Malcolm Baldridge Award 20130421

North Mississippi Health Services claims national quality award SUNDAY, APRIL 21, 2013 | A SUPPLEMENT TO THE DAILY JOURNAL

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h m e o g B a n i g d l r n i i g r e B

North Mississippi Health Services claims national quality award SUNDAY, APRIL 21, 2013 | A SUPPLEMENT TO THE DAILY JOURNAL

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h m e o g B a n i g d l r n i i g r e B

North Mississippi Health Services claims national quality award SUNDAY, APRIL 21, 2013 | A SUPPLEMENT TO THE DAILY JOURNAL

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h m e o g B a n i g d l r n i i g r e B

| SUNDAY, APRIL 21, 2013

BALDRIGE AWARD

DAILY JOURNAL

Baldrige honors NMHS quality efforts

BY MICHAELA GIBSON MORRIS DAILY JOURNAL

Thousands of people and 113 facilities can claim a piece of North Mississippi Health Services 2012 Baldrige National Quality Award.

“It’s the greatest thing that could happen to North Mississippi Health Services,” said Bobby Martin, immediate past chairman of the system board who accepted the award with chief executive John Heer. “We’re blessed to have this management During the Baldrige National Quality award ceremony, North Mississippi Health Services chief executive John team and these employHeer, second from left, and past board president Bobby Martin, third from left, received the nation’s highest honor ees.” for business from Patrick Gallagher, under secretary for Standards and Technology, from left, Deputy Commerce The Tupelo-based hosSecretary Rebecca Blank and Baldrige Foundation president George Benson. pital system took 60 folks

from across the 24 county system with Heer and Martin to Baltimore on April 8 to claim the nation’s highest honor for business.

The Baldrige process helped the 6,200 hospital employees, more than 500 physicians and more than 200 volunteers and board members relentlessly focus on quality and doing the right thing for patients and their families.

“They expect, and deserve, all our best,” Heer said in closing his Baldrige acceptance speech.

Over the course of the Baldrige events celebrating TURN TO BALDRIGE, PAGE 3

2012 Malcolm Baldrige National Quality Award

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2

| SUNDAY, APRIL 21, 2013

BALDRIGE AWARD

DAILY JOURNAL

Baldrige honors NMHS quality efforts

BY MICHAELA GIBSON MORRIS DAILY JOURNAL

Thousands of people and 113 facilities can claim a piece of North Mississippi Health Services 2012 Baldrige National Quality Award.

“It’s the greatest thing that could happen to North Mississippi Health Services,” said Bobby Martin, immediate past chairman of the system board who accepted the award with chief executive John Heer. “We’re blessed to have this management During the Baldrige National Quality award ceremony, North Mississippi Health Services chief executive John team and these employHeer, second from left, and past board president Bobby Martin, third from left, received the nation’s highest honor ees.” for business from Patrick Gallagher, under secretary for Standards and Technology, from left, Deputy Commerce The Tupelo-based hosSecretary Rebecca Blank and Baldrige Foundation president George Benson. pital system took 60 folks

from across the 24 county system with Heer and Martin to Baltimore on April 8 to claim the nation’s highest honor for business.

The Baldrige process helped the 6,200 hospital employees, more than 500 physicians and more than 200 volunteers and board members relentlessly focus on quality and doing the right thing for patients and their families.

“They expect, and deserve, all our best,” Heer said in closing his Baldrige acceptance speech.

Over the course of the Baldrige events celebrating TURN TO BALDRIGE, PAGE 3

2012 Malcolm Baldrige National Quality Award

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2

| SUNDAY, APRIL 21, 2013

BALDRIGE AWARD

DAILY JOURNAL

Baldrige honors NMHS quality efforts

BY MICHAELA GIBSON MORRIS DAILY JOURNAL

Thousands of people and 113 facilities can claim a piece of North Mississippi Health Services 2012 Baldrige National Quality Award.

“It’s the greatest thing that could happen to North Mississippi Health Services,” said Bobby Martin, immediate past chairman of the system board who accepted the award with chief executive John Heer. “We’re blessed to have this management During the Baldrige National Quality award ceremony, North Mississippi Health Services chief executive John team and these employHeer, second from left, and past board president Bobby Martin, third from left, received the nation’s highest honor ees.” for business from Patrick Gallagher, under secretary for Standards and Technology, from left, Deputy Commerce The Tupelo-based hosSecretary Rebecca Blank and Baldrige Foundation president George Benson. pital system took 60 folks

from across the 24 county system with Heer and Martin to Baltimore on April 8 to claim the nation’s highest honor for business.

The Baldrige process helped the 6,200 hospital employees, more than 500 physicians and more than 200 volunteers and board members relentlessly focus on quality and doing the right thing for patients and their families.

“They expect, and deserve, all our best,” Heer said in closing his Baldrige acceptance speech.

Over the course of the Baldrige events celebrating TURN TO BALDRIGE, PAGE 3

2012 Malcolm Baldrige National Quality Award

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2

Baldrige: FROM PAGE 2

the program’s 25th anniversary, the hospital system and the other three 2012 recipients – Lockheed Martin Missiles and Fire Control in Grand Prairie, Texas, the City of Irving, Texas, and Mesa Products of Tulsa – were saluted by both President Barack Obama and former President Bill Clinton.

“North Mississippi Health Services is making new strides to get rural citizens the health care they need,” said Obama in taped remarks.

There have been six repeat recipients in the Baldrige history. NMMCTupelo, which won in 2006, and North Mississippi Health Services join Cargill

and AT&T in a small group of organizations that can claim multiple Baldrige awards within their larger company families. They remain the only Mississippi Baldrige winners.

Being selected for a Baldrige doesn’t mean organizations do everything perfectly, but they do show commitment to quality and results across the board, including leadership, planning, customer-focus, tracking results, developing employees and managing their production or processes.The entire organization, from administration to front-line employees, have to be on the same page.

In the end, it’s the people that matter most in healthcare, Heer said in a presentation to hundreds of people gathered for the Quest for Excellence conference, which the Baldrige National

Quality Program organizes each year.

“It’s all about the culture,” Heer said. “We relentlessly focus on people.”

The system’s entire Baldrige application was impressive, but the workforce category scores were jaw dropping.

“Wow! World class HR!” said Minneapolis Baldrige consultant, who tweeted out NMHS scores during the Quest for Excellence conference.Tupelo plastic surgeon Dr. Alan Pritchard said he believes the Baldrige process has opened lines of communication between physicians and hospital leadership.

“I’m seeing physicians step up,” and get involved with quality initiatives, said Pritchard, who participated in the system’s physician leadership institute. “The hospital is listening.”

SUNDAY, APRIL 21, 2013

|

3

Emily Ellis, left, from NMMC-Hamilton business services, and Takela Fears from NMMC-Tupelo joint replacement center, were among the 31 NMHS family who won the opportunity to attend the Baldrige ceremony through a lottery. ON THE COVER, North Mississippi Health Services took a delegation of 62 employees, physicians, volunteers and board members, along with 11 guests, to Baltimore. Using the Baldrige framework has allowed the health care system to hone its focus on patients and quality care, not only inside clinics and hospitals, but wherever they may be.

- - - Congratulations - - -

Congratulations to the men & women of

on this prestigious award

North Mississippi Health Services

B & B CONCRETE CO., INC. SERVING NORTH MISSISSIPPI

130 N. Industrial Road • Tupelo • (662) 842-6312

Photography by Blake/www.blakemc.com

on achieving the

2012 Malcolm Baldrige Award THE LAW OFFICE OF

Lisa Scruggs SERVING JUSTICE, SERVING YOU.

662.791.0488

lisarohman@yahoo.com

352 North Spring Street • Tupelo

Further background check available upon request

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BALDRIGE AWARD

DAILY JOURNAL

Baldrige: FROM PAGE 2

the program’s 25th anniversary, the hospital system and the other three 2012 recipients – Lockheed Martin Missiles and Fire Control in Grand Prairie, Texas, the City of Irving, Texas, and Mesa Products of Tulsa – were saluted by both President Barack Obama and former President Bill Clinton.

“North Mississippi Health Services is making new strides to get rural citizens the health care they need,” said Obama in taped remarks.

There have been six repeat recipients in the Baldrige history. NMMCTupelo, which won in 2006, and North Mississippi Health Services join Cargill

and AT&T in a small group of organizations that can claim multiple Baldrige awards within their larger company families. They remain the only Mississippi Baldrige winners.

Being selected for a Baldrige doesn’t mean organizations do everything perfectly, but they do show commitment to quality and results across the board, including leadership, planning, customer-focus, tracking results, developing employees and managing their production or processes.The entire organization, from administration to front-line employees, have to be on the same page.

In the end, it’s the people that matter most in healthcare, Heer said in a presentation to hundreds of people gathered for the Quest for Excellence conference, which the Baldrige National

Quality Program organizes each year.

“It’s all about the culture,” Heer said. “We relentlessly focus on people.”

The system’s entire Baldrige application was impressive, but the workforce category scores were jaw dropping.

“Wow! World class HR!” said Minneapolis Baldrige consultant, who tweeted out NMHS scores during the Quest for Excellence conference.Tupelo plastic surgeon Dr. Alan Pritchard said he believes the Baldrige process has opened lines of communication between physicians and hospital leadership.

“I’m seeing physicians step up,” and get involved with quality initiatives, said Pritchard, who participated in the system’s physician leadership institute. “The hospital is listening.”

SUNDAY, APRIL 21, 2013

|

3

Emily Ellis, left, from NMMC-Hamilton business services, and Takela Fears from NMMC-Tupelo joint replacement center, were among the 31 NMHS family who won the opportunity to attend the Baldrige ceremony through a lottery. ON THE COVER, North Mississippi Health Services took a delegation of 62 employees, physicians, volunteers and board members, along with 11 guests, to Baltimore. Using the Baldrige framework has allowed the health care system to hone its focus on patients and quality care, not only inside clinics and hospitals, but wherever they may be.

- - - Congratulations - - -

Congratulations to the men & women of

on this prestigious award

North Mississippi Health Services

B & B CONCRETE CO., INC. SERVING NORTH MISSISSIPPI

130 N. Industrial Road • Tupelo • (662) 842-6312

Photography by Blake/www.blakemc.com

on achieving the

2012 Malcolm Baldrige Award THE LAW OFFICE OF

Lisa Scruggs SERVING JUSTICE, SERVING YOU.

662.791.0488

lisarohman@yahoo.com

352 North Spring Street • Tupelo

Further background check available upon request

Document: F003DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:40:48;JPC 72 DPI

BALDRIGE AWARD

DAILY JOURNAL

Baldrige: FROM PAGE 2

the program’s 25th anniversary, the hospital system and the other three 2012 recipients – Lockheed Martin Missiles and Fire Control in Grand Prairie, Texas, the City of Irving, Texas, and Mesa Products of Tulsa – were saluted by both President Barack Obama and former President Bill Clinton.

“North Mississippi Health Services is making new strides to get rural citizens the health care they need,” said Obama in taped remarks.

There have been six repeat recipients in the Baldrige history. NMMCTupelo, which won in 2006, and North Mississippi Health Services join Cargill

and AT&T in a small group of organizations that can claim multiple Baldrige awards within their larger company families. They remain the only Mississippi Baldrige winners.

Being selected for a Baldrige doesn’t mean organizations do everything perfectly, but they do show commitment to quality and results across the board, including leadership, planning, customer-focus, tracking results, developing employees and managing their production or processes.The entire organization, from administration to front-line employees, have to be on the same page.

In the end, it’s the people that matter most in healthcare, Heer said in a presentation to hundreds of people gathered for the Quest for Excellence conference, which the Baldrige National

Quality Program organizes each year.

“It’s all about the culture,” Heer said. “We relentlessly focus on people.”

The system’s entire Baldrige application was impressive, but the workforce category scores were jaw dropping.

“Wow! World class HR!” said Minneapolis Baldrige consultant, who tweeted out NMHS scores during the Quest for Excellence conference.Tupelo plastic surgeon Dr. Alan Pritchard said he believes the Baldrige process has opened lines of communication between physicians and hospital leadership.

