Our Journey To Excellence: MQA, Baldrige and Beyond

Richard F. Failla, CEO

By: Richard F. Failla, CEO

Baldrige Performance Excellence Program

In January of 2009, Research Psychiatric Center implemented the Baldrige Framework for Performance Excellence, including a five-year plan for overall hospital improvement. The goal is this: demonstrate measurable improvement across all metrics through the Baldrige program.

What is the Baldrige Performance Excellence Program?

The Baldrige program is a strategically developed set of questions which focus on the critical aspects of management and help guide an organization toward success and sustainability. There are seven categories:

1. Leadership
2. Strategic Planning
3. Customer Focus
4. Measurement, Analysis and Knowledge Management
5. Workforce Focus
6. Operations
7. Results

 

Progressing Through the Baldrige Program

 

Organizational Self-Assessment

The data from our self-assessment became a baseline for overall facility improvement. The data was integrated into an improvement plan in five different key areas, or Studer’s “pillars.”

1. Quality
2. Growth
3. Service
4. Fiscal
5. People

The Missouri Quality Award

The Missouri Quality Award is a state-level version of the Baldrige program. As Research Psychiatric Center progresses through the application and processes involved with achieving this prestigious award, we have increased our performance across all metrics. We have:

• Become the leader in market share in the Kansas City Market
• Improved our ADC by 23%
• Doubled EBITDA in three years
• Increased patient satisfaction scores by 85%*
• Increased workforce engagement by 19%
• Increased physician satisfaction scores to 94%

*Press Ganey Satisfaction Score

 

Evidence-Based Practice Model

Adolescents

Through the Baldrige program, we have adopted an evidence-based practice model for our Adolescent unit including these steps to increase patient, physician and staff comfort and capability:

• Eliminated restraints
• Significantly reduced seclusions
• Best Practice results recognition throughout the Kansas City market.

Geriatric Psychology & Psychiatry

The Gero-Psych unit at Research Psychiatric Center was selected for the “Team Steps” fall (slips, trips) reduction program and has achieved a more than 50% reduction in patient falls.

 

Learn More about the Baldrige Program

The Baldrige Performance Excellence Program has made a significant difference in Research Psychiatric Center’s success and sustainability. Our goal is to continue to improve our performance to world-class level, and ultimately, recognition as a Malcolm Baldrige Award winner. Our journey is one that will take us from good to great.

http://www.nist.gov/baldrige/

For more information concerning Research Psychiatric Center’s journey through the Baldrige Performance Excellence Program, call us at 816-444-8161 or use the Contact Us form on our home page, select “General Questions/Comments” and put “Baldrige” as the first line.