GROUP1PROJECTFALL2HA511
docx
keyboard_arrow_up
School
Park University *
*We aren’t endorsed by this school
Course
511
Subject
Health Science
Date
Feb 20, 2024
Type
docx
Pages
13
Uploaded by gemminie
1
Winning the Malcolm Baldrige National Quality Award
Tara Y Geuy, Grace Kehogi, Michelle Conrad, Florabel
Park University
HA511 Professor Travis Manroe
December ??, 2023
2
Winning the Malcolm Baldrige National Quality Award
P.1
Organizational Description
Purpose
Sentara Health, an integrated, not-for-profit health care delivery system, celebrates more than 130 years in pursuit of its mission - "we improve health every day." Sentara is one of the largest health systems in the U.S. Mid-Atlantic and Southeast, and among the top 20 largest not-for-profit integrated health systems in the country, with 30,000 employees, 12 hospitals in Virginia and Northeastern North Carolina, and the Sentara Health Plans division which serves more than 1.2 million members in Virginia and Florida. Sentara is recognized nationally for clinical quality and safety and is strategically focused on innovation and creating an extraordinary health care experience for our patients and members. Sentara was named to IBM Watson Health's "Top 15 Health Systems" (2021, 2018), and was recognized by Forbes as a "Best Employer for New Grads" (2022), "Best Employer for Veterans" (2022), and "Best Employer for Women" (2020).
P.2
Organizational Situation
Purpose
This item asks about the competitive environment in which your organization operates, including your key strategic challenges, threats, advantages, and opportunities. It also asks how you approach performance improvement and learning. The aim is to help you understand your key organizational challenges and your system for establishing and preserving your competitive advantage.
Leadership (Category 1)
The Malcolm Baldrige National Quality Award is a prestigious recognition that celebrates organizations committed to excellence and performance excellence across various dimensions of leadership, strategic planning, customer focus, measurement, analysis, knowledge management, workforce focus, operations, and results. Sentara Healthcare, a non-profit health system headquartered in Virginia, stands as a compelling nominee for the Baldrige Award primarily due to its outstanding leadership attributes and practices (About Sentara, n.d.).
1.1
Senior Leadership
The Baldrige Leadership model emphasizes visionary leadership, organizational governance, and societal responsibilities as crucial components (Leadership Behaviors That Count (and Can Benefit All Organizations), 2015). Sentara Healthcare's leadership embodies these principles, making it a standout nominee for the Baldrige
Award. Visionary leadership is at the core of the Baldrige model, and Sentara Healthcare exemplifies this principle. The organization's leaders have set a compelling vision for the future, driven by a patient-centric approach and a commitment to high-quality healthcare services. This vision guides the organization's decision-
making and strategic planning, creating a shared sense of purpose among employees and stakeholders.
Sentara's leaders understand the dynamic nature of the healthcare industry, and their vision is underpinned by a continuous commitment to innovation, adaptability, and a relentless focus on patient care and safety. They promote values such as compassion, integrity, and excellence, which permeate every aspect of the organization's operations. This visionary leadership sets the foundation for the rest of the organization to follow suit, striving for excellence and continuous improvement (About Sentara, n.d.).
3
1.2 Governance and Societal Contributions
Organizational governance is another critical component of the Baldrige Leadership model, and Sentara Healthcare excels in this area. The organization is overseen by a highly competent board of directors and managed by an executive team committed to ethical conduct and a patient-centered vision. The board provides guidance and oversight, ensuring that the organization's actions are aligned with its mission and values. Sentara's governance structure fosters transparency and accountability, contributing to trust among stakeholders.
The board of directors actively engages with senior leadership to understand and address the evolving needs of the healthcare landscape, supporting the organization's strategic decisions and ensuring that resources are allocated effectively. This strong governance structure is integral to Sentara Healthcare's ability to maintain its leadership position in the healthcare industry (About Sentara, n.d.).