“I’m seeing physicians step up,” and get involved with quality initiatives, said Pritchard, who participated in the system’s physician leadership institute. “The hospital is listening.”

SUNDAY, APRIL 21, 2013

|

3

Emily Ellis, left, from NMMC-Hamilton business services, and Takela Fears from NMMC-Tupelo joint replacement center, were among the 31 NMHS family who won the opportunity to attend the Baldrige ceremony through a lottery. ON THE COVER, North Mississippi Health Services took a delegation of 62 employees, physicians, volunteers and board members, along with 11 guests, to Baltimore. Using the Baldrige framework has allowed the health care system to hone its focus on patients and quality care, not only inside clinics and hospitals, but wherever they may be.

- - - Congratulations - - -

Congratulations to the men & women of

on this prestigious award

North Mississippi Health Services

B & B CONCRETE CO., INC. SERVING NORTH MISSISSIPPI

130 N. Industrial Road • Tupelo • (662) 842-6312

Photography by Blake/www.blakemc.com

on achieving the

2012 Malcolm Baldrige Award THE LAW OFFICE OF

Lisa Scruggs SERVING JUSTICE, SERVING YOU.

662.791.0488

lisarohman@yahoo.com

352 North Spring Street • Tupelo

Further background check available upon request

Document: F003DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:40:48;JPC 72 DPI

BALDRIGE AWARD

DAILY JOURNAL

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

DAILY JOURNAL

What is Baldrige Award?

SOULFULLY PREPARED SOUTHERN FOOD

706 HILLCREST • TUPELO • 205-8751 w w w. r e s t a u r a n t s o u t h . c o m

Congratulations North Mississippi Health Services on receiving the

2012 Malcolm Baldrige Award

We toast you in your achievement!

The Malcolm Baldrige National Quality Award is the nation’s highest honor for business and is overseen by the National Institute of Standards and Technology.

Named after the 26th Secretary of Commerce, the award was established by Congress to enhance competitiveness and performance of U.S. businesses.

Since 1988, 93 organizations have received the Baldrige, including Motorola, Ritz-Carlton Hotels, Boeing, 3M, Xerox, Federal Express and Merrill Lynch. There are six categories in which Baldrige awards can be given: manufacturing,

service, small business, health care, education and nonprofit. For 2012, the Baldrige was given in four.

The Baldrige process involves a rigorous internal examination and the creation of a 50-page application. Volunteer examiners comb through the application. If an applicant is chosen for a site visit on the strength of the application, the examiners spend days verifying and clarifying the details of the application with the organization’s leadership and front-line employees.

Companies participating in the Baldrige competition often say the

true value of the Baldrige is the creation of a business culture relentlessly focused on quality and the invaluable feedback of the examiners, who are quality experts in their fields.

C

ongratulations! on earning the prestigious Malcolm Baldrige Award! from your friends at

Corbett Legge & Associates, PLLC 335 East Main Street Fairpark District • Historic Downtown Tupelo 662-842-5665 www.parkheightsrestaurant.com

Mechanical & Electrical Engineers 431 W. Main St., Suite 101 • Tupelo • 844-7114 www.corbettlegge.com

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4

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

DAILY JOURNAL

What is Baldrige Award?

SOULFULLY PREPARED SOUTHERN FOOD

706 HILLCREST • TUPELO • 205-8751 w w w. r e s t a u r a n t s o u t h . c o m

Congratulations North Mississippi Health Services on receiving the

2012 Malcolm Baldrige Award

We toast you in your achievement!

The Malcolm Baldrige National Quality Award is the nation’s highest honor for business and is overseen by the National Institute of Standards and Technology.

Named after the 26th Secretary of Commerce, the award was established by Congress to enhance competitiveness and performance of U.S. businesses.

Since 1988, 93 organizations have received the Baldrige, including Motorola, Ritz-Carlton Hotels, Boeing, 3M, Xerox, Federal Express and Merrill Lynch. There are six categories in which Baldrige awards can be given: manufacturing,

service, small business, health care, education and nonprofit. For 2012, the Baldrige was given in four.

The Baldrige process involves a rigorous internal examination and the creation of a 50-page application. Volunteer examiners comb through the application. If an applicant is chosen for a site visit on the strength of the application, the examiners spend days verifying and clarifying the details of the application with the organization’s leadership and front-line employees.

Companies participating in the Baldrige competition often say the

true value of the Baldrige is the creation of a business culture relentlessly focused on quality and the invaluable feedback of the examiners, who are quality experts in their fields.

C

ongratulations! on earning the prestigious Malcolm Baldrige Award! from your friends at

Corbett Legge & Associates, PLLC 335 East Main Street Fairpark District • Historic Downtown Tupelo 662-842-5665 www.parkheightsrestaurant.com

Mechanical & Electrical Engineers 431 W. Main St., Suite 101 • Tupelo • 844-7114 www.corbettlegge.com

Document: F004DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:40:56;JPC 72 DPI

4

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

DAILY JOURNAL

What is Baldrige Award?

SOULFULLY PREPARED SOUTHERN FOOD

706 HILLCREST • TUPELO • 205-8751 w w w. r e s t a u r a n t s o u t h . c o m

Congratulations North Mississippi Health Services on receiving the

2012 Malcolm Baldrige Award

We toast you in your achievement!

The Malcolm Baldrige National Quality Award is the nation’s highest honor for business and is overseen by the National Institute of Standards and Technology.

Named after the 26th Secretary of Commerce, the award was established by Congress to enhance competitiveness and performance of U.S. businesses.

Since 1988, 93 organizations have received the Baldrige, including Motorola, Ritz-Carlton Hotels, Boeing, 3M, Xerox, Federal Express and Merrill Lynch. There are six categories in which Baldrige awards can be given: manufacturing,

service, small business, health care, education and nonprofit. For 2012, the Baldrige was given in four.

The Baldrige process involves a rigorous internal examination and the creation of a 50-page application. Volunteer examiners comb through the application. If an applicant is chosen for a site visit on the strength of the application, the examiners spend days verifying and clarifying the details of the application with the organization’s leadership and front-line employees.

Companies participating in the Baldrige competition often say the

true value of the Baldrige is the creation of a business culture relentlessly focused on quality and the invaluable feedback of the examiners, who are quality experts in their fields.

C

ongratulations! on earning the prestigious Malcolm Baldrige Award! from your friends at

Corbett Legge & Associates, PLLC 335 East Main Street Fairpark District • Historic Downtown Tupelo 662-842-5665 www.parkheightsrestaurant.com

Mechanical & Electrical Engineers 431 W. Main St., Suite 101 • Tupelo • 844-7114 www.corbettlegge.com

Document: F004DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:40:56;JPC 72 DPI

4

SUNDAY, APRIL 21, 2013

|

5

Beyond Tupelo: Community hospitals, clinics celebrate Baldrige

BY MICHAELA GIBSON MORRIS DAILY JOURNAL

The 2012 Baldrige Award belongs as much to five community hospitals and 31 clinics as it does to the flagship Tupelo hospital.

“Now we’re Baldrige winners, too,” said Tim Moore, North Mississippi Health Services vice president for community hospitals in Iuka, Eupora, Pontotoc, West Point and Hamilton, Ala. “If the community hospitals, if the clinics, had not done an outstanding job, we wouldn’t have won.They feel pride. They wanted to show (the examiners) what they’d done.”

The recognition elevates the credibility of the community hospitals and their commitment to quality improvement, said Mark Bourne, chairman of the NMMC-Pontotoc board.

“This is a very prestigious honor,” Bourne said. “Mississippi is often at the bottom of the totem pole. This puts us at the top of the totem pole.”

Because of the rules governing the Baldrige, there can be only one of the Steuben glass trophies for

each organization that wins the award. A new case is being constructed near the food court on the Tupelo campus to house the 2006 trophy won by NMMC-Tupelo and the 2012 award.

Each hospital, clinic and nursing home will have a small marble trophy to display to their ownership in the system’s Baldrige win.

“Our local hospital is really a bright spot in our community. We’ve taken some tough hits,” said Robbie Robinson, an NMMCWest Point board member.

“I think (the Baldrige) is indicative of how well run the hospital is. It’s a first-class operation.”

The Baldrige award is an attention-getter in economic development circles.

“The quality of health care is an important determinant for any industry,” said Gary Matthews, the executive director of the Tishomingo County Development Foundation who recently joined the NMMCIuka board. “It puts the whole region on a more competitive footing.”

The hospitals joined with NMMC-Tupelo over the past 30 years to create the

North Mississippi Health Services system –West Point was the first; Hamilton, Ala. the most recent. Each brought distinct cultures.

The clinics were created by the hospital system, but can feel isolated by geography and by differences in function. One of the most valuable parts of the process was creating alignment – links between the system’s vision, strategies and goals for clinics and individual performance, said David Barber, president for North Mississippi Medical Clinics.

“The Baldrige framework helped us create better lines of sight,” Barber said, as well as better lines of communication.

In addition to increasing communication among senior leaders, the system created cross-functional teams so that people doing similar jobs at different hospitals – like emergency departments and pharmacists – came together on a regular basis. The true winners are the patients and families served by the hospitals, clinics and nursing homes.

“There’s such an intense focus on quality process,” Moore said.

Congratulations North MS Health Services on being awarded the prestigious Malcolm Baldrige Award

Let Zip Scripts Deliver Your Medication Needs!

501 SOUTH GLOSTER / TUPELO / 620-6400

The community hospitals were well represented at the Baldrige ceremony in Baltimore including NMMC-West Point ultrasound supervisor Kim Sallee, from left, NMMCWest Point administrator James Hahn, West Point obstetrician-gynecologist Dr. Charlotte Magnussen, and Craig Clark, NMMC-Eupora, director of nursing for acute care. Judy Ashmore, who works at NMMC-West Point, was the guest of her daughter, NMMC-West Point volunteer Lynn Plumb, who won a place at the ceremony through the lottery and brought her mother as a guest with help from their family.

ASSISTED LIVING

Congratulations on Receiving the Prestigious Malcolm Baldrige Award We appreciate the services you provide to our community!

840-6163

2429 Lawndale Drive ❖ Tupelo, MS

Document: F005DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:41:10;JPC 72 DPI

BALDRIGE AWARD

DAILY JOURNAL

SUNDAY, APRIL 21, 2013

|

5

Beyond Tupelo: Community hospitals, clinics celebrate Baldrige

BY MICHAELA GIBSON MORRIS DAILY JOURNAL

The 2012 Baldrige Award belongs as much to five community hospitals and 31 clinics as it does to the flagship Tupelo hospital.

“Now we’re Baldrige winners, too,” said Tim Moore, North Mississippi Health Services vice president for community hospitals in Iuka, Eupora, Pontotoc, West Point and Hamilton, Ala. “If the community hospitals, if the clinics, had not done an outstanding job, we wouldn’t have won.They feel pride. They wanted to show (the examiners) what they’d done.”

The recognition elevates the credibility of the community hospitals and their commitment to quality improvement, said Mark Bourne, chairman of the NMMC-Pontotoc board.

“This is a very prestigious honor,” Bourne said. “Mississippi is often at the bottom of the totem pole. This puts us at the top of the totem pole.”

Because of the rules governing the Baldrige, there can be only one of the Steuben glass trophies for

each organization that wins the award. A new case is being constructed near the food court on the Tupelo campus to house the 2006 trophy won by NMMC-Tupelo and the 2012 award.

Each hospital, clinic and nursing home will have a small marble trophy to display to their ownership in the system’s Baldrige win.

“Our local hospital is really a bright spot in our community. We’ve taken some tough hits,” said Robbie Robinson, an NMMCWest Point board member.

“I think (the Baldrige) is indicative of how well run the hospital is. It’s a first-class operation.”

The Baldrige award is an attention-getter in economic development circles.

“The quality of health care is an important determinant for any industry,” said Gary Matthews, the executive director of the Tishomingo County Development Foundation who recently joined the NMMCIuka board. “It puts the whole region on a more competitive footing.”

The hospitals joined with NMMC-Tupelo over the past 30 years to create the

North Mississippi Health Services system –West Point was the first; Hamilton, Ala. the most recent. Each brought distinct cultures.

