AtlantiCare’s implementation of the Baldrige Performance Excellence Model has notably enhanced its patient outcomes, customer satisfaction, and employee engagement. In recognition of key patient outcomes, AtlantiCare ranked among the top 10% nationally according to the Centers for Medicare and Medicaid Services (CMS), affirming its dedication to exceptional quality and patient-focused care.
From 2007 to 2009, AtlantiCare consistently surpassed the Professional Research Consultants’ (PRC) national 90th percentile benchmarks in multiple areas of customer satisfaction, positioning the organization as a leader in patient experience and service excellence. In 2008, AtlantiCare further cemented its market leadership, becoming the preferred healthcare provider among consumers in its region.
Moreover, the Baldrige framework enabled AtlantiCare to cultivate a highly engaged workforce, achieving employee engagement scores near the 90th percentile nationally. This exceptional commitment to employee satisfaction contributed to substantially lower turnover rates among nurses compared to state averages, demonstrating AtlantiCare’s effective approach to talent retention and professional development.
In addition to these achievements, AtlantiCare has shown remarkable commitment to community healthcare access, providing an impressive 90% of the total free care within its county in 2008. This significant contribution illustrates the organization’s dedication to serving and enhancing the health of its broader community.
AtlantiCare’s outstanding results clearly demonstrate the transformative impact of the Baldrige Performance Excellence Model in driving quality patient care, customer satisfaction, workforce excellence, and community commitment.