Societal responsibilities emphasize the role of organizations in contributing to the greater good of society. Sentara Healthcare recognizes this responsibility and actively engages in various community initiatives. The organization demonstrates a strong commitment to improving the health and well-being of the communities it serves. Sentara provides healthcare services to underserved populations, actively participates in public health efforts, and supports initiatives that promote wellness and disease prevention. The organization leverages its leadership to advocate for healthcare policy changes that benefit both its patients and the broader community. This commitment to societal responsibilities reflects Sentara Healthcare's dedication to not only providing excellent healthcare but also enhancing the overall health of the communities it serves (Vajda, 2021).
Sentara Healthcare's alignment with the Baldrige Leadership model is evident through its visionary leadership, strong organizational governance, and unwavering commitment to societal responsibilities. The organization's leaders set a compelling vision, focused on patient-centric care and continuous improvement, which guides the entire organization towards excellence. The governance structure ensures ethical conduct and accountability, while Sentara actively engages in community initiatives, embodying its societal responsibilities (Mowbray, 2021). The leadership qualities exhibited by Sentara Healthcare are integral to its position as a prime nominee for the Baldrige Award. By recognizing Sentara's exemplary leadership attributes and practices, the Baldrige Award can serve as a beacon of inspiration for other organizations, highlighting the importance of visionary leadership, ethical governance, and a commitment to societal well-being in the journey towards excellence. Sentara Healthcare's leadership excellence not only benefits its patients but also sets a standard for the healthcare industry as a whole.
Strategy (Category 2)
This category asks how you develop strategic objectives and action plans, implement them, change them if circumstances require, and measure progress.
2.1
Strategy Development
Purpose
This item asks how you establish a strategy to address your organization’s challenges and threats and leverage its advantages and opportunities, and how you make decisions about outsourcing, work systems, and core competencies. It also asks about your key strategic objectives and their related goals. The aim is to strengthen your overall performance, competitiveness, and future success.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
4
Customers (Category 3)
This category asks how you engage patients and other customers for long‐term marketplace success, including how you listen to them, serve and exceed their expectations, build relationships with them, and enhance the customer experience.
3.1
Customer Listening
Purpose
This item asks about your processes for listening to your patients and other customers and determining customer
groups and segments. It also asks about your processes for determining and customizing health care service offerings that serve your patients, other customers, and markets. The aim is to capture meaningful information in order to meet and exceed your patients’ and other customers’ expectations and improve marketing.
Measurement, Analysis, and Knowledge Management (Category 4)
In the simplest terms, category 4 is the “brain center” for the alignment of your operations with your strategic objectives. It is the main point within the Health Care Criteria for all key information on effectively measuring, analyzing, reviewing, and improving performance and managing organizational knowledge to drive improvement, innovation, and organizational competitiveness. Central to this use of data and information are their quality and availability. Furthermore, since information and knowledge management might themselves be primary sources of competitive advantage and productivity growth, this category also includes such strategic considerations.
Workforce (Category 5)
This category addresses key workforce practices—those directed toward creating and maintaining a high‐
performance environment and toward engaging your workforce, including physicians and other practitioners.
5
To reinforce the basic alignment of workforce management with overall strategy, the Criteria also cover workforce planning as part of overall strategic planning in category 2.
5.1
Workforce Environment
Purpose
This item asks about your workforce capability and capacity needs, how you meet those needs to accomplish your organization’s work, and how you ensure a supportive workplace climate. The aim is to build an effective environment for accomplishing your work and supporting your workforce.
Operations (Category 6)
This category asks how you design, manage, and improve your health care services and work processes; ensure operational effectiveness to deliver patient and other customer value; manage your supply chain and mitigate risks; and achieve organizational success now and in the future.
6.1
Work Processes
Purpose
This item asks about the design, management, and improvement of your key health care services and your work and support processes.
