1. The Benchmark Memo June-2013

    June 30, 2013 by ahmed

    Greetings to our members,

    Click here to read the Benchmark Memo

    This month’s content includes:

    1. Healthcare Excellence best practice report.
    2. Singapore has best health care outcome at the best price.
    3. Heartland Health – continuous quality improvement brings excellent financial performance.
    4. Healthcare Performance Measures.
    5. 2nd International Best Practice Competition.

    Best Regards,

    neil-sig

    Neil Crawford
    BPIR.com


  2. Benchmark Memo – June 2013 (for Singapore members)

    June 22, 2013 by ahmed

    Greetings to our members,

    Click here to read the Benchmark Memo

    This month’s content includes:

    1. Healthcare Excellence best practice report.
    2. Singapore has best health care outcome at the best price.
    3. Heartland Health – continuous quality improvement brings excellent financial performance.
    4. 2nd International Best Practice Competition.

    Best Regards,

    neil-sig

    Neil Crawford
    BPIR.com


  3. Singapore Healthcare System achieves extraordinary results

    June 21, 2013 by ahmed

    The Singapore healthcare system has managed to achieve extraordinary results both in terms of quality and in terms of controlling costs. Healthcare expenditures in terms of Gross Domestic Product (GDP) are the lowest of all high income countries in the world!

    What’s the secret? It is apparent that it is more than just the process of putting the right components together. It is also related to the spirit and philosophy of Singapore itself including the way it is governed and how it relates to the world at large.

    Noted Harvard professor, biotech entrepreneur, and AIDS researcher William Haseltine in his study of Singapore found that the following three compelling qualities were woven into the fabric of the country:

    • Long-term political unity,
    • An ability to recognize and establish national priorities, and
    • A consistent desire for the collective well-being and social harmony of Singapore.

    Haseltine describes the Singapore healthcare results as “Affordable Excellence”.

    This is outlined in detail in his latest book Affordable Excellence; The Singapore Health Care Story: How to Create and Manage Sustainable Health Care Systems (Brookings, 2013). Download a free PDF copy or an e-Book

    In the following video Haseltine highlights the lessons he learned and shows where they could be applied to the U.S. health care system.


  4. Sustaining Excellence: Coral Springs Keeps Shining as a Role Model

    June 17, 2013 by ahmed

     

    The City of Coral Springs is a planned community of about 123,000 residents in South Florida. The city was one of the first local governments to implement the Baldrige performance excellence model. The city’s first implementation of Baldrige criteria was through a state-level program called “Florida Sterling”.

    The successful application of Baldrige has made the city one of the best public sector organisations in the world.

    Below is an interview with Susan Grant, deputy city manager of Coral Springs sharing the city’s Baldrige journey.


    When Coral Springs, Florida, won the Baldrige Award in 2007, it became the first city in the nation-and one of the first two nonprofit organizations-to receive the U.S. Presidential honor for performance excellence.

    That year, Coral Springs boasted results such as a triple-“A” bond rating from all three of the largest U.S. bond-rating agencies for seven years in a row; a crime rate per 100,000 people that decreased by nearly half over ten years (to become the lowest in Florida and the fourth-lowest nationwide for cities of similar size); and high levels of satisfaction among residents, businesses, and city employees. As the Baldrige Program’s 25th anniversary celebration is fast approaching, I recently asked Susan Grant, deputy city manager of Coral Springs, to share an update on her city’s Baldrige journey today. Following are her responses:

    How has your organization been sustaining excellence since winning the Baldrige Award? Any recent results you wish to share?

    Maintenance of customer satisfaction (both resident and businesses) during the recession as well as maintenance of the city’s “AAA” bond rating are a few of the results that demonstrate our sustained excellence since winning the Baldrige Award. Other important results that we’ve maintained include the city’s low crime rate and short emergency response times. While employee satisfaction has dipped slightly, it is still above 90% and compares favorably to results of other cities. In 2013, the City of Coral Springs had more “A” rated schools than any other city in Broward County—a critical measure, since quality of education is the number-one reason cited for why residents move to Coral Springs.

    Have you used Baldrige feedback reports to improve?

    Yes, we have absolutely used our Baldrige feedback reports (and, before that, our Florida Sterling feedback reports) to improve our organization. Some examples include the more systematic selection of comparison data—which has ultimately resulted in better performance in the areas being compared. In addition, system improvements for part-time employees and volunteers and a more robust succession planning system have led to improvements in employee engagement for these groups of employees.

    How do you see the value of the Baldrige Criteria?

    The Baldrige (and Florida Sterling) Criteria provided a solid framework for the city to begin our improvement efforts 20 years ago. The Criteria proved to be comprehensive and integrated—so every area of our organization was addressed.

    Any advice for other organizations trying to improve their performance?

    Yes: View the implementation of any efforts to improve performance as a journey, rather than as a destination. Our efforts to improve as an organization started with research and garnering buy-in from multiple stakeholder groups. One of the great things about the Baldrige Criteria is that they are not “one size fits all” or prescriptive in any way—so you are able to adapt the Criteria to fit your organization.