Results with Baldrige in Health Care

(links are to organization profiles)

Memorial Hospital and Health Care Center

• Memorial Hospital and Health Care Center earned 5-star ratings for overall quality of inpatient care from the Centers for Medicare and Medicaid Services (CMS) every year since the ratings were released, and its performance in CMS’s Value-Based payment system ranked in the top 10 percent of health care organizations nationwide since 2017. Its excellent health care outcomes include zero early elective deliveries before 39 weeks since 2015, zero pressure ulcers in its skilled caring center since 2016, zero central-line-associated blood stream infections since 2016, and zero hospital methicillin-resistant staphylococcus aureus (MRSA) infections since 2015.
• Setting national benchmarks for patient safety, the organization earned the Leapfrog Hospital Safety Grade of “A” since 2016. These patient safety results include a two-year reduction in total harm issues, from 6.2 to 1.1 per 1,000 patient days from 2016 to 2018; a bedside medication verification rate of more than 97 percent, exceeding the Leapfrog benchmarks from 2013 to 2018; and a performance level in the top 10 percentile of CMS comparison data for PSI-90 patient safety composite results since 2017.
• The organization sustained a dominant leadership position in its county and primary market area for several years preceding its 2018 Baldrige Award. For three years, its inpatient market share in its county was greater than 70 percent, and its outpatient market share was greater than 80 percent, with no competitor having more than 10 percent.

Adventist Health Castle

• Adventist Health Castle performed in the top 25 percent of hospitals nationwide on composite measures of patient safety, evidence-based care, and mortality related to its clinical care processes, improving its performance by 12 percent over the three years prior to its 2017 Baldrige Award. The medical center achieved or surpassed performance levels in the top 10 percent of national comparisons during that period for rates of compliance with evidence-based practices to improve outcomes for venous thromboembolism, stroke, and sepsis, as well as for elective delivery guidelines for its birth center patients. 
• Demonstrating exceptional patient safety—with performance in the top 10 percent of national comparisons—the medical center achieved rates from below 1 percent to zero for common hospital-acquired infections and for patient falls, had zero catheter-associated urinary tract infections in its inpatient units for more than three years, and had zero central-line-associated blood stream infections in its intensive care unit for four of the previous five years.
• Adventist Health Care also boasts levels of physician engagement in the top 10 percent of national results, based on physicians’ responses to three Gallup survey questions that ask them about the health care organization’s safety, appeal as a place to practice medicine, and quality of care. 

Southcentral Foundation

• Southcentral Foundation exceeded the 90th percentile in rankings of the Healthcare Effectiveness Data and Information Set (HEDIS), a widely used industry performance measures maintained by the National Committee for Quality Assurance.
• Sustaining a dominant market position since its founding, the organization provides care for nearly 100 percent of the Alaska Native and American Indian population in its 107,400-square-mile service area.
• As a result of the organization’s adoption of optimized access as one of its operational principles, 70 percent of behavioral health patients receive same-day consultations.

Kindred Nursing and Rehabilitation Center–Mountain Valley

• For seven consecutive years, Kindred–Mountain Valley has achieved a five-star quality rating—the highest possible—from the Centers for Medicare and Medicaid Services, a ranking designed to help potential residents, families, and caregivers compare nursing homes. Less than 1 percent of 15,600 skilled nursing facilities nationwide achieved the five-star rating over the same time period.
• One hundred percent of Kindred–Mountain Valley residents and family members surveyed have expressed either “very” or “extreme” overall satisfaction levels since 2013, which is above the national industry average by 20 percent for residents and by 10 percent for families.
• Kindred–Mountain Valley maintains a 90 percent employee retention rate, which is more than 20 percent above the national industry average. The turnover rate of the organization’s nursing staff is 22 percent, compared to national rates of 50 percent or higher for other nursing homes.

Memorial Hermann Sugar Land Hospital

• Memorial Hermann Sugar Land ranks among the top 10 percent of hospitals nationally for its performance on measures of emergency center arrival-to-discharge time, compliance with regulations to reduce medication errors, bed turnaround times, radiology and laboratory result turnaround times, and the use of computerized physician order entry. What’s more, the hospital’s readmission rates for patients treated for acute myocardial infarction, congestive heart failure, and pneumonia were lower than those of hospitals nationwide, according to data from the Centers for Medicare and Medicaid Services.
• The hospital had retention rates for fiscal year 2016 of 90 percent for employee partners, 100 percent for physician partners, and 90 percent for volunteer partners—all comparable to or exceeding national benchmarks. The first-year retention rate for all partners that year was nearly 75 percent, exceeding the national level.
• Patients said they were “likely to recommend” several service lines and departments of Memorial Hermann Sugar Land—including day surgery, emergency care, gynecology, orthopedics, and women’s health—at levels that put the hospital in the Press Ganey Associates 90th percentile for this measure.

