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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. Transforming Your Health Care System into a Baldrige Winner

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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

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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

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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?