Podcasts about baldrige performance excellence program

Ninety-eight percent of patients say feedback is easy to give. Half of them ever see anything come of it. Chris and Reed spend this episode on the half that goes quiet. The prompt came from the Alchemer 2026 Healthcare Experience Report, a vendor study Reed flagged in the TPS report. Its numbers do the setup work. Patients can speak, and about half watch nothing come back. The most useful finding is the one about the people who never responded at all. Roughly half of them said nobody asked. Only about ten percent said they figured it would not matter. The industry has been building campaigns to re-engage patients it never invited. Chris and Reed then push past the vendor data into the instrument the whole industry runs on. HCAHPS launched in 2006 as a standardized public accountability measure, and it does that job. It is also a payment mechanism. A quarter of a hospital's value-based purchasing score comes from it, and CMS withholds two percent of base operating DRG payments into the pool it feeds. When the score moves money, the organization manages the score. Saving one upset patient earns nothing on that scoreboard. Reed draws the line between a rating and a review, then finds the hole underneath both. A system can act on feedback, fix the process for the next patient, and the person who raised it never learns a thing. Healthcare is not built to be visible about its own quality improvement. He also names the unglamorous version of the problem, the intake screen where somebody keys in a fake phone number to advance to the next field, which quietly guarantees nobody can ever reach that patient again. In this episode, Chris and Reed cover: Why the silence after a bad experience is an invitation problem, not an apathy problem The 22-point gap between patients who feel acknowledged and patients who see action How a survey tied to reimbursement ends up managing a score instead of a relationship What Schwab and Apple settled fifteen years ago that healthcare still argues about Why a real-time feedback tool on a short-staffed unit can make things worse Feedback as an early safety signal, and why marketing usually owns the platform it arrives on Acknowledgment is not action. If the only thing that ever comes back to a patient is thanks for your feedback, you closed the ticket and left the loop open. Mentions from the Show: Alchemer, 2026 Healthcare Experience Report (vendor study, disclosed on air): https://www.alchemer.com/resources/e-guide/2026-healthcare-experience-report/ Penn LDI, Surveys of Hospital Patients Evolve to Use Email, Phone and Mail, 2025 (HCAHPS response rates, survey timing): https://ldi.upenn.edu/our-work/research-updates/surveys-of-hospital-patients-evolve-to-use-email-phone-and-mail-and-even-narratives/ Susan Edgman-Levitan, AHRQ CAHPS principal investigator, on response bias, 2025: https://www.patientguidesolutions.com/beyond-the-new-hcahps CMS Hospital Value-Based Purchasing, HCAHPS weighting and the 2% DRG withhold: https://www.cms.gov/medicare/quality/value-based-programs/hospital-value-based-purchasing Becker's Hospital Review, A New HCAHPS Survey for a New Year (Rick Evans, NewYork-Presbyterian e-survey pilot), 2024: https://www.beckershospitalreview.com/patient-experience/a-new-hcahps-survey-for-a-new-year/ The Beryl Institute, Closing the Loop: Using Real-Time Feedback to Improve Patient Experience (Providence Holy Cross): https://theberylinstitute.org/product/closing-the-loop-using-real-time-feedback-to-improve-patient-experience/ Bain & Company, Closing the Loop (Net Promoter System, Charles Schwab and Apple, inner and outer loop): https://www.bain.com/insights/closing-the-loop/ Press Ganey, patient safety and likelihood to recommend (measurement vendor): https://www.pressganey.com/resources/blog/patient-experience-2025-new-trends/ CMS Patient Safety Structural Measures, 2025 (patient and family involvement as one of five components): CONFIRM URL before publish Baldrige Performance Excellence Program, voice of the customer criteria: https://www.nist.gov/baldrige TP68, Yelp or HCAHPS: Which is Better to Measure Patient Experience? (May 2018): https://touchpoint.health/podcast/tp68-yelp-or-hcahps-which-is-better-to-measure-patient-experience/ Unbound Snacks, Chris's recommendation (flavored walnuts): https://www.unboundsnacks.com/ Reed Smith on LinkedIn: https://www.linkedin.com/in/reedtsmith/ Chris Boyer on LinkedIn: https://www.linkedin.com/in/chrisboyer/ Chris Boyer website: http://www.christopherboyer.com/ Chris Boyer on BlueSky: https://bsky.app/profile/chrisboyer.bsky.social Reed Smith on BlueSky: https://bsky.app/profile/reedsmith.bsky.social Learn more about your ad choices. Visit megaphone.fm/adchoices