Charleston Area Medical Center (CAMC) Health System

• For the past two years, CAMC Health System has ranked in the top 5 percent for quality inpatient service by Healthgrades, a national service that rates the performance of physicians, hospitals, and health care providers. The health system also received the group’s Distinguished Hospital Award.
• CAMC ranked in the top decile for trauma/orthopedic care national composite and trauma/orthopedic care national overall mortality in 2012 and 2013 (the latest data available when the organization received the Baldrige Award in 2015), according to the Comparion Medical Analytics national database.
• Since 2012, according to Healthcare Performance Solutions, CAMCHS has ranked in the top decile nationally on the patient focus index, based on the annual employee survey question that relates to organizational culture and the vision of delivering the best care.
• Despite an above-average need in its service area for uncompensated care, CAMC has maintained an operating margin of just under 10 percent since 2011, exceeding the benchmark of Truven Health Analytics teaching hospitals benchmar and comparison results for Moody’s “A3” and median-rated hospitals as well as other West Virginia hospitals.

 Hill Country Memorial

• Truven Health Analytics named Hill Country Memorial (HCM) one of the "Top 100 Hospitals" all three years preceding its Baldrige Award. Becker's Hospital Review selected HCM as one of its "Top 100 Great Community Hospitals" the year it received the Baldrige Award. What's more, Healthgrades consistently scores HCM in the top 10 percent nationally for patient safety, general surgery, gastrointestinal care, and joint replacement.
• HCM ranked in the top 10 percent nationally for satisfaction and engagement scores of both employees and independent physicians in 2013 and 2014.
• HCM demonstrated significant improvements in its financial performance over the three years leading to its Baldrige Award. During that period, HCM's net income increased from $10 million to nearly $20 million, ratios of cash flow to total debt improved from 50 to 60, and ratios of cash and investments to debt improved from less than 1.5 to higher than 3.

St. David's HealthCare

• During each of the four years leading to its Baldrige Award, St. David's HealthCare (SDH) achieved composite performance on core measures reported by the Centers for Medicare and Medicaid Services (CMS) that was at or better than the top 10 percent of health care systems nationally for each disease group.
• Through its "Service Excellence Initiative" and other efforts to address patient and customer needs at all stages of the health care experience, SDH's patient satisfaction scores, as assessed by Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), improved in each of the four years preceding its Baldrige Award.
• From 2008 to 2014, SDH provided more than $1 billion in uncompensated care, with the amounts increasing each year. During that period, SDH also provided at least 6 percent of its net revenue to charity care—150 percent more than is required under St. David's Foundation's nonprofit status.

Sutter Davis Hospital

• Scores for Sutter Davis Hospital (SDH)'s performance in providing quality health care for specific patient treatment groups such as those with acute myocardial infarction, congestive heart failure, and pneumonia, ranked in the top 10 percent nationally for the three years preceding its Baldrige Award.
• SDH has exceeded the top 10 percent benchmarks nationally for readmission rates and average length of stay for patients treated for pneumonia, heart failure, and acute myocardial infarction, as well as outperforming benchmarks for average length-of-stay measures for both Medicare patients and overall inpatient care.
• SDH has demonstrated high standards for work and process efficiency, including decreasing the average door-to-doctor time in the emergency room from 45 minutes to 22 minutes in four years, which was well below the state benchmark of 58 minutes at that time.

North Mississippi Health Services

• North Mississippi Health Services (NMHS) demonstrated high patient satisfaction, with weighted scores at or above the national 90th percentile on Press Ganey Associates surveys, all four years leading to its 2012 Baldrige Award.
• Despite its location in what has been called "the nation's epicenter of poverty," NMHS is the only health care organization in Mississippi or Alabama with a Standard & Poor's (S&P) AA credit rating, which it has held for the past 18 years.
• NMHS improved health in the rural communities it serves through its efforts to manage diabetes; increase colorectal cancer screenings; and decrease the number of smokers in the region, which declined by 7 percent since 2004 to 15.6 percent in 2012.
• The system's flagship hospital North Mississippi Medical Center (a 2006 Baldrige Award winner) demonstrated performance at the 100 percent level for Joint Commission-accredited hospitals in 26 of 30 Surgical Care Improvement Project core measures. And its strong focus on patient safety led to zero central line-associated blood stream infections in its intensive care unit for two years.

Henry Ford Health System

• Prior to receiving the 2011 Baldrige Award, Henry Ford Health System (HFHS) demonstrated performance on core measures publicly reported for the Centers for Medicare and Medicaid Services (CMS) at the 90th percentile for 75 percent of the reporting areas across the system's seven inpatient hospitals.
• HFHS maintained a positive net operating income of greater than $25 million per year from 2007 to 2010, despite increases in uncompensated care from approximately $130 million in 2007 to approximately $200 million in 2010.
• In 2011, the organization's Health Alliance Plan was rated number one for member satisfaction among all health insurance plans in Michigan by J.D. Powers and Associates.
• HFHS contributed an overall economic benefit to southeast Michigan of $5.8 billion in 2010 through its efforts and activities to support the community.

Schneck Medical Center

• Schneck Medical Center (SMC) consistently demonstrated high levels of performance in relation to patient-focused health care measures in the years leading to its 2011 Baldrige Award, scoring 100 percent on 17 of 22 core measures reported for the Centers for Medicare and Medicaid Services (CMS) in the second quarter of 2011.
• SMC demonstrated role-model performance in maintaining overall rates of hospital-acquired infections at or below 1 percent from 2008 to 2011.
• SMC achieved highly favorable performance on patient satisfaction surveys in the years leading to its Baldrige Award, meeting or exceeding the top 10 percent or top 25 percent levels on nine of ten measures of the national Press Ganey Associates surveys.
• SMC demonstrated excellence in measures of its operating margin, cash flow, and cash position in the years leading to its Baldrige Award, with its reported results comparing favorably to the Standard & Poor's (S&P) "A" and "AA"-rated median levels.

Southcentral Foundation

• In 2010, Southcentral Foundation (SCF) achieved the highest level of recognition from the National Committee on Quality Assurance (NCQA) for creating a strong primary care system that engages its patients (known as "customer-owners") and offers a broad range of preventive services and treatment.
• Care and cost improvements that SCF achieved in the years preceding its 2011 Baldrige Award include increasing same-day access to care, leading to a 50 percent decrease in costly emergency room and urgent care visits; decreasing specialty care by about 65 percent; decreasing primary care visits by 20 percent; and decreasing hospital admissions by 53 percent.
• SCF consistently increased its total revenue from $120.2 million in 2003 to $201.3 million in 2010, exceeding the Medical Group Management Association (MGMA) 90th percentile in 2010. Third-party payer revenue increased from $7.4 million to $17.9 million in the same time period, also exceeding the MGMA 90th percentile in 2010.
• SCF reduced the incidence and improved the management of diabetes, a condition experienced by Alaska Native and American Indian people at twice the national rate. From 2009 to 2011, SCF's performance levels for diabetes care exceeded the 90th percentile among results of health plans nationwide.

Advocate Good Samaritan Hospital

• While featuring high-level trauma and perinatal care, Advocate Good Samaritan Hospital ("Good Sam") had revenues of $420 million in 2010.
• This hospital decreased risk-adjusted mortality (actual mortality divided by expected mortality where 1.0 equals the expected) from 0.73 in 2004 to 0.25 in 2010.
• In the years preceding its 2010 Baldrige Award, this hospital achieved results on core measures of pneumonia, heart failure, heart attack, and surgical care that either approached or exceeded the national top-decile levels of results reported to the Centers for Medicare and Medicaid Services.
• This hospital's Cardiac Alert Program has been benchmarked across the country, and the Institute for Healthcare Improvement recognized it as an international best practice.

AtlantiCare

• For key patient outcomes, AtlantiCare was ranked in the national top 10% by the Centers for Medicare and Medicaid Services.
• AtlantiCare exceeded the Professional Research Consultants' national 90th percentile for several areas of customer satisfaction from 2007 to 2009 and led the market in customer preference in 2008.
• Workforce engagement ranked close to the 90th percentile nationally, and turnover rates for nurses were substantially lower than the state average for hospitals.
• AtlantiCare provided 90% of the free care in the county in 2008.

Heartland Health

• Overall outpatient satisfaction ratings were at 90% between 2006 and 2009.
• The Community Health Plan ranked above the National Committee for Quality Assurance's 90th percentile, and Heartland was ranked in the top 15% nationally for patient safety by HealthGrades.
• Cost savings resulting from process improvement increased from around $8 million in 2005 to more than $25 million in 2009. 

Resources

Baldrige Excellence Framework (Health Care)
Testimonials From Health Care
Baldrige Case Study