Achieving the BIG(GER) Aim

Mission Health’s BIG(GER) Aim is to get each patient to the desired outcome, first without harm, also without waste and with an exceptional experience for the patient and family.

Measuring Quality

Tracking patient outcomes, safety, service & satisfaction, and efficiency is an important part of our improvement process. 

View our Quality Scorecards to see how Mission Health System is doing in each area. More information can be found by following the links within the scorecard.

Office of Patient Experience

Hospitals and health systems have become complex and can easily seem overwhelming to maneuver. Mission Hospital’s new Office of Patient Experience has been created to serve as a resource for our patients, families and guests to improve the time they spend here.

The office serves as a contact point for patients, their family, and visitors as they navigate our medical center. This centralized office (located in the main lobby of Memorial campus) was established to help achieve our Big(ger) Aim.

Our mission is to help create a better environment at Mission Hospital for “every patient, every time” by assisting our customers with their needs, responding to inquiries, resolving problems, and bridging language barriers.

We bridge the gap in cases when expectations may not have been met so that patients or visitors feel better and understand how we are seeking to remedy any problem. In doing so, we also seek to help our staff find ways to resolve the patient’s issues.

To contact the office please call 828-213-1210.

Define, Measure, Analyze, Improve, & Control (DMAIC)

Mission Health is on the way to achieving performance excellence through its commitment to train more front-line staff in the use of a systematic improvement framework called DMAIC. 

The acronym stands for: Define, Measure, Analyze, Improve, and Control. The model establishes a rigorous method of quality control and was originally used by major manufacturers to eliminate defects and improve overall standards.

Many teams have been commissioned to improve delivery care processes. These teams are composed of physicians, nurses, ancillary staff, informaticists, department managers, and performance improvement specialists working together to solve problems using the quality framework DMAIC.

Examples of Mission’s multidisciplinary teams include the Emergency Department flow, hospital discharge, tracheostomy and ventilator management, cardiac cath lab handoffs, and transition from IV insulin.

All employees are required to learn about the DMAIC framework through participating in the Quality Essentials course.