Joining the podcast is Kenneth Cohen, PhD who is the Founder & CEO of The Synergy Organization.  Over the last 32 years, his firm has distinguished itself as the country's first Evidence-Based Executive Search® and Executive Assessments firm.  During the podcast, Ken shares the findings from their Malcomb Baldrige Award Recipient CEOs' research study. He also discusses why “Revolving Doors” exist in key leadership positions and why it matters. Throughout the podcast Ken reveals how to make accurate hiring decisions and the importance of setting up a system and process to hire super stars the first time. Listen in to learn the 3 questions that Ken has asked thousands of people during his research study. Now here is your host Quint Studer and Kenneth Cohen. About Kenneth R. Cohen, PhDFounder & Chief Executive OfficerThe Synergy Organizationhttp://www.synergyorg.com/ken@synergyorg.com1-866-HIRE-123Kenneth Cohen, PhD is the Founder & CEO of The Synergy Organization.  Over the last 32 years, his firm has distinguished itself as the country's first Evidence-Based Executive Search® and Executive Assessments firm with Evidence-Based Best Practices, including Psychological Testing and the Baldrige Performance Excellence Program standards.  They are recognized for helping progressive healthcare organizations make more accurate and cost-effective decisions in their Executive Search, Executive Selection, and Succession Planning practices, the first time.  Dr. Cohen integrated his special expertise and experiences as a Psychologist along with the proprietary Synergy Screening System®, Baldrige Performance Excellence Program standards, and the findings from Synergy's Leadership Best Practices research studies.  These stop the dangerous “Revolving Door” phenomenon while simplifying the challenging and costly task of hiring extraordinary senior executives and staff.  His exciting pioneering research study with Malcolm Baldrige National Quality Award Recipient CEOs yielded powerful Predictive Analytics that help organizations better define and measure their unique leadership needs, and then identify which individuals are most likely to achieve extraordinary results. Dr. Cohen is proud to serve as the Founding Sponsor of the Harry S. Hertz Leadership Award in close collaboration with the Baldrige Foundation.   He serves as a Board Member for the Mid-Atlantic Alliance for Performance Excellence (MAAPE), the regional Baldrige program serving PA, NJ, DE and parts of MD.  Over the last 32 years, he has published and presented extensively to national, state and regional healthcare organizations including ACHE Congress, American Hospital Association, ASHHRA, Baldrige Quest, and HFMA.  He earned his Masters and PhD as a Psychologist at Temple University.

Bob Fangmeyer, the Director of the Baldrige Performance Excellence Program at the National Institute of Standards and Technology (NIST), returns for this deep dive episode of “Leader Dialogue”. Topics discussed include: Evolution of the Baldrige: This will include Bob s background and stewardship of this national treasure. Comparative results: What the research demonstrates when comparing Baldrige National award winners to their […] The post LEADER DIALOGUE: Evolution of the Baldrige Performance Excellence Program – Deep Dive appeared first on Business RadioX ®.

This week’s guest is Bob Fangmeyer, the Director of the Baldrige Performance Excellence Program at the National Institute of Standards and Technology (NIST). Topics discussed include: Evolution of the Baldrige: This will include Bob s background and stewardship of this national treasure. Comparative results: What the research demonstrates when comparing Baldrige National award winners to their peers regardless of […] The post LEADER DIALOGUE: Evolution of the Baldrige Performance Excellence Program appeared first on Business RadioX ®.

This week on Quality Digest LIVE, we talk about the Baldrige program. Did you know that it’s more than just the Baldrige Award? We talk to Robert Fangmeyer, Director of the Baldrige Performance Excellence Program at the National Institute of Standards and Technology (NIST).

The USC Price Center for Economic Development (CED) welcomes the first Advanced Manufacturing Partnership for Southern California (AMP SoCal) Bi-Annual Meeting. Speakers: David Blanco President, Performance Ascent, Inc. Operational Improvement & Capital Access Chair, AMP SoCal Mike Quindazzi Managing Director, PricewaterhouseCoopers (PwC) David J. Blanco is the President of Performance Ascent, Inc., a California company that supports the mission of assisting aerospace and defense (A&D), and other major industry suppliers to develop supplier competitiveness across the U.S. He is a leader in implementing continuous improvement systems for small- to mid-size business suppliers to help them become significant players in the A&D industry. He is a former member of the Board of Examiners for the Baldrige Performance Excellence Program, former Senior Examiner for the California Awards for Performance Excellence (CAPE), and CAPE Judge, as well as numerous community and civic organization boards. Blanco is also a former founder and Board Officer of the Supplier Excellence Alliance (SEA). Blanco currently serves on the Board of Directors for California’s Baldrige program, co-chairman of the SoCal Aerospace Council – an LAEDC initiative. His education in Business Management includes undergraduate studies at the University of Redlands, and graduate studies at the Peter F. Drucker Graduate School of Management at Claremont University. Mike Quindazzi is Managing Director for the Pacific Southwest region of PwC. He has over 25 years of management consulting and industry experience. He is responsible for growing revenues for a $650M business unit within PwC and developing innovative approaches to solving complex business issues. He is a frequent speaker on PwC's Global Megatrends that influence business, emerging technology and society alike. Recently Quindazzi and his team worked closely with the LAEDC & SDREDC on “The Changing Face of Aerospace in Southern California” report. Quindazzi’s team oversees PwC’s local community service efforts with a focus on youth education. He is active with the LAEDC Board of Governors and the Co-Chair of the Aerospace Council with passion for economic development. Quindazzi holds a BA from Montclair State University where he graduated with highest honors, Summa Cum Laude, and was granted honorary membership from the Phi Kappa Phi Honor.