H…ALTH CAR…
SAINT LUKE’S HOSPITAL OF
KANSAS CITY
PRODUCT OR SERVICE:
Comprehensive teaching and referral healthcare organization providing 24-hour coverage in every healthcare discipline.
Largest hospital in Kansas City. Non-profit. Employs 3,185 staff and 500 physicians.
SITUATION ANALYSIS:
Saint Luke’s Hospital (SLH), a not-for-profit comprehensive teaching and referral healthcare organization, is driven by its vision
as “The Best Place to Get Care, The Best Place to Give Care.” Specialized care capabilities for severely ill patients are SLH’s
specialty. Many of its treatment regimens are among the best in the nation.
QUALITY PRACTICES:
SLH uses a continuous-loop model, know as the Performance Improvement Model, to plan, design, measure, assess and
improve the way it delivers healthcare services. Used systemwide, all employees are trained in the model, and process own-
ers and team leaders receive extensive training on its use.
RESULTS:
From 1999 to 2002, SLH’s financial performance has steadily improved. In total margin and operating margin, SLH current-
ly ranks among the top 5% of the nation’s hospitals. Also, Saint Luke’s quality practices are paying off in client satisfac-
tion. The 2002 Consumer’s Checkbook (a consumer education organization) ranked SLH 35th in the nation, out of 4,500 hos-
pitals evaluated.
CAS… ST U DY H . 2