CapStar Health System Case Study

Organizational Profile

This category is a snapshot of the organization, the key influences that affect how it operates, and the key challenges that it faces.

-         Briefly describe the organization, including its services; its size; its geographic community; its key patient or customer groups; the number of patients it services; and its current facilities, equipment, and technology.

-         Briefly describe the organization’s key challenges

Leadership

This category examines how the organizational leaders address values, directions, and performance expectations as well as how focused they are on customers, stakeholders, empowerment, innovation, and learning.  This category also examines how the organization addresses its responsibilities to the public and how it supports the community.

-         Based on the above indicators, describe one to three key strengths of the organization’s leadership.

-         Based on the above indicators, describe one to three areas in which the organization’s leadership can improve.

Strategic Planning

This category examines how the organization develops strategic objectives and action plans and how progress toward the chosen strategic objectives is measured.

-         Based on the above indicators, describe one to three key strengths of the organization’s strategic planning.

-         Based on the above indicators, describe one to three areas of the organization’s strategic planning that can be improved.

Focus on Patients, Other customers, and Markets

This category examines how the organization determines requirements, expectations, and preferences of patients, other customers, and markets.  It also examines how the organization builds relationships with patients and other customers and determines the key factors that lead to their acquisition, satisfaction, loyalty, and retention and to healthcare service expansion.

-         Based on the above indicators, describe one to three key strengths in how the organization focuses on patients, other customers, and markets.

-         Based on the above indicators, describe one to three opportunities that the organization can take to improve how it focuses on patients, customers, and markets.

Measurement, analysis, and Knowledge Management

This category examines how the organization selects, gathers, analyzes, manages, and improves its data, information, and knowledge assets.

-         Based on the above indicators, describe one to three key strengths of the organization’s measurement, analysis, and knowledge management approaches.

-         Based on the above indicators, describe one to three opportunities that the organization can take to improve its measurement, analysis, and knowledge management approaches.

Staff Focus

This category examines how the organization’s work systems and staff learning and motivation enable all staff to develop and utilize their full potential in alignment with the organization’s overall objectives and action plans.  It also examines the organization’s efforts to build and maintain a work environment and a staff support climate conducive to performance excellence and to personal and organizational growth.

-         Based on the above indicators, describe one to three key strengths in how the organization demonstrates staff focus.

-         Based on the above indicators, describe one to three opportunities that the organization can take to improve its staff focus.

Process Management

This category examines the key aspects of the organization’s process management, including key healthcare, business, and other support processes for creating value for patients, other customers, and the organization.  This category encompasses all key processes and all departments and work units.

-         Based on the above indicators, describe one to three key strengths of the organization’s process management.

-         Based on the above indicators, describe one to three opportunities that the organization can take to improve its process management.

Organizational Performance Results

This category examines the organization’s performance and improvement in key areas:  healthcare delivery and outcomes, patient and other customer satisfaction, healthcare services, financial and marketplace performance, staff and work system results, operational performance, and governance and social responsibility.  This area also examines performance levels relative to those of competitors and other organizations providing similar healthcare services.

-         Describe one to three key areas in which the organization demonstrates strong performance, and describe the nature of the data that document these performance areas.

-         Describe one to three areas in which the organization can improve performance and why you selected these performance areas.