Results (Category 7)
National Industry Quality Recognitions
Sentara not only meets the highest national industry standards and benchmarks for delivering high quality and safe care, but we also push to exceed them. Reflecting this, we consistently achieve top quality awards and accolades. For example, IBM Watson Health recognized Sentara as one of the 2018 "Top 15 Healthcare Systems" in the country. Sentara not only was included in the list, but we also performed in the highest possible quartile compared to the 337 healthcare systems that were considered for inclusion. Sentara excelled in outcomes for mortality, complications, healthcare associated infections (HAIs), length of stay (LOS), emergency department wait times, episode costs and patient experience.
6
We also have ranked at the top of U.S. News & World Report's best hospitals and healthcare programs for more
than 18 consecutive years. Additionally, eight of our hospitals have achieved Magnet Recognition Program® designation from the American Nurses Credentialing Center (ANCC), the highest quality designation for nursing and one that ANCC only awards to eight percent of hospitals nationwide.
From hybrid operating rooms to new models of care, we have always been ahead of the curve. For example, we:
Performed Hampton Roads’ first heart and kidney transplants, in addition to the first open-heart surgery. Opened the first PACE (Program for All-Inclusive Care of the Elderly) site in Virginia.
Were the first in the nation to pioneer eICU®, a remote monitoring system for intensive care.
Were the first to leverage telehealth through Sentara Home Care Services to better monitor and manage patients
remotely. Gained worldwide fame when America’s first in-vitro baby was born at Sentara Norfolk General Hospital.
Fast Facts:
$260 million total investment in our communities
126,495 adult hospital admissions
786,063 emergency department visits
16,036 babies delivered
9 Magnet nursing hospitals
4.0 CMS Star Rating for Medicare
$11.2B operating revenue
Sentara has been recognized as one of America's "Best Employers for New Grads" in 2022 by Forbes. We are number 149 out of 300 nationwide employers across 25 industries, and the only healthcare system headquartered in Virginia included on the list.
All 12 Sentara hospitals nationally recognized for excellent stroke care One way Sentara meets this high standard is with TeleStroke technology - a remote, video-based system that allows immediate access to neurologists. The remote neurologists work with a specially trained team of onsite nurses, physicians, and surgeons, to deliver rapid, life-saving care.
All 12 Sentara hospitals received American Heart Association and American Stroke Association’s joint ‘Get With the Guidelines’ (GWTG) Awards for providing excellent stroke care, ultimately leading to more lives saved and shorter recovery times. GTWG recognizes hospitals committed to delivering the most appropriate treatment for stroke patients and meet certain criteria, including the time it takes to give "clot buster" medication to achieve the best outcomes.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
7
* The star rating for Medicare.gov Hospital Compare is made up of over 50 measures that span from one to three years.
** Sentara hospitals that have not yet received Magnet status are actively working towards achieving that goal.
8
Mortality ratio compares the rate of patient deaths in the hospital to the expected rate of hospitalized patient deaths based on national averages. A ratio of 1.0 is what would be expected based on certain medical problems and illnesses. A ratio less than 1 is lower than expected, while a ratio greater than 1 is higher than expected.
9
Complications are conditions that arise in a patient's care in the hospital, many of which are believed to be broadly preventable. The complication ratio compares the rate of patient complications in the hospital to the expected rate of complications based on national averages. A ratio of 1.0 is what would be expected based on certain medical problems and illnesses. A ratio less than 1 is lower than expected, while a ratio greater than 1 is higher than expected.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
10
Readmissions are cases where a patient is discharged from the hospital, but then needs to be readmitted within a
certain amount of time, usually 30 days. The readmission ratio compares the rate of readmissions to the hospital
compared to the expected rate of hospital readmissions based on national averages. A ratio of 1.0 is what would be expected based on certain medical problems and illnesses. A ratio less than 1 is lower than expected, while a ratio greater than 1 is higher than expected.
