You shouldn’t have to choose between quality healthcare and a great patient experience. And now you don’t have to. Hospitals and Healthcare Systems that have successfully used the Healthcare version of the Baldrige Criteria for Performance Excellence provide as good or better quality of care and outcomes of care while at the same time providing a better patient experience than their competitors. While some have suggested that you have to make “trade-offs” and give up “quality of care” to improve patient experience and satisfaction, it turns out that is simply not true. If you take a holistic, systems thinking, approach to designing and improving the processes of care and the patient experience as an integrated system you can have both, as the Baldrige Award recipients in this study demonstrate.
Hospitals today face pressures from a variety of stakeholders to improve performance across a comprehensive scorecard, which has become the basis for value-based purchasing and reimbursement. This study investigates relationships between the effective application of the Malcolm Baldrige Health Care version of the Criteria for Performance Excellence (HCPE) and healthcare organizational performance. There have been many studies on the value of implementing the Criteria for Performance Excellence, but due to the lack of comparable contexts and common performance measures, analysis of the differences in performance between Baldrige Award recipients and nonrecipients has been limited. This study focuses on the common context of healthcare organizations in the same geographic region along with common metrics to analyze the impact of effective HCPE application. This study compares 34 Malcolm Baldrige National Quality Award Health Care recipients (2002-2011) to 153 competitors in their geographic markets using standard Centers for Medicare & Medicaid Services (CMS) performance measures to determine if there is a relationship between the effective use of the HCPE as an organizational excellence framework and the performance of healthcare organizations. Three categories of performance were explored including the process of care (23 measures), patient experience using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey (10 measures), and outcome of care (six measures). Process of care and patient experience data included performance from October 2009 through September 2010 and the outcomes of care measures covered performance from July 2007 through June 2010. While there was no significant difference in the process of care results or outcomes between Baldrige recipients and their competitors, there was a significant difference in patient experience results. The most important finding in this study was that Baldrige recipients provided care equal to or better than competitors while at the same time providing a better patient experience. These results add to the growing evidence that the HCPE are a valid framework to align organizational design, strategy, systems, and human capital to create long-term effectiveness in an institutionalized high-performance culture.
The lead author Dr. Ron Schulingkamp would like to thank those involved in this work. “I would like to express my sincere gratitude to Tulane University School of Public Health and Tropical Medicine and my doctoral dissertation committee for the opportunity to continue my journey of learning and development of my research skills, which has enhanced my knowledge and skills in creating high performing, sustainable and resilient organizations. I would like to thank my committee members Dr. Claudia R. Campbell (chair), Dr. Richard A. Culbertson, Dr. Arti Shankar, and Dr. John R. Latham (visiting professor) who provided me with the support I needed to create a quality dissertation. Finally, I would like to thank my coauthor Dr. Latham for assisting me on this subsequent research paper published in the ASQ Quality Management Journal. Albert Einstein is noted for saying, ‘We cannot solve our problems with the same thinking we used when we created them.’ I would like to thank the committee for helping me learn and think differently.” Ron Schulingkamp, ScD.
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Schulingkamp, R. C. & Latham, J. R. | 2015 | Healthcare Performance Excellence: A Comparison of Baldrige Award Recipients and Competitors | Quality Management Journal | Vol 22 Iss 3 | Download