1. Performance
Excellence
(Baldrige) As
A Survival
Strategy
May 2011
Wayne Ferch, FACHE
President and CEO
Why Baldrige?

2. "It is a disgrace to do a
second-class job in
anything…all of our
institutions…shall be
number one."
- A Founder of
Adventist Healthcare, 1877
Our current vision:
“Feather River Hospital
will be a recognized leader
in mission focus, quality
care and fiscal strength.”

3. Feather River
Hospital Profile
Feather River
Hospital
Paradise, CA

4. • Opened in 1950
• 101 Bed Rural Hospital
• Serves a population of 50,000
• 1200 employees, 375 volunteers, 160 medical staff
members
• Extensive Ancillary and Home Care Services
• Hospice House
• Cancer Center and other outpatient services
• Large Rural Health Clinic
Feather River Hospital
Paradise Hospice House

5. Myth #1
You need to have
excellent financial results
to start Baldrige
FRH Net Income 2000-2011
-$3,000,000
-$2,000,000
-$1,000,000
$0
$1,000,000
$2,000,000
$3,000,000
$4,000,000
$5,000,000
2000 2001 2002 2003 2004 2005 2006 2007 2008* 2009 2010

6. Myth #2
Must have extraordinary
leadership
Leadership and Inservice Education
20
120
220
320
2003
2004
2005
2006
2007
2008
2009
2010
Hoursperstaff
FRH-Leadership Baldrige Recipient
Overall 26 examiners

7. Leadership Model
Myth #3
Must have excellent
quality outcomes to start

8. Clinical Outcomes
Heart Failure Care
0%
20%
40%
60%
80%
100%
2004
2005
2006
2007
2008
2009
2010
2011
2012
%Compliance
FRH 90th %ile
Good
Myth #4
Morale and engagement
must be high

9. Hospital Wide Turnover
0%
5%
10%
15%
20%
2003 2004 2005 2006 2007 2008 2009 2010
Percent
FRH Baldrige Winner
CHA Top 25th %tile EMC
Good
0%
5%
10%
15%
2004 2005 2006 2007 2008 2009 2010
Percent
FRH Baldrige Winner
Myth #5
You fill out an application and
you WIN!

10. Applying
Strategic Review
Strategic Planning
Leader Development
Targeting Best Practice
Compass System
PEC & PET’s
Strategic Alignment
Milestones in our Journey for Excellence
Quest / CAPE
Strategic Deployment
Innovation
2000
2011
Myth #6
I don’t have time

11. Myth #6 is TRUE
You MUST make the time or be
content with being average.
Myth #7
We are already good at planning

12. Strategic Planning Process
Myth #8
We KNOW we are good

13. Compass Process
If it is important, MEASURE IT!
Why Baldrige?

14. Thank You!
2008 & 2010 GOLD
Award Winner
2010 Governor’s
Award