Malcolm Baldrige National Quality Award - American Society for ...

Figure 7.2-3: Culture & Traditions Respected
SR1 Exceeds BSC Target ▲Better
%
100
50
0
SCF Culture & Traditions Respected
BSC Target (85%) Top Box Target (75%)
94.5 94.8 94.0
69.0 69.6 69.9
08 09 10 08 09 10
2008 annual work plans with improved results through 2010
[Fig. 7.2-5].
Figure 7.2-5: % Complaints Related to Courtesy
SR1 Improved Results since 2007 ▼Better
%
50
25
% of Complaints Related to Courtesy
22.3
19.0
18.0 18.6
BSC
Top Box
Historical (Different Method) 04 05 06 07
Mean Score na 66 69 69
Similar Alaska Tribal Organization: 2010 (Top Box) = 56.0%
0
2007 2008 2009 2010
SCF
%
100
50
0
Culture & Traditions Respected (Top Box %)
71 71 70 74 71 71 77 90 91 57 59 62 63 61
08 09 10 08 09 10 08 09 10 08 09 10 08 09
Clinics Dental Home Hlth Emerg.
Serv.
SCF
Outpt
BH
Figure 7.2-4: Staff Courteous & Respectful
SR1 Exceeds Benchmark ▲Better
100
Staff Courteous & Respectful (Top Box %)
70.5 70.6
70.7
To address C-O dissatisfaction [Fig.7.2-2], SCF began
improvement efforts in 2008, including tracking “problem
resolved promptly” [Fig. 7.2-6].
Figure 7.2-6: Problem Resolved Promptly to Sat.
SR2 Improving Trend ▲Better
%
100
50
0
Prob. Resolved Promtly to Sat. (Top Box %)
61.1 61.5
66.5
08 09 10
SCF
%
50
Prob. Resolved Promtly to Sat. (Top Box %)
0
2008 2009 2010
%
100
50
66 68 68
47 49
58 55 59 61
%
100
50
0
SCF CAHPS (Top Box) 2010 (67%)
Staff Courteous & Respectful (Top Box %)
71 71 70 76 72 73 91 90 94
57 59 62 67 70 71
08 09 10 08 09 10 08 09 10 08 09 10 08 09 10
Clinics Dental Home
Health
SCF
Emerg.
Serv.
Outpt BH
SCF responded to C-O desires for improved C-O service by
developing defined behavioral expectations for all employees
[3.1b(2), Fig. 7.2-4]. The identified OFI was incorporated into
0
08 09 10 08 09 10 08 09 10
Clinics Emerg. Serv. Outpt BH
SCF
The CAHPS Top Box benchmark for "Appointment When
Desired" is based on an appointment type and if a C-O "needs"
an appointment. Need is typically defined by the health care
system providing care and different appointment types
typically have different access standards. SCF Scores [Fig.
7.2-7] are reflective of all appointment types and ask if an
appointment was available when the C-O "desired," not when
the health care system determined it was needed. SCF's
higher standard scores for appointment satisfaction are
innovative and are outperforming the "need" national
benchmark. Appointments Available at 0800 [Fig. 7.1-25] is
the innovative higher benchmark SCF uses to ensure, on a
daily basis, we meet C-O desires for an appointment.
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