When Sutter Davis Hospital, a US acute care hospital, implemented the Baldrige Health Care Criteria for Performance Excellence as a management framework it first of all identified the Baldrige “Core Competency” Criteria as "a culture of caring.” To ensure understanding and integration, Sutter Davis used Baldrige examiner feedback and asked and received about 400 different answers from staff about what a “culture of caring” meant. Leadership defined what the culture meant and how people...

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14.3.4 Conduct a business excellence assessment.

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