The clinics were created by the hospital system, but can feel isolated by geography and by differences in function. One of the most valuable parts of the process was creating alignment – links between the system’s vision, strategies and goals for clinics and individual performance, said David Barber, president for North Mississippi Medical Clinics.

“The Baldrige framework helped us create better lines of sight,” Barber said, as well as better lines of communication.

In addition to increasing communication among senior leaders, the system created cross-functional teams so that people doing similar jobs at different hospitals – like emergency departments and pharmacists – came together on a regular basis. The true winners are the patients and families served by the hospitals, clinics and nursing homes.

“There’s such an intense focus on quality process,” Moore said.

Congratulations North MS Health Services on being awarded the prestigious Malcolm Baldrige Award

Let Zip Scripts Deliver Your Medication Needs!

501 SOUTH GLOSTER / TUPELO / 620-6400

The community hospitals were well represented at the Baldrige ceremony in Baltimore including NMMC-West Point ultrasound supervisor Kim Sallee, from left, NMMCWest Point administrator James Hahn, West Point obstetrician-gynecologist Dr. Charlotte Magnussen, and Craig Clark, NMMC-Eupora, director of nursing for acute care. Judy Ashmore, who works at NMMC-West Point, was the guest of her daughter, NMMC-West Point volunteer Lynn Plumb, who won a place at the ceremony through the lottery and brought her mother as a guest with help from their family.

ASSISTED LIVING

Congratulations on Receiving the Prestigious Malcolm Baldrige Award We appreciate the services you provide to our community!

840-6163

2429 Lawndale Drive ❖ Tupelo, MS

Document: F005DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:41:10;JPC 72 DPI

BALDRIGE AWARD

DAILY JOURNAL

SUNDAY, APRIL 21, 2013

|

5

Beyond Tupelo: Community hospitals, clinics celebrate Baldrige

BY MICHAELA GIBSON MORRIS DAILY JOURNAL

The 2012 Baldrige Award belongs as much to five community hospitals and 31 clinics as it does to the flagship Tupelo hospital.

“Now we’re Baldrige winners, too,” said Tim Moore, North Mississippi Health Services vice president for community hospitals in Iuka, Eupora, Pontotoc, West Point and Hamilton, Ala. “If the community hospitals, if the clinics, had not done an outstanding job, we wouldn’t have won.They feel pride. They wanted to show (the examiners) what they’d done.”

The recognition elevates the credibility of the community hospitals and their commitment to quality improvement, said Mark Bourne, chairman of the NMMC-Pontotoc board.

“This is a very prestigious honor,” Bourne said. “Mississippi is often at the bottom of the totem pole. This puts us at the top of the totem pole.”

Because of the rules governing the Baldrige, there can be only one of the Steuben glass trophies for

each organization that wins the award. A new case is being constructed near the food court on the Tupelo campus to house the 2006 trophy won by NMMC-Tupelo and the 2012 award.

Each hospital, clinic and nursing home will have a small marble trophy to display to their ownership in the system’s Baldrige win.

“Our local hospital is really a bright spot in our community. We’ve taken some tough hits,” said Robbie Robinson, an NMMCWest Point board member.

“I think (the Baldrige) is indicative of how well run the hospital is. It’s a first-class operation.”

The Baldrige award is an attention-getter in economic development circles.

“The quality of health care is an important determinant for any industry,” said Gary Matthews, the executive director of the Tishomingo County Development Foundation who recently joined the NMMCIuka board. “It puts the whole region on a more competitive footing.”

The hospitals joined with NMMC-Tupelo over the past 30 years to create the

North Mississippi Health Services system –West Point was the first; Hamilton, Ala. the most recent. Each brought distinct cultures.

The clinics were created by the hospital system, but can feel isolated by geography and by differences in function. One of the most valuable parts of the process was creating alignment – links between the system’s vision, strategies and goals for clinics and individual performance, said David Barber, president for North Mississippi Medical Clinics.

“The Baldrige framework helped us create better lines of sight,” Barber said, as well as better lines of communication.

In addition to increasing communication among senior leaders, the system created cross-functional teams so that people doing similar jobs at different hospitals – like emergency departments and pharmacists – came together on a regular basis. The true winners are the patients and families served by the hospitals, clinics and nursing homes.

“There’s such an intense focus on quality process,” Moore said.

Congratulations North MS Health Services on being awarded the prestigious Malcolm Baldrige Award

Let Zip Scripts Deliver Your Medication Needs!

501 SOUTH GLOSTER / TUPELO / 620-6400

The community hospitals were well represented at the Baldrige ceremony in Baltimore including NMMC-West Point ultrasound supervisor Kim Sallee, from left, NMMCWest Point administrator James Hahn, West Point obstetrician-gynecologist Dr. Charlotte Magnussen, and Craig Clark, NMMC-Eupora, director of nursing for acute care. Judy Ashmore, who works at NMMC-West Point, was the guest of her daughter, NMMC-West Point volunteer Lynn Plumb, who won a place at the ceremony through the lottery and brought her mother as a guest with help from their family.

ASSISTED LIVING

Congratulations on Receiving the Prestigious Malcolm Baldrige Award We appreciate the services you provide to our community!

840-6163

2429 Lawndale Drive ❖ Tupelo, MS

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BALDRIGE AWARD

DAILY JOURNAL

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

DAILY JOURNAL

NMHS stood out to examiners in a variety of ways Here’s some of the programs and results that the Baldrige examiners, who made an October site visit, highlighted from North Mississippi Health Services’ application: • Efforts to create healthier populations in the communities NMHS have led to outstanding results: - Outpatient management of diabetes has met or exceeded the National Committee for Quality Assurance top-decile benchmark since 2008.

- Colorectal cancer screenings have increased since 2009 and consisCOURTESY tently exceed the standard North Mississippi Health Services was able to build on its strong surgical program by set by the state’s Medicare opening a hybrid operating room in Tupelo in 2012. quality improvement organization.

- NMHS’s Community Health Assessment shows the number of smokers in the region has declined 7 percent since 2004 to 15.6 percent.

• For 2012, NMMC has demonstrated performance at the 100 percent level for Joint Commission-accredited hospitals in 26 of 30 Surgical Care

Congratulations North Mississippi Health Services on national recognition for quality healthcare!

Improvement Project core measures.

• A strong focus on patient safety has led to no central line-associated blood stream infections in the intensive care unit for two years.

• Weighted patient satisfaction results for the NMHS system have been at or above the Press Ganey Associates 90th percentile since 2008.

Scores from the Hospital Consumer Assessment of Healthcare Providers and Systems survey — a national, standardized, publicly reported poll of patients’ perspectives of hospital care — were at or above the 90th percentile for one or more • Employee retention rate has been at or above 90 percent since fiscal year 2009, exceeding the Bureau of Labor Statistics’ benchmark for health care organizations by 10 percent. Survey results show that employee engagement was above 90 percent from 2008 through 2012, and that workers rated their job satisfaction as “best in

class” in both 2010 and 2012.

• NMHS’s Live Well Employee Incentive Program educates and rewards employees for healthy and safe behavior choices on and off the job. The program has contributed to a trend where the annual increase in premiums for the employer-sponsored Live Well Health Plan dropped from 12 percent in calendar year 2009 to 2 percent in calendar year 2011.

• NMHS uses a variety of methods to reach various stakeholders and capture their feedback on areas for improvement. These include the “Careline” free phone line, regular leader visits to work areas, faceto-face interviews, Facebook comments received, and surveys. The system’s customer service team reviews the data to identify where changes are needed.

• To support physician leaders in the organization, NMHS has developed an intensive TURN TO NMHS, PAGE 7

We are so proud to serve you!

4557 US Hwy. 82 Maben, MS 39750 tel: (662) 324-2524 www.doss-electric.com

The quality initiatives that grow out of the Baldrige process, like a focus to eliminate pressure ulcers, directly affect patient care.

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6

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

DAILY JOURNAL

NMHS stood out to examiners in a variety of ways Here’s some of the programs and results that the Baldrige examiners, who made an October site visit, highlighted from North Mississippi Health Services’ application: • Efforts to create healthier populations in the communities NMHS have led to outstanding results: - Outpatient management of diabetes has met or exceeded the National Committee for Quality Assurance top-decile benchmark since 2008.

- Colorectal cancer screenings have increased since 2009 and consisCOURTESY tently exceed the standard North Mississippi Health Services was able to build on its strong surgical program by set by the state’s Medicare opening a hybrid operating room in Tupelo in 2012. quality improvement organization.

- NMHS’s Community Health Assessment shows the number of smokers in the region has declined 7 percent since 2004 to 15.6 percent.

• For 2012, NMMC has demonstrated performance at the 100 percent level for Joint Commission-accredited hospitals in 26 of 30 Surgical Care

Congratulations North Mississippi Health Services on national recognition for quality healthcare!

Improvement Project core measures.

• A strong focus on patient safety has led to no central line-associated blood stream infections in the intensive care unit for two years.

• Weighted patient satisfaction results for the NMHS system have been at or above the Press Ganey Associates 90th percentile since 2008.

Scores from the Hospital Consumer Assessment of Healthcare Providers and Systems survey — a national, standardized, publicly reported poll of patients’ perspectives of hospital care — were at or above the 90th percentile for one or more • Employee retention rate has been at or above 90 percent since fiscal year 2009, exceeding the Bureau of Labor Statistics’ benchmark for health care organizations by 10 percent. Survey results show that employee engagement was above 90 percent from 2008 through 2012, and that workers rated their job satisfaction as “best in

class” in both 2010 and 2012.

• NMHS’s Live Well Employee Incentive Program educates and rewards employees for healthy and safe behavior choices on and off the job. The program has contributed to a trend where the annual increase in premiums for the employer-sponsored Live Well Health Plan dropped from 12 percent in calendar year 2009 to 2 percent in calendar year 2011.

• NMHS uses a variety of methods to reach various stakeholders and capture their feedback on areas for improvement. These include the “Careline” free phone line, regular leader visits to work areas, faceto-face interviews, Facebook comments received, and surveys. The system’s customer service team reviews the data to identify where changes are needed.

• To support physician leaders in the organization, NMHS has developed an intensive TURN TO NMHS, PAGE 7

We are so proud to serve you!

4557 US Hwy. 82 Maben, MS 39750 tel: (662) 324-2524 www.doss-electric.com

The quality initiatives that grow out of the Baldrige process, like a focus to eliminate pressure ulcers, directly affect patient care.

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6

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

DAILY JOURNAL

NMHS stood out to examiners in a variety of ways Here’s some of the programs and results that the Baldrige examiners, who made an October site visit, highlighted from North Mississippi Health Services’ application: • Efforts to create healthier populations in the communities NMHS have led to outstanding results: - Outpatient management of diabetes has met or exceeded the National Committee for Quality Assurance top-decile benchmark since 2008.

- Colorectal cancer screenings have increased since 2009 and consisCOURTESY tently exceed the standard North Mississippi Health Services was able to build on its strong surgical program by set by the state’s Medicare opening a hybrid operating room in Tupelo in 2012. quality improvement organization.

- NMHS’s Community Health Assessment shows the number of smokers in the region has declined 7 percent since 2004 to 15.6 percent.

• For 2012, NMMC has demonstrated performance at the 100 percent level for Joint Commission-accredited hospitals in 26 of 30 Surgical Care

Congratulations North Mississippi Health Services on national recognition for quality healthcare!

Improvement Project core measures.

• A strong focus on patient safety has led to no central line-associated blood stream infections in the intensive care unit for two years.

• Weighted patient satisfaction results for the NMHS system have been at or above the Press Ganey Associates 90th percentile since 2008.

Scores from the Hospital Consumer Assessment of Healthcare Providers and Systems survey — a national, standardized, publicly reported poll of patients’ perspectives of hospital care — were at or above the 90th percentile for one or more • Employee retention rate has been at or above 90 percent since fiscal year 2009, exceeding the Bureau of Labor Statistics’ benchmark for health care organizations by 10 percent. Survey results show that employee engagement was above 90 percent from 2008 through 2012, and that workers rated their job satisfaction as “best in

class” in both 2010 and 2012.

