Fall 2005 - Memorial Hospital of South Bend

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The Ro It’s not about the Steuben crystal or the 22-karat gold-plated medallion. It’s not even the fact that it’s awarded by the President of the United States. The road to Baldrige is itself the prize. The Malcolm Baldrige National Quality Award, the international benchmark of quality awarded previously to business and industry, is now being used to measure health care organizations. For Memorial, the road to Baldrige began more than a year ago, when hospital President and CEO Phil Newbold, COO Dan Neufelder and Vice President Ken Anderson, D.O., traveled to St. Louis to visit SSM Health System, the first health care organization to win the prestigious award. “What better way to learn how Baldrige worked than to talk to past award winners and become a Baldrige examiner myself,” said Dr. Anderson, who currently is one of only 10 Baldrige examiners in Indiana. Named for the former Secretary of Commerce and longtime proponent of quality management, the Malcolm Baldrige National Quality Award recognizes 6 Memorial Health System • 574-647-6800
usinesses and organizations from across the country that value quality and performance excellence. Winning organizations demonstrate a commitment to their community, and to developing a culture of excellence. And with one of the most innovative cultures in the nation, and an incomparable community tithing program, Memorial is poised for success. The Baldrige Award process includes a review of hospital departments across the organization that exhibit room for improvement. Examiners suggest different ways for these departments to improve workflow, communication and patient care. Through this process, Memorial can dramatically improve services in a number of areas, from patient care delivery and patient account processes to the way administration interacts with employees, patients and families, even the safety and security of employees and patients on campus and at off-site locations. In short, virtually all processes that can be improved at Memorial will be addressed using Baldrige evaluation criteria. The benefit of the evaluation process cannot be overstated. Application for the Baldrige Award is the fastest, most effective way to help Memorial improve its work processes to provide better care and patient experiences. After the acceptance of Memorial’s application, a group of key staff members developed a formal application covering seven categories and 19 different performanceoriented criteria. If examiners like what they see, Memorial will qualify for the next stage, which includes a one-week on-site visit. Examiners will then submit a report on their findings. In all, Memorial will receive the benefit of more than 300 consulting hours, making the journey alone worthwhile. “With every step you take, you get more and more information back about your organization—and it’s very detailed, insightful information,” said Dr. Anderson. Through his experience consulting for other organizations, Dr. Anderson knows exactly what examiners are looking for. “Baldrige examiners expect to see a great organization at work, not just a good one,” he said. “They look for patient-focused care within a culture that expects and demands excellence for patients.” Dr. Anderson knows that patients and their families will feel a strong and direct impact in those areas touched by the Baldrige process. “Through participation in this process, both employees and patients will be able to better recognize Memorial as an organization that is both better and different from other health care organizations,” said Dr. Anderson. “It’s not just about the award. It’s all about improving your organization along the journey to better serve patients and their families.” ■ Core values and concepts of the Baldrige Foundation: Visionary leadership Patient-focused care Organizational and personal learning Valuing staff and patients Agility Focus on the future Managing for innovation Management by fact Social responsibility and community health Focus on results and creating value Systems perspective www.qualityoflife.org 7
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Page 3 and 4: William Mize, M.D., Developmental P
Page 5: A Systemwide Approach As with any s
Page 9 and 10: Closer to Home There’s never room
Page 11 and 12: Take Charge Advance directives give
Page 13 and 14: ! You Heart and Your When it comes
Page 15 and 16: Risky Business With just a few twea
Page 17 and 18: News Briefs Lighten Up! Making Fun
Page 19 and 20: Datebook Memorial offers educationa

Fall 2005 - Memorial Hospital of South Bend

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