MSQPC Products and Services used by Baptist Regional Medical Center. MSQPC's Process Activated Training System® (PATS) is a behavioral-based teaching and learning process used to create an environment of continuous learning and cycle-time reduction in delivering better customer service. PATS is an effective learning intervention for organizations to develop a formal on-the-job training system that empowers employees as Subject Matter Experts (SME's) who know best what it takes to do their jobs correctly the first time. Employees "Best Practices" are documented and transformed into training scripts. MSQPC offers detailed assessments of organizations against the seven Baldrige categories. The assessments results provide valuable insight to an organization's strengths and areas for improvement and are vital elements of an organization's strategic planning process. