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9780873894845

Insights to Performance Excellence in Healthcare 2000

by ; ; ;
  • ISBN13:

    9780873894845

  • ISBN10:

    0873894847

  • Format: Paperback
  • Copyright: 2000-04-01
  • Publisher: Asq Pr
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Table of Contents

Preface vii
Acknowledgements viii
Introduction 1(2)
The Core Values to Achieve Performance Excellence
3(10)
Insights to Performance Excellence
13(6)
The Business Case for Using the Baldrige Performance Excellence Criteria in Health Care
13(6)
Practical Insights, Connections, and Linkages
19(22)
The Imperative for Performance Excellence in Health Care
41(4)
Clinical and Service Excellence: Bringing Back the Spirit
45(8)
Criteria for Performance Excellence in Health Care---Systems Framework
53(8)
Changes in the 2000 Health Care Criteria
61(4)
Leadership---125 Points
65(12)
Organizational Leadership
66(6)
Public Responsibility and Citizenship
72(5)
Strategic Planning---85 Points
77(16)
Strategy Development
79(5)
Strategy Deployment
84(9)
Focus on Patients, Other Customers, and Markets---85 Points
93(14)
Patient/Customer and Health Care Market Knowledge
94(5)
Patient/Customer Satisfaction and Relationships
99(8)
Information and Analysis---85 Points
107(12)
Measurement of Organizational Performance
108(6)
Analysis of Organizational Performance
114(5)
Staff Focus---85 Points
119(18)
Work Systems
120(6)
Staff Education, Training, and Development
126(5)
Staff Well-Being and Satisfaction
131(6)
Process Management---85 Points
137(20)
Health Care Service Processes
138(9)
Support Processes
147(5)
Supplier and Partnering Processes
152(5)
Organizational Performance Results---450 Points
157(92)
Patient and Other Customer Focused Results
158(5)
Financial and Market Results
163(4)
Staff and Work System Results
167(4)
Supplier and Partner Results
171(4)
Organizational Effectiveness Results
175(74)
Tips on Preparing a Baldrige Award Application
181(10)
Scoring System
191(10)
Self-Assessments of Health Care Organizations and Management Systems
201(12)
The Site Visit
213(3)
Team Leader's Site Visit Checklist
216(1)
Generic Site Visit Questions
217(8)
Summary of Health Care Eligibility Categories and Restrictions
225(4)
Health Care Organizations Recognized for Performance Excellence
229(20)
Glossary 249(6)
Clarifying Confusing Terms 255(4)
Appendix A: Malcolm Baldrige Award Winners and Contact Information 259(6)
Appendix B: Comparing Baldrige, a Maturity/Excellence Model with JCAHO, a Compliance Model 265(4)
Appendix C: 2000 Systems Required for Performance Excellence 269(10)
About the Authors 279(2)
Index 281

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