The North Carolina Awards for Excellence, facilitated by the North Carolina State University’s Industrial Extension Service (IES), is modeled after the National Malcolm Baldrige Quality Award. Award recipients in healthcare also receive the Governor’s Award of Performance Excellence in Healthcare.
Recipients – 2011
Southeastern Regional Medical Center – Level 2
Patient safety and quality are foundational elements of SRMC. It starts at the top with senior leaders and trustees serving as role models by facilitating a patient-focused culture through personal involvement in planning, communicating, coaching, and by reviewing key areas of organizational performance. These leaders demonstrate visionary leadership through the effective use of an evidenced‐based leadership model to deploy and achieve goals, behaviors and processes.
The patient-centered culture permeates throughout the organization by linking patient satisfaction and engagement scores to a leadership scorecard program, thereby instilling a healthcare organization built upon quality for all stakeholders. These scorecards are used as communication mechanisms for staff providing a feedback loop for performance, best practice sharing and subsequent improvement.
A culture of patient safety is supported and sustained as a part of various policies and procedures and numerous groups including, the Quality and Safety Oversight Committee, Care Councils and a Safety Committee. These committees are cross-functional in nature and include leaders, employees, and physicians from across the entire organization representing various locations.
The patient safety and patient-focused efforts contribute to SRMC’s mission of providing safe, compassionate and effective healthcare for all.
CaroMont – Level 2
CaroMont’s senior leaders demonstrate visionary leadership through proven approaches which have earned them recognition as a national leader. CaroMont leaders have established a common culture and set expectations and direction by providing exceptional healthcare to the communities they serve. This culture is sustained through a shared leadership structure equipped with a cascading system where strategic goals and measures are aligned to performance measures, subsequently tied to individual work plans.
Healthcare’s success is dependent on an engaged workforce that has a safe, trusting, and cooperative environment. The North Carolina Awards for Excellence Feedback Report states ‘CaroMont values the people in their workforce by committing to their engagement, satisfaction, development, and well-being.’ Valuing the people in the workforce also means providing recognition that goes beyond the regular compensation system. CaroMont’s programs such as, “Shine On!” recognize and energize the overall spirit and commitment of staff to take care of their primary customer, the patient; which permeates CaroMont’s culture.
Caromont’s patient quality and outcomes provide measures of progress for evaluation and improvement of healthcare outcomes, aligning with the overall mission to provide superior care.
CarePartners – Level 1
For CarePartners, the program has served as a catalyst for an improved focus on results. CarePartners is an organization dedicated to quality and continuous improvement. Results of the Collaborative Assessment through the North Carolina Awards for Excellence, highlights those commitments such as ‘the organization has patient satisfaction tools in all service lines, and that ‘the organization listens to patients during development of a treatment plan and throughout their care.’
The Baldrige Criteria combined with the training and feedback provided by the program has helped map the next phase of their journey to excellence. Key results like prevention of re-hospitalizations and improved patient quality of life are supported by a growing understanding of how every aspect of their business is related to the other. The Collaborative Assessment highlights that CarePartners ‘has a plan for emergency systems operations to assure patient care safety and continuity.’
As they look ahead to an environment that requires agility and good stewardship of resources, CarePartners’ foundation is reinforced by the core values set forth in the Criteria.