To sustain a service-oriented culture, the Mercy Health System (MHS), a US health care system and winner of the 2007 Malcolm Baldrige National Quality Award (Healthcare Sector), launched a culture of excellence (COE) initiative. The COE had four pillars: Quality - Excellence in patient care; Service - Exceptional patient and customer service; Partnering - Best…

BPIR Categories

8.1.1 Leaders develop/manage org culture,vision&values
14.3.3 Implement an org-wide continuous improvemnt program

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