• NMHS’s Live Well Employee Incentive Program educates and rewards employees for healthy and safe behavior choices on and off the job. The program has contributed to a trend where the annual increase in premiums for the employer-sponsored Live Well Health Plan dropped from 12 percent in calendar year 2009 to 2 percent in calendar year 2011.

• NMHS uses a variety of methods to reach various stakeholders and capture their feedback on areas for improvement. These include the “Careline” free phone line, regular leader visits to work areas, faceto-face interviews, Facebook comments received, and surveys. The system’s customer service team reviews the data to identify where changes are needed.

• To support physician leaders in the organization, NMHS has developed an intensive TURN TO NMHS, PAGE 7

We are so proud to serve you!

4557 US Hwy. 82 Maben, MS 39750 tel: (662) 324-2524 www.doss-electric.com

The quality initiatives that grow out of the Baldrige process, like a focus to eliminate pressure ulcers, directly affect patient care.

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6

NMHS: FROM PAGE 6

Physician Leadership Institute. Graduates expand their leadership roles as advocates, mentors, andtheir leadership roles as advocates, mentors, and performance improvement champions.

Physician leaders share operational responsibilities by participating in annual planning retreats, managing service lines, and supporting clinics and community hospitals across the system.

• NMHS’s core competency of “People Who Provide a Caring Culture” recognizes the role that the workforce plays in achieving the organization’s mission to “continuously improve the health of the people of our region.”

Through its innovative “grow-our-own” strategy, NMHS employs a full-time career counselor to assist employees in identifying opportunities for career progression and provides tuition reimbursement for advanced education and training that approached $450,000 in fiscal year 2011.

• Despite its location in what has been called “the nation’s epicenter of poverty, the system is the only health care organization in Mississippi or Alabama with a S&P AA credit rating, which it has held for the past 18 years.

• NMHS utilizes an innovative “Ideas for Excellence” program to capture improvement suggestions from the workforce. The number of ideas submitted has more than doubled in the past five years to greater than 10,000 in fiscal

SUNDAY, APRIL 21, 2013

|

7

year 2011, with approximately 40 percent accepted for implementation during that time.

• Dollars spent for charity care rose to $80 million per year in 2010 and 2011.

Employee contributions to United Way — providing meals, prescriptions, clothing, and utility assistance to the citizens of northeast Mississippi — increased from $475,000 in 2007 to nearly $600,000 in 2011.

• Community and regional outreach includes obesity prevention services, school health centers that provide nurses to 22 schools in six counties, the free Nurse Link Call Center, and free fairs for preventive screenings and health care promotion, including blood pressure checks, flu shots, and Through its philanthropic arm, North Mississippi Health Services spearheaded the childhood immuniza- creation of HealthWorks! Children’s Education Center in Tupelo to encourage smart choices and healthy lifestyles among children and families throughout the region. tions.

on your award for the

2012 Malcolm Baldrige National Quality Award Hwy 8 West • Houston, MS

662-456-3756

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BALDRIGE AWARD

DAILY JOURNAL

NMHS: FROM PAGE 6

Physician Leadership Institute. Graduates expand their leadership roles as advocates, mentors, andtheir leadership roles as advocates, mentors, and performance improvement champions.

Physician leaders share operational responsibilities by participating in annual planning retreats, managing service lines, and supporting clinics and community hospitals across the system.

• NMHS’s core competency of “People Who Provide a Caring Culture” recognizes the role that the workforce plays in achieving the organization’s mission to “continuously improve the health of the people of our region.”

Through its innovative “grow-our-own” strategy, NMHS employs a full-time career counselor to assist employees in identifying opportunities for career progression and provides tuition reimbursement for advanced education and training that approached $450,000 in fiscal year 2011.

• Despite its location in what has been called “the nation’s epicenter of poverty, the system is the only health care organization in Mississippi or Alabama with a S&P AA credit rating, which it has held for the past 18 years.

• NMHS utilizes an innovative “Ideas for Excellence” program to capture improvement suggestions from the workforce. The number of ideas submitted has more than doubled in the past five years to greater than 10,000 in fiscal

SUNDAY, APRIL 21, 2013

|

7

year 2011, with approximately 40 percent accepted for implementation during that time.

• Dollars spent for charity care rose to $80 million per year in 2010 and 2011.

Employee contributions to United Way — providing meals, prescriptions, clothing, and utility assistance to the citizens of northeast Mississippi — increased from $475,000 in 2007 to nearly $600,000 in 2011.

• Community and regional outreach includes obesity prevention services, school health centers that provide nurses to 22 schools in six counties, the free Nurse Link Call Center, and free fairs for preventive screenings and health care promotion, including blood pressure checks, flu shots, and Through its philanthropic arm, North Mississippi Health Services spearheaded the childhood immuniza- creation of HealthWorks! Children’s Education Center in Tupelo to encourage smart choices and healthy lifestyles among children and families throughout the region. tions.

on your award for the

2012 Malcolm Baldrige National Quality Award Hwy 8 West • Houston, MS

662-456-3756

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BALDRIGE AWARD

DAILY JOURNAL

NMHS: FROM PAGE 6

Physician Leadership Institute. Graduates expand their leadership roles as advocates, mentors, andtheir leadership roles as advocates, mentors, and performance improvement champions.

Physician leaders share operational responsibilities by participating in annual planning retreats, managing service lines, and supporting clinics and community hospitals across the system.

• NMHS’s core competency of “People Who Provide a Caring Culture” recognizes the role that the workforce plays in achieving the organization’s mission to “continuously improve the health of the people of our region.”

Through its innovative “grow-our-own” strategy, NMHS employs a full-time career counselor to assist employees in identifying opportunities for career progression and provides tuition reimbursement for advanced education and training that approached $450,000 in fiscal year 2011.

• Despite its location in what has been called “the nation’s epicenter of poverty, the system is the only health care organization in Mississippi or Alabama with a S&P AA credit rating, which it has held for the past 18 years.

• NMHS utilizes an innovative “Ideas for Excellence” program to capture improvement suggestions from the workforce. The number of ideas submitted has more than doubled in the past five years to greater than 10,000 in fiscal

SUNDAY, APRIL 21, 2013

|

7

year 2011, with approximately 40 percent accepted for implementation during that time.

• Dollars spent for charity care rose to $80 million per year in 2010 and 2011.

Employee contributions to United Way — providing meals, prescriptions, clothing, and utility assistance to the citizens of northeast Mississippi — increased from $475,000 in 2007 to nearly $600,000 in 2011.

• Community and regional outreach includes obesity prevention services, school health centers that provide nurses to 22 schools in six counties, the free Nurse Link Call Center, and free fairs for preventive screenings and health care promotion, including blood pressure checks, flu shots, and Through its philanthropic arm, North Mississippi Health Services spearheaded the childhood immuniza- creation of HealthWorks! Children’s Education Center in Tupelo to encourage smart choices and healthy lifestyles among children and families throughout the region. tions.

on your award for the

2012 Malcolm Baldrige National Quality Award Hwy 8 West • Houston, MS

662-456-3756

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BALDRIGE AWARD

DAILY JOURNAL

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

DAILY JOURNAL

Hardworkleads tobighonors

Physician leadership has been a critical area of focus in North Mississippi Health Services’ Baldrige process.

The 2012 Baldrige award will soon be on display beside the NMMCTupelo food court, but the crystal glass trophy belongs to the thousands of health system employees, hundreds of physicians and volun-

teers caring for people in 113 facilities across 24 counties in Northeast Mississippi and Western Alabama.

Earning the nation’s highest honor validates a commitment to quality that includes an unflinching

assessment of strengths and weaknesses and a relentless focus on creating a culture of caring people throughout the system.

It’s a journey, says NMHS chief executive John Heer, that continues.

The Baldrige award not only reflects the quality process inside the hospitals, but also The contributions of volunteers, like these from NMMC-West Point, were acknowl- the work inside North Mississippi Medical Clinics and outpatient facilities like Baldwyn edged as part of the system’s Baldrige win.

Outpatient Rehabilitation, shown here.

ANTONE TANNEHILL

Good Samaritan

FREE CLINIC

Congratulates

North Mississippi Health Services on winning the Malcolm Baldrige National Quality Award!

420 MAGAZINE STREET • TUPELO (662)844-FREE(3733)

Congratulations

to all of the men and women at NMMC who, together, earned this prestigious honor for our great medical center and for our great community! Just like every community deserves a great hospital, every community deserves a great hometown store!

“Our roots are here in North Mississippi... not just our branches.”

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8

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

DAILY JOURNAL

Hardworkleads tobighonors

Physician leadership has been a critical area of focus in North Mississippi Health Services’ Baldrige process.

The 2012 Baldrige award will soon be on display beside the NMMCTupelo food court, but the crystal glass trophy belongs to the thousands of health system employees, hundreds of physicians and volun-

teers caring for people in 113 facilities across 24 counties in Northeast Mississippi and Western Alabama.

Earning the nation’s highest honor validates a commitment to quality that includes an unflinching

assessment of strengths and weaknesses and a relentless focus on creating a culture of caring people throughout the system.

It’s a journey, says NMHS chief executive John Heer, that continues.

The Baldrige award not only reflects the quality process inside the hospitals, but also The contributions of volunteers, like these from NMMC-West Point, were acknowl- the work inside North Mississippi Medical Clinics and outpatient facilities like Baldwyn edged as part of the system’s Baldrige win.

Outpatient Rehabilitation, shown here.

ANTONE TANNEHILL

Good Samaritan

FREE CLINIC

Congratulates

North Mississippi Health Services on winning the Malcolm Baldrige National Quality Award!

420 MAGAZINE STREET • TUPELO (662)844-FREE(3733)

Congratulations

to all of the men and women at NMMC who, together, earned this prestigious honor for our great medical center and for our great community! Just like every community deserves a great hospital, every community deserves a great hometown store!

“Our roots are here in North Mississippi... not just our branches.”

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8

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

DAILY JOURNAL

Hardworkleads tobighonors

Physician leadership has been a critical area of focus in North Mississippi Health Services’ Baldrige process.

The 2012 Baldrige award will soon be on display beside the NMMCTupelo food court, but the crystal glass trophy belongs to the thousands of health system employees, hundreds of physicians and volun-

teers caring for people in 113 facilities across 24 counties in Northeast Mississippi and Western Alabama.

Earning the nation’s highest honor validates a commitment to quality that includes an unflinching

assessment of strengths and weaknesses and a relentless focus on creating a culture of caring people throughout the system.

It’s a journey, says NMHS chief executive John Heer, that continues.

The Baldrige award not only reflects the quality process inside the hospitals, but also The contributions of volunteers, like these from NMMC-West Point, were acknowl- the work inside North Mississippi Medical Clinics and outpatient facilities like Baldwyn edged as part of the system’s Baldrige win.

Outpatient Rehabilitation, shown here.

ANTONE TANNEHILL

Good Samaritan

FREE CLINIC

Congratulates

North Mississippi Health Services on winning the Malcolm Baldrige National Quality Award!

420 MAGAZINE STREET • TUPELO (662)844-FREE(3733)

Congratulations

to all of the men and women at NMMC who, together, earned this prestigious honor for our great medical center and for our great community! Just like every community deserves a great hospital, every community deserves a great hometown store!

“Our roots are here in North Mississippi... not just our branches.”

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8

SUNDAY, APRIL 21, 2013

North Mississippi Health Services chief executive John Heer, front row, third from left, and former board chairman Bobby Martin, second row, third from left, watch with other leaders from other Baldrige National Quality Award recipients as President Obama congratulates them via video for their organizations' achievements during the award ceremony in Baltimore. BOTTOM RIGHT, John Heer and Bobby Martin formally receive Baldrige honors from the U.S. Department of Commerce and Baldrige leaders. BOTTOM LEFT, The NMHS delegation rattles their blue-andwhite clappers to celebrate.

COURTESY/ TOM KOCHEL

Congratulations to North MS Health Services!

