Baldrige Performance Excellence Assessment for Qateef Central Hospital

This project is a CPE (Criteria for Performance Excellence) portfolio, assessing the performance of Qateef Central Hospital in Saudi Arabia using the Baldrige Performance Excellence framework. The assessment evaluates the hospital across seven key categories: Leadership, Strategic Planning, Customer and Market Focus, Measurement, Analysis and Knowledge Management, Workforce Focus, Process Management, and Results. The methodology involved a review of the hospital's operations, scoring each category based on the Baldrige criteria, and providing a total score out of 1000 points. The assessment highlights strengths and weaknesses in each area, offering insights into areas for improvement, such as strategic planning, employee education, and community healthcare follow-up. The project concludes with an overall evaluation and recommendations for enhancing the hospital's performance and aligning with the Baldrige framework for sustainable improvement. The assessment also references the Malcolm Baldrige Criteria for Performance Excellence as essential in ensuring that weaknesses and improvements in the organization are highlighted and strategies towards it are implemented.

CPE portfolio Qateef Central Hospital
Saudi Arabia
Baldrige Performance assessment
University
Name
Tutor

CPE portfolio Qateef Central Hospital
Saudi Arabia
Baldrige Performance assessment
Qateef Central Hospital is an health
care organization providing a range of
services to the general population in
Saudi Arabia. Established many years
back, it has been striving to provide
essential and critical care to patient in
the region. The underlying mission,
visions and values of the organization
entails;
Vision
To make primary health care services
in the center leading, excellent and
continuous development in the
provision of health care services with
effective participation of the
community to achieve high level of
satisfaction.
Mission
The mission is set to achieve health
for the citizens and residence sin the
catchment area and visitors through
comprehensive, fair and widespread
health care. This entail aspects of high
quality, promotive, curative and
rehabilitative services of care through
an inspiring, creative, decent, highly
professional and usage of recent
health technology available.
Values
The underpinning values entail
committing to provide ;
- Justice and equity
- Transparency
- Team work
- Decent attitude
- Continuous excellence
- Honesty
- Pioneering and competiveness
Purpose of this review
Health care organizations globally are
looking for avenues in which they
effectively and effectively work to
meet the vision and mission through
en-calculating the values they have
set. In this assessment, Baldrige offers
an avenue for provision of
organization performance and enable
to achieve sustainable performance. In
this review undertaking Baldrige
review for the hospital is essential.
This will be key in addressing dynamic
process, focusing strategies,
performances, enhancing customer
performance and enabling long term
sustainability of the organization.

Applied framework of criteria for Qateef Central Hospital
Methodology
Working in the Qateef Central Hospital was an essential aspect in undertaking this
assessment. This review based on the based on the Baldrige criteria among the key
defining 7 categories;
● Leadership
● Strategic planning
● Customer and market force
● Measurement, analysis and knowledge management
● Workforce focus
● Process management
● Results
. This review is geared at assessing the overall performance of the hospital and
avenues which could be further improved in this arena.
Criteria Specific terms for assessment Score
Leadership This assessment entail review of senior executives of the hospital
and how the leadership has been dealing with public
80/120

responsibilities and engagement on positive customer practices
based on feedbacks and reviews from the hospital and los staff
reviews in line with mission and vision statements.
- In this assessment the focus entailed how the organization
leadership of the hospital managers and guides the
organization and deals with responsibilities and practices of
good citizenship.
(40 points )
- In terms of public responsibilities, the needs of the
customers, stakeholders and practices the aspects of good
citizenship process.
(40 points)
Strategic
planning
This assessment focused on the organization set strategic
directions and how action plans in the hospital are determined.
The manner in which strategic objectives have been aligned were
focused in thus assessment and how objectives are acted upon.
- Focused was on how the health care organization is offering
strategic development
- How the organization is offering strategic deployment, this
was based on the hospital is offering actionable plans
towards
- The strategic plan for the organization entailed
establishment of a management system which ensures that
services are smooth and flowing effectively in the hospital.
- Despite this there were other underlying issues such as lack
of awareness among all the employees in the care setting
and language barriers among the staff at the hospital
In this assessment both strategy development and deployment
scored of 30 points each.
60/85
Focus on
patients,
customers
and markets
Focused on the organization determination on the requirements
and expectation of patients and enhancing relationships towards
positive patient outcomes.
In this contextual assessment focusing on internal and external
issues of the workforce was concentrated. The internal workforce
entailed employees and demonstrated satisfaction, but they are
65/85

facing are facing limited continuous education opportunities.
Patients are receiving positive satisfaction levels. There are
positive review about the hospital however they lack home visits
and care follow-up by the community health care staff attached to
the hospital
(65 points )
Measuremen
t, analysis
and
knowledge
managemen
t
Focused on the management effectiveness, analysis ad data
improvement in supporting the organizational performance.
The assessment focused on the overall organization ability on
knowledge and management practices and other essential care
services. From this assessment there is evidence of positive
procedures, measures and avenues for care provision purposes
this was fronted by how the organization workforce facilitates care
services to the patient.
Focused on measurement , analysis and improvements-30 points
and information technology and knowledge management scored -
30 points
60/90
Human
resource
focus
This assessed how the hospital aligns itself in supporting the staff
towards developing their full potential and alignment on the
organizational objectives
WORKFORCE ENGAGEMENT
This was assessed on how the workforce is engaged in the hospital
care settings.
HIGH-PERFORMANCE WORK
Aspects such as emergency care services were assessed with an
aim of understanding how the hospital are able to perform high
performance task with ease.
EMPLOYEE EMPOWERMENT:
Aspects in which the employees are empowered in the hospital
setting was assessed and rated.
(60points )
60/85
Process
managemen
t
This aspect was focused on how the production and delivery of
essential process and support to the health care staff in managing
outcome levels.
The focus was geared at assessing how the hospital works and
processes the underlying tasks of care provision. Implementation
of strategies such as employee recruitment , training,
incorporating technology and motivating the employees were
60/85

avenues beign implemented.’
Despite this there is still room for improvement ton aspects such
as hiring of more staff and having efficient management teams’
key in the care provision of services The focus entails on IT
systems, procedures and protocols and support to health care
practitioners.
The score entail work systems design-30 points and work process
management and improvement-30 points
Results An assessment of the hospital performances and improvement in
relevance areas touching on patient quality outcomes, customer
reviews, human resources management, governance, financial
stability and social responsibilities to the community at large.
Further ratings of the organization relative to competitors in the
health care domain
The focus of this aspect was engaged in the overall assessment of
efficiency, implementation of strategies, right mix of employees,
departmental improvement avenues and the need for the hospital
for effective process management system as observed.
(product and service-40 points , customer outomces-35 points ,
financial outomces-30 points, workforce outcomes-35 points,
process effectiveness-40 points leadership outomces-40 points
320/450
705/100
0
CATEGORIES SCORES TOTAL SCORE
Leadership 80 120
Strategic Planning 60 85
Customer And Market
Forces
65 85
Measurement, Analysis
And Knowledge
Management
60 90
Workforce Focus 60 85
Process Management 60 85
Results 320 450
Total 705 Points 1000 Points