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HBOK 1-256

Title Caring Culture and Results Focus Lead to Baldrige Award
Author(s) Max Christian Hansen
Source Quality Progress
Topic Organizational CultureAccreditations/Certifications/Awards (TJC, ISO, Baldrige)

Engaging and Empowering the Workforce

Abstract For many years Mississippi ranked near the bottom of health status rankings, but now the North Mississippi Medical Center (NMMC), the largest rural medical center in the country, is the recipient of the 2006 Malcolm Baldrige National Quality Award in the healthcare category. NMMC leaders practiced an approach that creates an open communication environment and a culture committed to breaking through barriers of low expectation. Leadership identified five critical success factors— people, service, quality, financial well-being, and growth—around which all activities are organized to create alignment and structure for sustained operational excellence. NMMC’s target for each health process or outcome is to be in the top 10 percent in performance, and it makes good on its mission to continually improve the health of the people of its region. The NMMC results-oriented culture comes from its willingness to learn and a belief that its results are never good enough. This approach to care management has resulted in gains of $11.1 million since 1999 and overall employee satisfaction in the 90th percentile level.
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