F.L. Crane & Sons 508 S. Spring St. • Fulton, MS 38843

662-862-2172 “More than 50 years in business”

|

9

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BALDRIGE AWARD

DAILY JOURNAL

SUNDAY, APRIL 21, 2013

North Mississippi Health Services chief executive John Heer, front row, third from left, and former board chairman Bobby Martin, second row, third from left, watch with other leaders from other Baldrige National Quality Award recipients as President Obama congratulates them via video for their organizations' achievements during the award ceremony in Baltimore. BOTTOM RIGHT, John Heer and Bobby Martin formally receive Baldrige honors from the U.S. Department of Commerce and Baldrige leaders. BOTTOM LEFT, The NMHS delegation rattles their blue-andwhite clappers to celebrate.

COURTESY/ TOM KOCHEL

Congratulations to North MS Health Services!

F.L. Crane & Sons 508 S. Spring St. • Fulton, MS 38843

662-862-2172 “More than 50 years in business”

|

9

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BALDRIGE AWARD

DAILY JOURNAL

SUNDAY, APRIL 21, 2013

North Mississippi Health Services chief executive John Heer, front row, third from left, and former board chairman Bobby Martin, second row, third from left, watch with other leaders from other Baldrige National Quality Award recipients as President Obama congratulates them via video for their organizations' achievements during the award ceremony in Baltimore. BOTTOM RIGHT, John Heer and Bobby Martin formally receive Baldrige honors from the U.S. Department of Commerce and Baldrige leaders. BOTTOM LEFT, The NMHS delegation rattles their blue-andwhite clappers to celebrate.

COURTESY/ TOM KOCHEL

Congratulations to North MS Health Services!

F.L. Crane & Sons 508 S. Spring St. • Fulton, MS 38843

662-862-2172 “More than 50 years in business”

|

9

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BALDRIGE AWARD

DAILY JOURNAL

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

DAILY JOURNAL

NMHS builds on Baldrige success

BY MICHAELA GIBSON MORRIS DAILY JOURNAL

The Baldrige journey isn’t a short jaunt into quality improvement that can sit on a shelf 11 months of the year.

“It’s a relentless focus on quality improvement,” said Rodger Brown, vice president of human resources for North Mississippi Health Services.“You can’t be good at one or two things,” to win a Baldrige.“You have to be good in a lot of different things. It has to be good at every facility.”

The Baldrige journey goes back more than a decade in Tupelo.

Karen Koch, NMHS organizational performance administrator, got involved in 1999 when NMMCTupelo applied for the Mississippi Governor’s Award, the state-level program based on Baldrige crite-

ria.

“We went through the process and received the award, and then we got the feedback reKoch port,” Koch said.“It was an ‘aha’ moment for us. We were able to identify our strengths as well as areas for improvement.We realized how beneficial the whole process was.”

Those early days yielded the hospital’s evidence-based planning process and“Keys to Success” which connect each individual employee’s job with the strategic goals of the system.

They “evolved from our early ‘opportunities for improvement’ and are used daily and now considered among our strengths,” Koch said.

system chief strategy officer.

The true reward of the Baldrige is the sustained synergy across an organization, said system chief executive John Heer.

“I first reviewed the Baldrige criteria in 1997, and it became clear to me that using them as a guide was the best way to run a ‘world class” organization,’” Heer said. “It forces you to focus on the right things; it creates alignment and deployment throughout the system; and it creates a burning platform to help you get better, faster.”

NMHS chief executive John Heer, NMMC-Tupelo president Chuck Stokes and Dr. Jimmy Hamilton, then chief of the medical staff, exSECOND TIME AROUND amine the inscription on the back of the Baldrige trophy following a Just because NMMC-Tupelo ceremony where NMMC-Tupelo received the 2006 Baldrige from won the Baldrige National QualVice President Dick Cheney in Washington, D.C. ity Award in 2006 doesn’t mean they could stand still and win anThe Baldrige process extends ““We use the Baldrige criteria to other as North Mississippi Health beyond hospital employees and refine how we listen to our comTURN TO SUCCESS, PAGE 11 the system facilities. munity,” said Ormella Cummings,

Greater

RECOGNITION

State Of The Art Technology With a Home Town Feel...

We Are ENT!

We congratulate North NorthMississippi Mississippi Health HealthServices Serviceson on becoming two-timeBaldridge Baldrige Award This award awardisis becoming aa two-time Award winner. winner. This well-deserved recognition for forexcelling excellingininpatient-focused patient-focused well-deserved recognition care and leadership in the regional economy.

North MS Health Services

care and leadership in the regional economy.

On Winning The Prestigious

Malcolm Baldrige Award for Quality Dr. Malcolm McAuley Dr. Robert Yarber Dr. Ryan Simmons Amory Office 1105 Earl Frye Blvd.

662-256-9796

Dr. Montgomery Berry Dr. James McAuley Philip Howell, F.N.P.

Corinth Office 2907 Hwy 72 W. 662-396-4104

Tupelo Office 618 Pegram Dr. 662-844-6513

TOLL FREE NUMBER FOR ALL LOCATIONS: 877-944-6513

www.entnorthmississippi.com

renasantbank.com | 1.800.680.1601 © JPC - 2013

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10

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

DAILY JOURNAL

NMHS builds on Baldrige success

BY MICHAELA GIBSON MORRIS DAILY JOURNAL

The Baldrige journey isn’t a short jaunt into quality improvement that can sit on a shelf 11 months of the year.

“It’s a relentless focus on quality improvement,” said Rodger Brown, vice president of human resources for North Mississippi Health Services.“You can’t be good at one or two things,” to win a Baldrige.“You have to be good in a lot of different things. It has to be good at every facility.”

The Baldrige journey goes back more than a decade in Tupelo.

Karen Koch, NMHS organizational performance administrator, got involved in 1999 when NMMCTupelo applied for the Mississippi Governor’s Award, the state-level program based on Baldrige crite-

ria.

“We went through the process and received the award, and then we got the feedback reKoch port,” Koch said.“It was an ‘aha’ moment for us. We were able to identify our strengths as well as areas for improvement.We realized how beneficial the whole process was.”

Those early days yielded the hospital’s evidence-based planning process and“Keys to Success” which connect each individual employee’s job with the strategic goals of the system.

They “evolved from our early ‘opportunities for improvement’ and are used daily and now considered among our strengths,” Koch said.

system chief strategy officer.

The true reward of the Baldrige is the sustained synergy across an organization, said system chief executive John Heer.

“I first reviewed the Baldrige criteria in 1997, and it became clear to me that using them as a guide was the best way to run a ‘world class” organization,’” Heer said. “It forces you to focus on the right things; it creates alignment and deployment throughout the system; and it creates a burning platform to help you get better, faster.”

NMHS chief executive John Heer, NMMC-Tupelo president Chuck Stokes and Dr. Jimmy Hamilton, then chief of the medical staff, exSECOND TIME AROUND amine the inscription on the back of the Baldrige trophy following a Just because NMMC-Tupelo ceremony where NMMC-Tupelo received the 2006 Baldrige from won the Baldrige National QualVice President Dick Cheney in Washington, D.C. ity Award in 2006 doesn’t mean they could stand still and win anThe Baldrige process extends ““We use the Baldrige criteria to other as North Mississippi Health beyond hospital employees and refine how we listen to our comTURN TO SUCCESS, PAGE 11 the system facilities. munity,” said Ormella Cummings,

Greater

RECOGNITION

State Of The Art Technology With a Home Town Feel...

We Are ENT!

We congratulate North NorthMississippi Mississippi Health HealthServices Serviceson on becoming two-timeBaldridge Baldrige Award This award awardisis becoming aa two-time Award winner. winner. This well-deserved recognition for forexcelling excellingininpatient-focused patient-focused well-deserved recognition care and leadership in the regional economy.

North MS Health Services

care and leadership in the regional economy.

On Winning The Prestigious

Malcolm Baldrige Award for Quality Dr. Malcolm McAuley Dr. Robert Yarber Dr. Ryan Simmons Amory Office 1105 Earl Frye Blvd.

662-256-9796

Dr. Montgomery Berry Dr. James McAuley Philip Howell, F.N.P.

Corinth Office 2907 Hwy 72 W. 662-396-4104

Tupelo Office 618 Pegram Dr. 662-844-6513

TOLL FREE NUMBER FOR ALL LOCATIONS: 877-944-6513

www.entnorthmississippi.com

renasantbank.com | 1.800.680.1601 © JPC - 2013

Document: F010DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:42:32;JPC 72 DPI

10

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

DAILY JOURNAL

NMHS builds on Baldrige success

BY MICHAELA GIBSON MORRIS DAILY JOURNAL

The Baldrige journey isn’t a short jaunt into quality improvement that can sit on a shelf 11 months of the year.

“It’s a relentless focus on quality improvement,” said Rodger Brown, vice president of human resources for North Mississippi Health Services.“You can’t be good at one or two things,” to win a Baldrige.“You have to be good in a lot of different things. It has to be good at every facility.”

The Baldrige journey goes back more than a decade in Tupelo.

Karen Koch, NMHS organizational performance administrator, got involved in 1999 when NMMCTupelo applied for the Mississippi Governor’s Award, the state-level program based on Baldrige crite-

ria.

“We went through the process and received the award, and then we got the feedback reKoch port,” Koch said.“It was an ‘aha’ moment for us. We were able to identify our strengths as well as areas for improvement.We realized how beneficial the whole process was.”

Those early days yielded the hospital’s evidence-based planning process and“Keys to Success” which connect each individual employee’s job with the strategic goals of the system.

They “evolved from our early ‘opportunities for improvement’ and are used daily and now considered among our strengths,” Koch said.

system chief strategy officer.

The true reward of the Baldrige is the sustained synergy across an organization, said system chief executive John Heer.

“I first reviewed the Baldrige criteria in 1997, and it became clear to me that using them as a guide was the best way to run a ‘world class” organization,’” Heer said. “It forces you to focus on the right things; it creates alignment and deployment throughout the system; and it creates a burning platform to help you get better, faster.”

NMHS chief executive John Heer, NMMC-Tupelo president Chuck Stokes and Dr. Jimmy Hamilton, then chief of the medical staff, exSECOND TIME AROUND amine the inscription on the back of the Baldrige trophy following a Just because NMMC-Tupelo ceremony where NMMC-Tupelo received the 2006 Baldrige from won the Baldrige National QualVice President Dick Cheney in Washington, D.C. ity Award in 2006 doesn’t mean they could stand still and win anThe Baldrige process extends ““We use the Baldrige criteria to other as North Mississippi Health beyond hospital employees and refine how we listen to our comTURN TO SUCCESS, PAGE 11 the system facilities. munity,” said Ormella Cummings,

Greater

RECOGNITION

State Of The Art Technology With a Home Town Feel...

We Are ENT!

We congratulate North NorthMississippi Mississippi Health HealthServices Serviceson on becoming two-timeBaldridge Baldrige Award This award awardisis becoming aa two-time Award winner. winner. This well-deserved recognition for forexcelling excellingininpatient-focused patient-focused well-deserved recognition care and leadership in the regional economy.

North MS Health Services

care and leadership in the regional economy.

On Winning The Prestigious

Malcolm Baldrige Award for Quality Dr. Malcolm McAuley Dr. Robert Yarber Dr. Ryan Simmons Amory Office 1105 Earl Frye Blvd.

662-256-9796

Dr. Montgomery Berry Dr. James McAuley Philip Howell, F.N.P.

Corinth Office 2907 Hwy 72 W. 662-396-4104

Tupelo Office 618 Pegram Dr. 662-844-6513

TOLL FREE NUMBER FOR ALL LOCATIONS: 877-944-6513

www.entnorthmississippi.com

renasantbank.com | 1.800.680.1601 © JPC - 2013

Document: F010DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:42:32;JPC 72 DPI

10

Success: FROM PAGE 10

Services in 2012.

“We realized quickly we needed to do something different,” Brown said.

The something different was getting the senior leadership team from around the system to meet monthly and creating cross-functional teams, where colleagues met with their counterparts from around the system quarterly. It means that people in business offices, pharmacies, emergency departments and others get to share what’s working for them and foster a common language – such as using the ADLI process of Approach, Deploy, Learn and Integrate.

