Kudos to the leaders at Henry Ford Health System, one of four Baldrige Award winners in 2011. It is very challenging for an organization to make the necessary systemic changes to produce repeatable world-class results. It is especially challenging when that organization has 140 sites: seven hospitals, 33 multispecialty ambulatory care centers, affiliated physician practices, a research and education component, the Health Alliance Plan (health insurance coverage for more than 467,000 members), and 91 community care operations.

Henry Ford Health System serves a three-county region encompassing Detroit and its suburbs with a workforce just shy of 30,000 employees, physicians, and volunteers. Its revenue in 2010 was $4.08 billion.

It’s hard to imagine the effort it has taken to keep this massive organization moving along the Baldrige path, but its results are a testament to its leaders’ tenacity:

• Rated #1 for member satisfaction among all health insurance plans in Michigan by J.D. Powers and Associates
• Satisfaction exceeding 90^th percentile level for HFHS’s medical centers, with 80% likely to recommend
• Performance on CMS core measures at the 90^th percentile for 75% of reporting areas across the system’s seven inpatient hospitals
• Evidence-based global harm campaign to improve patient safety recognized as a national best practice by the Institute for Healthcare Improvement
• Market leader in the area it serves, increasing inpatient market share by an average of 3% a year since 2004
• Maintained a positive net operating income despite significant increases in uncompensated care—approximately $200 million in 2010
• HFHS’s leaders model and support entrepreneurism throughout the healthcare delivery system
• Best-in-class innovations including the Perfect Depression Program, Home Health Services, Pharmacy Advantage, and OptimEyes
• Monetary support for HFHS’s communities by employees increased to just over $3 million in 2010

For more information about Henry Ford Health System, click on its Baldrige profile.

To learn more about how your organization can integrate Baldrige and achieve HFHS-like results, click on these articles:

• Baldrige Gets Results
• How to Integrate Baldrige
• 10 Steps to an Effective Baldrige Assessment

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