Baldrige audit.4. Complete the assessment report of findings and score. 5. Present Baldrige Assessment report findings and
recommendations to your management team.
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Conducting the Baldrige Assessment
Resources Needed1. Short Term (Assessment)
Assign two staff members to assist with assessment planning and execution.
Assign one leader for each category. Form ad hoc teams to help the category leader gather relevant
information.
2. Long Term (Gap Closure Plan) Assign at least one full-time staff member to oversee initiatives. Establish a Steering Team made up of full-time staff who have
responsibility for each category and the closure of gaps within the category.
Add responsibility for gap closure to all performance plans where required.
Conduct benchmarking visits to Baldrige winners.
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Create Deployment
Roadmap
Implement Infrastructure
Assure ROI
SupportDeployment
Create Performance
Excellence Programs
Consult
ChangeReadiness
Assessment
Conduct an Opportunity Assessment
Conduct Patient SafetyAssessment
ConductSystem
Assessment
Hospital CalculatorAssessment
for ROI
Assess
Design NewProcesses
and Service Lines
Process Management
Assuring Patient Safety
Improve Process Throughput
and Cycle Times
CreateProcess
Breakthroughs
Train
Deploy JuranPerformanceExcellence
Assure Culture Change
Optimize ROI onEMR Workflows
Certify Specialists
Manage Business Processes and Value Streams
Transform
How JuranTM Can Help Your System Improve?