“The community hospitals taught us about networking to share experiences and best practices across the system,” Koch said.

“North Mississippi Medical Clinics

has an excellent regional communication system, and we are using the same regional approach when rolling out new programs.”

From NMMC-Tupelo, the system was able to build and extend quality improvement efforts. In 2008, the system created a Patient Focused Improvement Department to improve and standardize quality, safety, performance improvement and infection control, Koch said.

“As a result, best clinical practices were shared and quality improved,” Koch said.

It’s hard to know where North Mississippi Health Services would be without the Baldrige process, but Koch knows the organization is in a better place.

“NMHS was a high performing organization before Baldrige, but our strengths were inconsistent,” Koch said. “The Baldrige framework enabled us to systematically examine, improve and standardize our processes.”

|

SUNDAY, APRIL 21, 2013

BALDRIGE JOURNEY TIMELINE

The Baldrige process is often described as a continuous journey of quality improvement.

North Mississippi Health Services embarked on its journey more than a decade ago.

2000 North Mississippi Medical Center receives Mississippi Quality Award, the state’s highest quality award.

2003 NMMC achieves consensus – an acknowledged level of approval – in its first attempt at the Baldrige Award. Uses feedback report to improve processes.

2004 NMMC achieves consensus on its second attempt. Uses feedback report to improve processes.

|

11

|

2005 tion and site visit to assess sysBaldrige examiners conduct a tem-wide deployment of Baldrige site visit at NMMC. Detailed exam- criteria. iner feedback identifies strengths 2012 and opportunities for improveNMHS submits first systemment. wide application in May and has 2006 first system-wide site visit in OcNMMC’s fourth Baldrige sub- tober. Examiners visit multiple lomission nets a site visit by Baldrige cations throughout the health examiners. care system and interview apNMMC-Tupelo, flagship hospi- proximately 600 people. tal of the system, is the 2006 MalNMHS named the 2012 Malcolm Baldrige National Quality colm Baldrige National Quality Award recipient in the health care Award recipient in the health care division. NMMC is the first and division on its first application. only recipient in Mississippi.

NMHS and NMMC are the only Baldrige recipients in Mississippi.

2006-2012 2013 NMHS uses Baldrige framework and focus to align services and NMHS recognized at the Malgoals system-wide. colm Baldrige National Quality Award Ceremony on April 8 in 2011 Baltimore. This year marks the NMHS conducts mock applica- Baldrige Award’s 25th anniversary.

Barnes Crossing Vision Care • Allergy and Dry Eye Management • Comprehensive Eye Examination • Comprehensive Contact Lens Exams • Emergency Eye Care • Pre and Post Operative Eye Care • Anterior Segment Eye Disease • Glaucoma Detection and Treatment

Kathryn McCullough, O.D. 3929 North Gloster Street • Tupelo

In front of Wal-Mart Supercenter • Across from Mall at Barnes Crossing Mon-Tues 9am-6pm / Wed-Fri 9am-5pm / Saturday 9am-3 pm

(662) 840-4624

Document: F011DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:42:40;JPC 72 DPI

BALDRIGE AWARD

DAILY JOURNAL

Success: FROM PAGE 10

Services in 2012.

“We realized quickly we needed to do something different,” Brown said.

The something different was getting the senior leadership team from around the system to meet monthly and creating cross-functional teams, where colleagues met with their counterparts from around the system quarterly. It means that people in business offices, pharmacies, emergency departments and others get to share what’s working for them and foster a common language – such as using the ADLI process of Approach, Deploy, Learn and Integrate.

“The community hospitals taught us about networking to share experiences and best practices across the system,” Koch said.

“North Mississippi Medical Clinics

has an excellent regional communication system, and we are using the same regional approach when rolling out new programs.”

From NMMC-Tupelo, the system was able to build and extend quality improvement efforts. In 2008, the system created a Patient Focused Improvement Department to improve and standardize quality, safety, performance improvement and infection control, Koch said.

“As a result, best clinical practices were shared and quality improved,” Koch said.

It’s hard to know where North Mississippi Health Services would be without the Baldrige process, but Koch knows the organization is in a better place.

“NMHS was a high performing organization before Baldrige, but our strengths were inconsistent,” Koch said. “The Baldrige framework enabled us to systematically examine, improve and standardize our processes.”

|

SUNDAY, APRIL 21, 2013

BALDRIGE JOURNEY TIMELINE

The Baldrige process is often described as a continuous journey of quality improvement.

North Mississippi Health Services embarked on its journey more than a decade ago.

2000 North Mississippi Medical Center receives Mississippi Quality Award, the state’s highest quality award.

2003 NMMC achieves consensus – an acknowledged level of approval – in its first attempt at the Baldrige Award. Uses feedback report to improve processes.

2004 NMMC achieves consensus on its second attempt. Uses feedback report to improve processes.

|

11

|

2005 tion and site visit to assess sysBaldrige examiners conduct a tem-wide deployment of Baldrige site visit at NMMC. Detailed exam- criteria. iner feedback identifies strengths 2012 and opportunities for improveNMHS submits first systemment. wide application in May and has 2006 first system-wide site visit in OcNMMC’s fourth Baldrige sub- tober. Examiners visit multiple lomission nets a site visit by Baldrige cations throughout the health examiners. care system and interview apNMMC-Tupelo, flagship hospi- proximately 600 people. tal of the system, is the 2006 MalNMHS named the 2012 Malcolm Baldrige National Quality colm Baldrige National Quality Award recipient in the health care Award recipient in the health care division. NMMC is the first and division on its first application. only recipient in Mississippi.

NMHS and NMMC are the only Baldrige recipients in Mississippi.

2006-2012 2013 NMHS uses Baldrige framework and focus to align services and NMHS recognized at the Malgoals system-wide. colm Baldrige National Quality Award Ceremony on April 8 in 2011 Baltimore. This year marks the NMHS conducts mock applica- Baldrige Award’s 25th anniversary.

Barnes Crossing Vision Care • Allergy and Dry Eye Management • Comprehensive Eye Examination • Comprehensive Contact Lens Exams • Emergency Eye Care • Pre and Post Operative Eye Care • Anterior Segment Eye Disease • Glaucoma Detection and Treatment

Kathryn McCullough, O.D. 3929 North Gloster Street • Tupelo

In front of Wal-Mart Supercenter • Across from Mall at Barnes Crossing Mon-Tues 9am-6pm / Wed-Fri 9am-5pm / Saturday 9am-3 pm

(662) 840-4624

Document: F011DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:42:40;JPC 72 DPI

BALDRIGE AWARD

DAILY JOURNAL

Success: FROM PAGE 10

Services in 2012.

“We realized quickly we needed to do something different,” Brown said.

The something different was getting the senior leadership team from around the system to meet monthly and creating cross-functional teams, where colleagues met with their counterparts from around the system quarterly. It means that people in business offices, pharmacies, emergency departments and others get to share what’s working for them and foster a common language – such as using the ADLI process of Approach, Deploy, Learn and Integrate.

“The community hospitals taught us about networking to share experiences and best practices across the system,” Koch said.

“North Mississippi Medical Clinics

has an excellent regional communication system, and we are using the same regional approach when rolling out new programs.”

From NMMC-Tupelo, the system was able to build and extend quality improvement efforts. In 2008, the system created a Patient Focused Improvement Department to improve and standardize quality, safety, performance improvement and infection control, Koch said.

“As a result, best clinical practices were shared and quality improved,” Koch said.

It’s hard to know where North Mississippi Health Services would be without the Baldrige process, but Koch knows the organization is in a better place.

“NMHS was a high performing organization before Baldrige, but our strengths were inconsistent,” Koch said. “The Baldrige framework enabled us to systematically examine, improve and standardize our processes.”

|

SUNDAY, APRIL 21, 2013

BALDRIGE JOURNEY TIMELINE

The Baldrige process is often described as a continuous journey of quality improvement.

North Mississippi Health Services embarked on its journey more than a decade ago.

2000 North Mississippi Medical Center receives Mississippi Quality Award, the state’s highest quality award.

2003 NMMC achieves consensus – an acknowledged level of approval – in its first attempt at the Baldrige Award. Uses feedback report to improve processes.

2004 NMMC achieves consensus on its second attempt. Uses feedback report to improve processes.

|

11

|

2005 tion and site visit to assess sysBaldrige examiners conduct a tem-wide deployment of Baldrige site visit at NMMC. Detailed exam- criteria. iner feedback identifies strengths 2012 and opportunities for improveNMHS submits first systemment. wide application in May and has 2006 first system-wide site visit in OcNMMC’s fourth Baldrige sub- tober. Examiners visit multiple lomission nets a site visit by Baldrige cations throughout the health examiners. care system and interview apNMMC-Tupelo, flagship hospi- proximately 600 people. tal of the system, is the 2006 MalNMHS named the 2012 Malcolm Baldrige National Quality colm Baldrige National Quality Award recipient in the health care Award recipient in the health care division. NMMC is the first and division on its first application. only recipient in Mississippi.

NMHS and NMMC are the only Baldrige recipients in Mississippi.

2006-2012 2013 NMHS uses Baldrige framework and focus to align services and NMHS recognized at the Malgoals system-wide. colm Baldrige National Quality Award Ceremony on April 8 in 2011 Baltimore. This year marks the NMHS conducts mock applica- Baldrige Award’s 25th anniversary.

Barnes Crossing Vision Care • Allergy and Dry Eye Management • Comprehensive Eye Examination • Comprehensive Contact Lens Exams • Emergency Eye Care • Pre and Post Operative Eye Care • Anterior Segment Eye Disease • Glaucoma Detection and Treatment

Kathryn McCullough, O.D. 3929 North Gloster Street • Tupelo

In front of Wal-Mart Supercenter • Across from Mall at Barnes Crossing Mon-Tues 9am-6pm / Wed-Fri 9am-5pm / Saturday 9am-3 pm

(662) 840-4624

Document: F011DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:42:40;JPC 72 DPI

BALDRIGE AWARD

DAILY JOURNAL

By the numbers 7

Number of sections in a Baldrige application.

CATEGORY 1 Leadership CATEGORY 2 Strategic Planning CATEGORY 3 Customer focus CATEGORY 4 Measurement, Analysis and Knowledge Management CATEGORY 5 Workforce Focus CATEGORY 6 Operations Focus CATEGORY 7 Results

39

Thirty-nine companies and organizations across the United States submitted Baldrige applications in 2012. The breakdown by division is 25 health care organizations, one manufacturer, three service companies, two small businesses, three educational organizations and five nonp ro f i t s / g ov e r n m e n t a l agencies

12 25

Since its debut 25 years ago, 93 organizations have received the Baldrige Award, the nation’s highest recognition for organizational performance excellence.

At the Baldrige ceremony, the winning organizations were represented by their leaders, Barton B. Davis of Lockheed Martin, Terry May of Mesa, John Heer of NMHS and Tommy Gonzalez of City of Irving.

Of the 39 applicants, 12 U.S. organizations received site visits in 2012. Breakdown by category are five in health care, one in manufacturing, one in service, two in small business, one in education and two in nonprofit.

1,000

Number of hours spent reviewing a Baldrige application and an on-site visit by a team of examiners to clarify questions and verify information in the application.

DAILY JOURNAL

CONGRATULATIONS North Mississippi Health Services You are an INSPIRATION.

4

The 2012 Malcolm Baldrige National Quality Award was presented in four categories.

The recipients are North Mississippi Health Services, Tupelo, for health care; Lockheed Martin Missiles and Fire Control, Grand Prairie, Texas, for manufacturing; MESA Products, Inc., Tulsa, Okla., for small business; and City of Irving, Texas, for nonprofit.

Source: www.nist.gov

Tupelo, Mississippi Phone: 662.844.4400 Studio: 533 West Main Street www.mccartycompany.com

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BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

Š2005 Jeffrey Jacobs Photography, Inc.

12

By the numbers 7

Number of sections in a Baldrige application.

