Fall 2005 - Memorial Hospital of South Bend

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
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