Bronson Methodist Hospital: journey to excellence in quality and safety.
BACKGROUND
Bronson Healthcare Group, a 343-bed not-for-profit health care system serving all of southwest Michigan and northern Indiana, has as its flagship Bronson Methodist Hospital, the recipient of the 2005 Malcolm Baldrige National Quality Award.


METHODS
The Baldrige criteria were used to formalize Bronson's approach to performance excellence. The strategic plan is condensed and communicated via a "Plan for Excellence" focused on three strategies: clinical excellence, customer and service excellence, and corporate effectiveness.
Initiatives include clinical scene investigation (a system for reporting and investigating sentinel and atypical events), a strategy for educating staff in the Situation-Background-Assessment-Recommendations (SBAR) communication technique, and mandatory influenza immunization for health care staff (safety), patient health literacy needs and a health information center (patient centeredness); methods to reduce bloodstream and ventilator-acquired pneumonia infections (effectiveness); a physician portal for access to forms, test results, and patient information (efficiency); restaurant-style pagers for patients and families while waiting (timeliness); and community outreach (equity).


CONCLUSIONS
Bronson's journey to excellence continues with more accountability for hand-off communication and teamwork, enhancing a non-punitive environment for patient safety reporting, and further incorporating patient and family involvement.
Knapp
Cheryl
C
Physician Information Support, Bronson Healthcare Group, Kalamazoo, Michigan, USA. knappc@bronsonhg.org
D003625:Data Collection; D006745:Hospital Bed Capacity, 300 to 499; D006788:Hospitals, Voluntary / Q000458:organization & administration* / Q000592:standards; D006801:Humans; D007196:Indiana; D007252:Influenza Vaccines / Q000008:administration & dosage; D007318:Inservice Training; D007324:Institutional Management Teams; D008824:Michigan; D015969:National Academies of Science, Engineering, and Medicine, U.S., Health and Medicine Division; D015279:Organizational Culture; D009936:Organizational Innovation; D017060:Patient Satisfaction; D011014:Pneumonia / Q000517:prevention & control; D017410:Practice Guidelines as Topic / Q000592:standards*; D011785:Quality Assurance, Health Care / Q000458:organization & administration / Q000592:standards*; D017751:Safety Management / Q000458:organization & administration / Q000592:standards*; D014481:United States
D007252:Influenza Vaccines