WU Performance Excellence in Health Services Organizations Essay

Attached. Please let me know if you have any questions or need revisions.STRATEGIES TO ACHIEVE PERFORMANCE EXCELLENCE IN HEALTH SERVICESORGANIZATIONS1Strategies to Achieve Performance Excellence in Health Services OrganizationsStudent’s NameProfessor’s NameCourseDateSTRATEGIES TO ACHIEVE PERFORMANCE EXCELLENCE IN HEALTH SERVICESORGANIZATIONS2Strategies to Achieve Performance Excellence in Health Services OrganizationsAchieving organizational performance in a health service organization (HSO) is anoutstanding achievement. The Baldrige Criteria for performance excellence is a resourcefulframework that enables organizations to improve and raise awareness regarding the importanceof quality services and business excellence (National Institute of Standards and Technology(NIST) (n.d.). The criteria have seven different categories: leadership; strategic planning;customer relations; measurement, analysis, knowledge management; workforce environment;operations focus; and results. An assessment of Kaiser Permanente’s performance based on thecustomer focus and results criteria will help establish the strengths and weaknesses andrecommend solutions to the identified challenges.A Description of Kaiser Permanente and the Selected Baldrige Evaluation CriteriaKaiser Permanente is a non-profit health organization located in Oakland, California.Henry J. Kaiser, an industrialist, and physician Sidney Garfield started this company in 1945topromote health by delivering competent health care services. According to McCarthy et al.(2009), this organization is the largest in the United States known for its integrated health caredelivery to diverse populations. Kaiser Permanente manages to provide diversified health careservices considering that it comprises three systems that make the organization. The threesystems include the Kaiser Foundation Health Plan, the Foundation Hospitals, and MedicalGroups located in eight different regions (McCarthy et al., 2009). Since its formation, the healthorganization has provided affordable care to the target population in Northern and SouthernCalifornia, the Northwest, Colorado, the Mid-Atlantic States, Georgia, Hawaii, and Ohio.Based on the Baldrige Criteria, the evaluation category to utilize for Kaiser Permanente iscustomer focus. According to the NIST (n.d.), the customer focus criterion evaluates how anSTRATEGIES TO ACHIEVE PERFORMANCE EXCELLENCE IN HEALTH SERVICESORGANIZATIONS3organization identifies strategic ways of enhancing customer expectations customers, buildrelationships. Consequently, the organization’s requirements enable the organization to acquire,satisfy, and retain clients by stressing significant areas, such as promoting customer engagementand evaluating market behavior to attract more clients. Another assessment criterion to use in theselected HSO is the results facet. Notably, this examines performance and improvement insignificant areas such as customer satisfaction, governance, financial and marketplaceperformance, and human resources, among others.Strengths and Weaknesses of the HSO Based on the Selected Baldrige CriteriaAs defined, the customer focus criterion plays a significant role in determining theorganization’s progress in building strong relationships and promoting customer loyalty. One ofKaiser Permanente’s strengths is having an integrated care model that enables the organization todeliver coordinated care to patients. According to McCarthy et al. (2009), the integrated caremodel creates a channel that allows the organization to focus on the medical care spectrum andstakeholder interactions. Based on the result criterion, this health care delivery model hasinfluenced the continuum of care and an in-depth understanding of preventive care needs. Forinstance, one of the identified needs was proper scheduling of mammogram services (McCarthyet al., 2009). The feedback received from medical assistants encourages them to create a followup plan for their patients to ensure that they receive the required preventative healthcareinterventions for their conditions.However, a notable weakness is inadequate customer support from the organization’s careteam. Although there have been measures to enhance feedback and health promotion, reviewsfrom the customer service scoreboard (2016-2021) show that the rate of dissatisfaction is 92.78%compared to the positive reviews scoring 7.22 percent. An average score of 36.22 from 194STRATEGIES TO ACHIEVE PERFORMANCE EXCELLENCE IN HEALTH SERVICESORGANIZATIONS4ratings shows that the hospital’s customer service is disappointing (customer service scoreboard,2016-2021). Concerns on poor problem resolution, cancellation of appointments, andreachability are among the issues addressed that weaken the hospital’s ability to deliver high-endcustomer services. Based on the result criteria, this weakness prevents the organization fromretaining clients and attracting others due to the negative reputation of failing to enhancecustomer satisfaction.Steps Needed for the HSO to Qualify for Baldrige RecognitionConsidering that the Baldrige Award is crucial, organizations should complete a two-stepprocess to demonstrate excellent performance. Hence, the first step to qualify for recognition issubmitting the eligibility certification package. Eligibility determination is assessed based on theorganization’s ability to meet the categorized Baldrige criteria points. In Kaiser Permanente’scase, the organization would be expected to certify eligibility based on the healthcare categoryand selected criteria in this discussion. Under the customer focus facet, the organization isexpected …

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