CATEGORY 1 Leadership CATEGORY 2 Strategic Planning CATEGORY 3 Customer focus CATEGORY 4 Measurement, Analysis and Knowledge Management CATEGORY 5 Workforce Focus CATEGORY 6 Operations Focus CATEGORY 7 Results

39

Thirty-nine companies and organizations across the United States submitted Baldrige applications in 2012. The breakdown by division is 25 health care organizations, one manufacturer, three service companies, two small businesses, three educational organizations and five nonp ro f i t s / g ov e r n m e n t a l agencies

12 25

Since its debut 25 years ago, 93 organizations have received the Baldrige Award, the nation’s highest recognition for organizational performance excellence.

At the Baldrige ceremony, the winning organizations were represented by their leaders, Barton B. Davis of Lockheed Martin, Terry May of Mesa, John Heer of NMHS and Tommy Gonzalez of City of Irving.

Of the 39 applicants, 12 U.S. organizations received site visits in 2012. Breakdown by category are five in health care, one in manufacturing, one in service, two in small business, one in education and two in nonprofit.

1,000

Number of hours spent reviewing a Baldrige application and an on-site visit by a team of examiners to clarify questions and verify information in the application.

DAILY JOURNAL

CONGRATULATIONS North Mississippi Health Services You are an INSPIRATION.

4

The 2012 Malcolm Baldrige National Quality Award was presented in four categories.

The recipients are North Mississippi Health Services, Tupelo, for health care; Lockheed Martin Missiles and Fire Control, Grand Prairie, Texas, for manufacturing; MESA Products, Inc., Tulsa, Okla., for small business; and City of Irving, Texas, for nonprofit.

Source: www.nist.gov

Tupelo, Mississippi Phone: 662.844.4400 Studio: 533 West Main Street www.mccartycompany.com

Document: F012DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:43:07;JPC 72 DPI

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

Š2005 Jeffrey Jacobs Photography, Inc.

12

By the numbers 7

Number of sections in a Baldrige application.

CATEGORY 1 Leadership CATEGORY 2 Strategic Planning CATEGORY 3 Customer focus CATEGORY 4 Measurement, Analysis and Knowledge Management CATEGORY 5 Workforce Focus CATEGORY 6 Operations Focus CATEGORY 7 Results

39

Thirty-nine companies and organizations across the United States submitted Baldrige applications in 2012. The breakdown by division is 25 health care organizations, one manufacturer, three service companies, two small businesses, three educational organizations and five nonp ro f i t s / g ov e r n m e n t a l agencies

12 25

Since its debut 25 years ago, 93 organizations have received the Baldrige Award, the nation’s highest recognition for organizational performance excellence.

At the Baldrige ceremony, the winning organizations were represented by their leaders, Barton B. Davis of Lockheed Martin, Terry May of Mesa, John Heer of NMHS and Tommy Gonzalez of City of Irving.

Of the 39 applicants, 12 U.S. organizations received site visits in 2012. Breakdown by category are five in health care, one in manufacturing, one in service, two in small business, one in education and two in nonprofit.

1,000

Number of hours spent reviewing a Baldrige application and an on-site visit by a team of examiners to clarify questions and verify information in the application.

DAILY JOURNAL

CONGRATULATIONS North Mississippi Health Services You are an INSPIRATION.

4

The 2012 Malcolm Baldrige National Quality Award was presented in four categories.

The recipients are North Mississippi Health Services, Tupelo, for health care; Lockheed Martin Missiles and Fire Control, Grand Prairie, Texas, for manufacturing; MESA Products, Inc., Tulsa, Okla., for small business; and City of Irving, Texas, for nonprofit.

Source: www.nist.gov

Tupelo, Mississippi Phone: 662.844.4400 Studio: 533 West Main Street www.mccartycompany.com

Document: F012DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:43:07;JPC 72 DPI

BALDRIGE AWARD

| SUNDAY, APRIL 21, 2013

Š2005 Jeffrey Jacobs Photography, Inc.

12

SUNDAY, APRIL 21, 2013

|

13

What they said: What Baldrige means to me The Baldrige Award doesn’t recognize one person within an organization, but the ability of an entire organization to work together to improve.

Here’s what members of the North Mississippi Health Services family shared about what the Baldrige means to them:

“Being a part of the Baldrige Award tells the nation, as well as our small part of the world, that we are different, that our concern for our employees and our patients is given “To me, the highest priority, and Baldrige that not only do we put our represents commitment on paper, we the highest live it every day. Because benchmark we are a small community for quality. “ T h e hospital, recognition of It also Baldrige this magnitude is an honor shows our Award for beyond words.”

Brenda Johnson, West Point c o m m i t - Sachev health care Director of Human Resources ment to the embodies a NMMC-West Point delivery of the very best passion for care for our patients in the caring, a “Our system receiving era of changing health care practice of the Baldrige National in the United States.” excellence, Pugh Dr. Vishal Sachdev, Tupelo Quality Award has lingerand a penCardiothoracic Surgery Clinic of ing significance for me. chant for achieving inNorth Mississippi One, the realization that creasingly better results as North Mississippi Medical Clinics our organization reached we raise our own performance bar to better serve our patients.”

Denise Pugh, registered nurse, New Albany Regional Manager North Mississippi Medical Clinics

this pinnacle is reflective of the fervor and commitment of our leaders and our collective teams Truesdale throughout NMHS. Further, it speaks to the notion, if we have, in fact, achieved national recognition for exceptional quality, visionary purpose and consistent application of our business principles; we are obligated to replicate those principles, purposes and mindsets for years to come. Winning the Baldrige Award is not a destination, but a journey that reinforces and strengthens our mission,

values, demonstrates a commitment to continuous improvement and achieves service excellence for the benefit of others.”

“To me personally the Marie Barnes, Pontotoc Baldrige Award merely valDirector of Human Resources idates to some what many NMMC-Pontotoc of us already knew, that “Baldrige was an experiNorth Mississippi Health Services has some of the ence that opened my eyes finest people you'll find in to the excellence we strive any organization anywhere for as a system. I learned so much about our quality in the world.”

Bob Jones, Water Valley processes and high stanAdministrator dards. I am very proud to NMMC-Eupora work for an organization that would strive for such “The Baldrige award rep- an honor and receive the resents the quality, com- Baldrige Award.” mitment and overall job Cindy Nelson, Guin, Ala. performance of our emDirector of Laboratory ployees. It is an honor to be NMMC-Hamilton associated with a workforce that shares common TURN TO THEY SAID, 14 vision and values.”

Fred Truesdale, Iuka Administrator NMMC-Iuka

Proud Partner of NMHS Laundry in providing total quality linen.

Big Oaks Golf Course would like to say Congratulations, North Mississippi Health Services!

CONGRATULATIONS, North Mississippi Health Services on receiving the

Chemical & Supply Company Committed to continuously improved performance in protecting health, safety, security, and the environment. www.idealchemical.com

2013 Malcolm Baldrige National Quality Award.

3481 Big Oaks Blvd. • Saltillo • 844-8002 • www.bigoaksgolfcourse.com

Document: F013DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:43:15;JPC 72 DPI

BALDRIGE AWARD

DAILY JOURNAL

SUNDAY, APRIL 21, 2013

|

13

What they said: What Baldrige means to me The Baldrige Award doesn’t recognize one person within an organization, but the ability of an entire organization to work together to improve.

Here’s what members of the North Mississippi Health Services family shared about what the Baldrige means to them:

“Being a part of the Baldrige Award tells the nation, as well as our small part of the world, that we are different, that our concern for our employees and our patients is given “To me, the highest priority, and Baldrige that not only do we put our represents commitment on paper, we the highest live it every day. Because benchmark we are a small community for quality. “ T h e hospital, recognition of It also Baldrige this magnitude is an honor shows our Award for beyond words.”

Brenda Johnson, West Point c o m m i t - Sachev health care Director of Human Resources ment to the embodies a NMMC-West Point delivery of the very best passion for care for our patients in the caring, a “Our system receiving era of changing health care practice of the Baldrige National in the United States.” excellence, Pugh Dr. Vishal Sachdev, Tupelo Quality Award has lingerand a penCardiothoracic Surgery Clinic of ing significance for me. chant for achieving inNorth Mississippi One, the realization that creasingly better results as North Mississippi Medical Clinics our organization reached we raise our own performance bar to better serve our patients.”

Denise Pugh, registered nurse, New Albany Regional Manager North Mississippi Medical Clinics

this pinnacle is reflective of the fervor and commitment of our leaders and our collective teams Truesdale throughout NMHS. Further, it speaks to the notion, if we have, in fact, achieved national recognition for exceptional quality, visionary purpose and consistent application of our business principles; we are obligated to replicate those principles, purposes and mindsets for years to come. Winning the Baldrige Award is not a destination, but a journey that reinforces and strengthens our mission,

values, demonstrates a commitment to continuous improvement and achieves service excellence for the benefit of others.”

“To me personally the Marie Barnes, Pontotoc Baldrige Award merely valDirector of Human Resources idates to some what many NMMC-Pontotoc of us already knew, that “Baldrige was an experiNorth Mississippi Health Services has some of the ence that opened my eyes finest people you'll find in to the excellence we strive any organization anywhere for as a system. I learned so much about our quality in the world.”

Bob Jones, Water Valley processes and high stanAdministrator dards. I am very proud to NMMC-Eupora work for an organization that would strive for such “The Baldrige award rep- an honor and receive the resents the quality, com- Baldrige Award.” mitment and overall job Cindy Nelson, Guin, Ala. performance of our emDirector of Laboratory ployees. It is an honor to be NMMC-Hamilton associated with a workforce that shares common TURN TO THEY SAID, 14 vision and values.”

Fred Truesdale, Iuka Administrator NMMC-Iuka

Proud Partner of NMHS Laundry in providing total quality linen.

Big Oaks Golf Course would like to say Congratulations, North Mississippi Health Services!

CONGRATULATIONS, North Mississippi Health Services on receiving the

Chemical & Supply Company Committed to continuously improved performance in protecting health, safety, security, and the environment. www.idealchemical.com

2013 Malcolm Baldrige National Quality Award.

3481 Big Oaks Blvd. • Saltillo • 844-8002 • www.bigoaksgolfcourse.com

Document: F013DJS042113.eps;Page: 1;Format:(254.00 x 254.00 mm);Plate: Composite;Date: Apr 19, 2013 12:43:15;JPC 72 DPI

BALDRIGE AWARD

DAILY JOURNAL

SUNDAY, APRIL 21, 2013

|

13

What they said: What Baldrige means to me The Baldrige Award doesn’t recognize one person within an organization, but the ability of an entire organization to work together to improve.

Here’s what members of the North Mississippi Health Services family shared about what the Baldrige means to them:

“Being a part of the Baldrige Award tells the nation, as well as our small part of the world, that we are different, that our concern for our employees and our patients is given “To me, the highest priority, and Baldrige that not only do we put our represents commitment on paper, we the highest live it every day. Because benchmark we are a small community for quality. “ T h e hospital, recognition of It also Baldrige this magnitude is an honor shows our Award for beyond words.”

Brenda Johnson, West Point c o m m i t - Sachev health care Director of Human Resources ment to the embodies a NMMC-West Point delivery of the very best passion for care for our patients in the caring, a “Our system receiving era of changing health care practice of the Baldrige National in the United States.” excellence, Pugh Dr. Vishal Sachdev, Tupelo Quality Award has lingerand a penCardiothoracic Surgery Clinic of ing significance for me. chant for achieving inNorth Mississippi One, the realization that creasingly better results as North Mississippi Medical Clinics our organization reached we raise our own performance bar to better serve our patients.”

Denise Pugh, registered nurse, New Albany Regional Manager North Mississippi Medical Clinics

this pinnacle is reflective of the fervor and commitment of our leaders and our collective teams Truesdale throughout NMHS. Further, it speaks to the notion, if we have, in fact, achieved national recognition for exceptional quality, visionary purpose and consistent application of our business principles; we are obligated to replicate those principles, purposes and mindsets for years to come. Winning the Baldrige Award is not a destination, but a journey that reinforces and strengthens our mission,

values, demonstrates a commitment to continuous improvement and achieves service excellence for the benefit of others.”

