Performance Measurement Using Mbnqa ( Malcolm Baldridge National Quality Award ) Criteria At Labuang Baji Regional Hospital

Abstract

Background . Improving the quality of healthcare services is a top priority in modern hospital management. MBNQA offers a comprehensive framework for evaluating the performance of healthcare organizations. Aim: This study aims to measure the performance of Labuang Baji Regional Hospital using MBNQA criteria and identify areas that require improvement. Methods : A cross-sectional study was conducted using a mixed-method approach. Data were collected through questionnaires, in-depth interviews, and observations. Quantitative analysis used descriptive statistics and Pearson correlation test, while qualitative analysis used a thematic approach. Results : Labuang Baji Regional Hospital achieved a total score of 801 out of 1000 points (80.10%), placing it at the "Excellent Performance" level. The Leadership (81.67%), Customer Focus (82.35%), and Operations (82.35%) categories showed the strongest performance. Correlation analysis showed a significant relationship between all process categories and the Outcome category, with Leadership (r=0.78, p=0.001) and Customer Focus (r=0.75, p=0.002) having the strongest correlations. Conclusion : RSUD Labuang Baji demonstrated excellent performance in the implementation of integrated quality management. However, areas such as workforce management and strategy implementation still require improvement. The holistic approach in implementing MBNQA criteria has contributed significantly to the hospital's performance excellence.