This category examines how your organization engages its patients and stakeholders for long-term marketplace success. This engagement strategy includes how your organization listens to the voice of its customers (your patients and stakeholders), builds customer relationships, and uses customer information to improve and identify opportunities for innovation. How do you identify patient, stakeholder, and market requirements for service offerings? How do you build and manage relationships with patients and stakeholders to meet their requirements and exceed their expectations at each stage of their relationship with you?

This category examines how your organization selects, gathers, analyzes, manages, and improves its data, information, and knowledge assets and how it manages its information technology. It also examines how your organization uses review findings to improve its performance.

What are your key organizational performance measures?

How do you use these data and information to support organizational decision making and innovation?

This category examines your ability to assess workforce capability and capacity needs and to build a workforce environment conducive to high performance. This category examines how your organization engages, manages, and develops your workforce to utilize its full potential in alignment with your organization’s overall mission, strategy, and action plans.

How do you assess your workforce capability and capacity needs, including skills, competencies, and staffing levels?

How do you address workplace environmental factors to ensure and improve workplace health, safety, and security?

This category examines how your organization designs, manages, and improves its work systems and work processes to deliver patient and stakeholder value and achieve organizational success and sustainability. Also examined is your readiness for emergencies.

How do you design and innovate your work processes to meet all the key requirements?

How do you improve your work processes to improve healthcare outcomes, to achieve better performance, to reduce variability, and to improve healthcare service.