Quality management in healthcare organizations: Empirical evidence from the baldrige data

Abstract

The purpose of this paper is to investigate the determinants of customer satisfaction and quality results in the healthcare industry using the Baldrige data. We use publicly available data on quality assessment of healthcare organizations that applied for the Baldrige award to examine two research questions: 1) whether the Baldrige model is a reliable and valid model for assessment of quality practices in healthcare organizations, and 2) to determine the relationship between quality practices and their impact on quality results in the healthcare organizations. Using structural equation modeling, the findings suggest that the Baldrige model is a valid and reliable quality assessment model for healthcare organizations. Consistent with previous studies, the findings suggest that the main driver of the system is leadership, which has a significant effect on all quality practices in the healthcare industry. Controlling for the applicants’ year, the findings indicate that 1) Information analysis and knowledge management has a significant impact on Quality results, 2) Workforce development and human resource management has a significant impact on both Customer focus and satisfaction and Quality results, and 3) Strategic planning for quality has a significant impact on Customer focus and satisfaction. The study provides insights and suggestions for healthcare organizations on how to improve their quality systems using the Baldrige model.