11
Awards and Recognitions
Best Hospitals, U.S. News and World Report (20+ years)
Top 15 Health System, IBM Watson Health (2021)
Top 15 Health System, IBM Watson Health (2018)
Top 100 Hospitals, IBM Watson Health (Sentara Williamsburg Regional Medical Center and Sentara Leigh Hospital, 2016, 2018)
100 Great Hospitals in America 2016, Becker’s Hospital Review (2016)
Distinguished Hospital Award for Clinical Excellence, Health Grades (2015)
Top Hospital, The Leapfrog Group (2015 and 2016)
2014 Business of the Year Award, Prince William Chamber of Commerce (2014)
Five Star Rating for Best Nursing Homes, U.S. News & World Report (2014 and 2013)
Most Wired Health System Ranking, Hospitals & Health Networks (2012)
#1 Integrated Healthcare System, Modern Healthcare (2001, 2009, 2010, and 2011)
HIMSS Davies Award, HIMSS (2010)
Quest for Quality, American Hospital Association (2004)
Magnet Recognition Program® designation from the American Nurses Credentialing Center:
Sentara Martha Jefferson Hospital (since 2006)
Sentara Norfolk General Hospital (since 2008)
Sentara Williamsburg Regional Medical Center (since 2014) Sentara RMH Medical Center (since 2014)
Sentara Leigh Hospital (since 2015)
Sentara Princess Anne Hospital (since 2016)
Sentara CarePlex Hospital (since 2017)
Best Employer for New Grads, Forbes (2022)
Top Performer in LGBTQ Healthcare Equality, Healthcare Equality Index (HEI), (2022)
Best Employer for Women, Forbes (2020)
Leader in LGBTQ Healthcare Equality, Healthcare Equality Index (HEI), (2020)
America's Best Employers, Forbes (2018)
The 25 Best Hospitals to Work for in the U.S., Faculty of Medicine for Doctors and Medical (2016)
Lead Transformative CEO in Healthcare, The CEO Forum (2019)
100 Most Influential People in Healthcare, Modern Healthcare (Howard P. Kern, 2017)
Top 25 COOs in Healthcare, Modern Healthcare (Michael Gentry, 2017, 2018)
150 CFOs to Know, Becker’s Hospital Review (Robert Broermann, 2016)
CEO IT Achievement Award, Modern Healthcare (2010)
Outstanding Patient Care Award, CipherHealth (2016)
Tidewater Women Ladies' Choice Awards, Tidewater Women (2016)
Blue Distinction for Spine Surgery, Blue Cross Blue Shield (2016)
Blue Distinction for Knee and Hip Replacement, Blue Cross Blue Shield (2016)
Blue Distinction for Maternity Care, Blue Cross Blue Shield (2016)
Mission Lifeline® Recognition Award, The American Heart Association (2016)
Commission on Cancer Outstanding Achievement Award, The American College of Surgeons (2012)
"A" Grade for Hospital Safety Scores, The Leapfrog Group (2015 and 2016)
12
2015 VHHA Distinguished Service Award, Virginia Hospital and Healthcare Association (2015)
John M. Eisenberg Patient Safety and Quality Award for Innovation in Patient Safety and Quality, Joint Commission, and the National Quality Forum (2005)
References
About Sentara. (n.d.). Retrieved from Sentara: https://www.sentara.com/aboutus#:~:text=Sentara%20Health
%2C%20an%20integrated%2C%20not,for%2Dprofit%20integrated%20health%20systems
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
13
About Sentara. (n.d.). Retrieved from Sentara: https://cp.sentara.com/aboutus/mission-vision-and-values.aspx
Healey, B. J. (2017). Principles of healthcare leadership. Health Administration Press; Washington, Dc.
Leadership Behaviors That Count (and Can Benefit All Organizations). (2015, September). Retrieved from NIST: https://www.nist.gov/baldrige/leadership-behaviors-count-and-can-benefit-all-organizations
Mowbray, N. (2021, January 22). Sentara RMH Receives Gold Beacon Award from AACN. Retrieved from Sentara: https://www.sentara.com/aboutus/news/articles/sentara-rmh-receives-gold-beacon-award-from-
aacn
Vajda, B. (2021, March 17). Sentara Healthcare Supports our Community Through Corporate Social Responsibility. Retrieved from Sentara: https://www.sentara.com/aboutus/news/articles/sentara-
healthcare-supports-our-community-through-corporate-social-responsibility