“To me personally the Marie Barnes, Pontotoc Baldrige Award merely valDirector of Human Resources idates to some what many NMMC-Pontotoc of us already knew, that “Baldrige was an experiNorth Mississippi Health Services has some of the ence that opened my eyes finest people you'll find in to the excellence we strive any organization anywhere for as a system. I learned so much about our quality in the world.”

Bob Jones, Water Valley processes and high stanAdministrator dards. I am very proud to NMMC-Eupora work for an organization that would strive for such “The Baldrige award rep- an honor and receive the resents the quality, com- Baldrige Award.” mitment and overall job Cindy Nelson, Guin, Ala. performance of our emDirector of Laboratory ployees. It is an honor to be NMMC-Hamilton associated with a workforce that shares common TURN TO THEY SAID, 14 vision and values.”

Fred Truesdale, Iuka Administrator NMMC-Iuka

Proud Partner of NMHS Laundry in providing total quality linen.

Big Oaks Golf Course would like to say Congratulations, North Mississippi Health Services!

CONGRATULATIONS, North Mississippi Health Services on receiving the

Chemical & Supply Company Committed to continuously improved performance in protecting health, safety, security, and the environment. www.idealchemical.com

2013 Malcolm Baldrige National Quality Award.

3481 Big Oaks Blvd. • Saltillo • 844-8002 • www.bigoaksgolfcourse.com

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BALDRIGE AWARD

DAILY JOURNAL

| SUNDAY, APRIL 21, 2013

They said:

BALDRIGE AWARD

DAILY JOURNAL

a part of a group of individuals who are focusing on continuously improvFROM PAGE 13 ing.”

Octavius Ivy “Being a Baldrige Award administrator for clinical and suprecipient validates our port services commitment to delivering NMHS the best patient-centered “The Baldrige journey care in America. The Baldrige process allows us has been as rewarding an to critically analyze all experience as I've had in facets of our organization my 22 years as a health executive. The to ensure we are meeting care the needs of our patients process has made us and community. We real- stronger as an organizaize that winning the award tion and definitely imis a great honor, but the proved our results from principles we learned in higher degrees of alignand our Baldrige journey will ment allow us to continue to be accountability. Receiving a leader in health care for the Baldrige Award is a source of pride for our years to come.”

Dr. Lee Greer, Pontotoc workforce and evidence of Chief Quality and Safety Officer excellence to other hospiNMHS tals and health systems.”

Donald Jones of Hamilton, Ala. Octavius Ivy, center, administrator for clinical and support services at NMMC-Tupelo, enjoys the Baldrige festivi“It’s an awesome feeling Administrator ties with Charlotte Pratt, NMHS employment services benefits and compensation manager, left, and to be here again, and to be NMMC-Hamilton Leslia Carter, administrator of post-acute and rehabilitation services.

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| SUNDAY, APRIL 21, 2013

They said:

BALDRIGE AWARD

DAILY JOURNAL

a part of a group of individuals who are focusing on continuously improvFROM PAGE 13 ing.”

Octavius Ivy “Being a Baldrige Award administrator for clinical and suprecipient validates our port services commitment to delivering NMHS the best patient-centered “The Baldrige journey care in America. The Baldrige process allows us has been as rewarding an to critically analyze all experience as I've had in facets of our organization my 22 years as a health executive. The to ensure we are meeting care the needs of our patients process has made us and community. We real- stronger as an organizaize that winning the award tion and definitely imis a great honor, but the proved our results from principles we learned in higher degrees of alignand our Baldrige journey will ment allow us to continue to be accountability. Receiving a leader in health care for the Baldrige Award is a source of pride for our years to come.”

Dr. Lee Greer, Pontotoc workforce and evidence of Chief Quality and Safety Officer excellence to other hospiNMHS tals and health systems.”

Donald Jones of Hamilton, Ala. Octavius Ivy, center, administrator for clinical and support services at NMMC-Tupelo, enjoys the Baldrige festivi“It’s an awesome feeling Administrator ties with Charlotte Pratt, NMHS employment services benefits and compensation manager, left, and to be here again, and to be NMMC-Hamilton Leslia Carter, administrator of post-acute and rehabilitation services.

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14

| SUNDAY, APRIL 21, 2013

They said:

BALDRIGE AWARD

DAILY JOURNAL

a part of a group of individuals who are focusing on continuously improvFROM PAGE 13 ing.”

Octavius Ivy “Being a Baldrige Award administrator for clinical and suprecipient validates our port services commitment to delivering NMHS the best patient-centered “The Baldrige journey care in America. The Baldrige process allows us has been as rewarding an to critically analyze all experience as I've had in facets of our organization my 22 years as a health executive. The to ensure we are meeting care the needs of our patients process has made us and community. We real- stronger as an organizaize that winning the award tion and definitely imis a great honor, but the proved our results from principles we learned in higher degrees of alignand our Baldrige journey will ment allow us to continue to be accountability. Receiving a leader in health care for the Baldrige Award is a source of pride for our years to come.”

Dr. Lee Greer, Pontotoc workforce and evidence of Chief Quality and Safety Officer excellence to other hospiNMHS tals and health systems.”

Donald Jones of Hamilton, Ala. Octavius Ivy, center, administrator for clinical and support services at NMMC-Tupelo, enjoys the Baldrige festivi“It’s an awesome feeling Administrator ties with Charlotte Pratt, NMHS employment services benefits and compensation manager, left, and to be here again, and to be NMMC-Hamilton Leslia Carter, administrator of post-acute and rehabilitation services.

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SUNDAY, APRIL 21, 2013

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15

NMHS Baldrige Team The Baldrige Steer Committee, drawn from all levels of the system, worked as a team to develop the 2012 application. In addition to the committee, countless employees contributed to the application process, participated in the site visit and exemplified Baldrige principles through their daily work.

The late Hank Boerner, NMMC Wellness Center director Tommy Bozeman, vice president and chief information officer Kertenia Brock, decision support analyst Rodger Brown, vice president of human resources Genie Alice Causey, marketing staff writer Ormella Cummings, chief

strategy officer Liz Dawson, NMMC-Tupelo community health director Beth Frick, education director David Friloux, NMMCTupelo acute and home health rehabilitation director Shannon Fryery, management information systems meaningful use coordinator Leslie Geoghegan, Marketing graphic designer Dr. Lee Greer, chief quality and safety officer Laquita Harris, patient satisfaction coordinator John Heer, president and CEO Lynn Holland, vice president finance/NMMC chief financial officer Karen Koch, organizational performance admin-

istrator Registered Nurse Kathy Lee, patient focused improvement outcomes manager Jenny Lesley, financial analyst Jamie McAdams, NMMCTupelo assistant to president Lynn Nelson, employment services director Charlotte Pratt, employment services benefits and compensation manager Deborah Pugh, Marketing staff writer Joe Reppert, chief financial officer Judy Roberson, patientfocused improvement data analyst Mike Switzer, vice president of supply chain MarshaTapscott, Marketing director

Congratulations

North Mississippi Medical Center

MALCOLM BALDRIGE WE NOW HAVE 5 LOCATIONS TO SERVE YOU 1138 West Main Shopping Center • Tupelo • 662-842-4011 1005 Hwy. 72 E. • Corinth • 662-287-0909 622 West Poplar Ave., Suite 4 • Collierville, TN • 901-316-5977 731 Hwy. 78 West • Jasper, AL • 205-387-8778 275 South Cox Creek Parkway • Florence, AL • 256-760-2088 Mon. - Sat. 9 am - 6 pm • www.scrubselite.com

20% off

Our Everyday Prices!

© JPC - 2013

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BALDRIGE AWARD

DAILY JOURNAL

SUNDAY, APRIL 21, 2013

|

15

NMHS Baldrige Team The Baldrige Steer Committee, drawn from all levels of the system, worked as a team to develop the 2012 application. In addition to the committee, countless employees contributed to the application process, participated in the site visit and exemplified Baldrige principles through their daily work.

The late Hank Boerner, NMMC Wellness Center director Tommy Bozeman, vice president and chief information officer Kertenia Brock, decision support analyst Rodger Brown, vice president of human resources Genie Alice Causey, marketing staff writer Ormella Cummings, chief

strategy officer Liz Dawson, NMMC-Tupelo community health director Beth Frick, education director David Friloux, NMMCTupelo acute and home health rehabilitation director Shannon Fryery, management information systems meaningful use coordinator Leslie Geoghegan, Marketing graphic designer Dr. Lee Greer, chief quality and safety officer Laquita Harris, patient satisfaction coordinator John Heer, president and CEO Lynn Holland, vice president finance/NMMC chief financial officer Karen Koch, organizational performance admin-

istrator Registered Nurse Kathy Lee, patient focused improvement outcomes manager Jenny Lesley, financial analyst Jamie McAdams, NMMCTupelo assistant to president Lynn Nelson, employment services director Charlotte Pratt, employment services benefits and compensation manager Deborah Pugh, Marketing staff writer Joe Reppert, chief financial officer Judy Roberson, patientfocused improvement data analyst Mike Switzer, vice president of supply chain MarshaTapscott, Marketing director

Congratulations

North Mississippi Medical Center

MALCOLM BALDRIGE WE NOW HAVE 5 LOCATIONS TO SERVE YOU 1138 West Main Shopping Center • Tupelo • 662-842-4011 1005 Hwy. 72 E. • Corinth • 662-287-0909 622 West Poplar Ave., Suite 4 • Collierville, TN • 901-316-5977 731 Hwy. 78 West • Jasper, AL • 205-387-8778 275 South Cox Creek Parkway • Florence, AL • 256-760-2088 Mon. - Sat. 9 am - 6 pm • www.scrubselite.com

20% off

Our Everyday Prices!

© JPC - 2013

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BALDRIGE AWARD

DAILY JOURNAL

SUNDAY, APRIL 21, 2013

|

15

NMHS Baldrige Team The Baldrige Steer Committee, drawn from all levels of the system, worked as a team to develop the 2012 application. In addition to the committee, countless employees contributed to the application process, participated in the site visit and exemplified Baldrige principles through their daily work.

The late Hank Boerner, NMMC Wellness Center director Tommy Bozeman, vice president and chief information officer Kertenia Brock, decision support analyst Rodger Brown, vice president of human resources Genie Alice Causey, marketing staff writer Ormella Cummings, chief

strategy officer Liz Dawson, NMMC-Tupelo community health director Beth Frick, education director David Friloux, NMMCTupelo acute and home health rehabilitation director Shannon Fryery, management information systems meaningful use coordinator Leslie Geoghegan, Marketing graphic designer Dr. Lee Greer, chief quality and safety officer Laquita Harris, patient satisfaction coordinator John Heer, president and CEO Lynn Holland, vice president finance/NMMC chief financial officer Karen Koch, organizational performance admin-

istrator Registered Nurse Kathy Lee, patient focused improvement outcomes manager Jenny Lesley, financial analyst Jamie McAdams, NMMCTupelo assistant to president Lynn Nelson, employment services director Charlotte Pratt, employment services benefits and compensation manager Deborah Pugh, Marketing staff writer Joe Reppert, chief financial officer Judy Roberson, patientfocused improvement data analyst Mike Switzer, vice president of supply chain MarshaTapscott, Marketing director

Congratulations

North Mississippi Medical Center

MALCOLM BALDRIGE WE NOW HAVE 5 LOCATIONS TO SERVE YOU 1138 West Main Shopping Center • Tupelo • 662-842-4011 1005 Hwy. 72 E. • Corinth • 662-287-0909 622 West Poplar Ave., Suite 4 • Collierville, TN • 901-316-5977 731 Hwy. 78 West • Jasper, AL • 205-387-8778 275 South Cox Creek Parkway • Florence, AL • 256-760-2088 Mon. - Sat. 9 am - 6 pm • www.scrubselite.com

20% off

Our Everyday Prices!

© JPC - 2013

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DAILY JOURNAL

16 | SUNDAY, APRIL 21, 2013

BALDRIGE AWARD

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16 | SUNDAY, APRIL 21, 2013

BALDRIGE AWARD

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16 | SUNDAY, APRIL 21, 2013

BALDRIGE AWARD

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DAILY JOURNAL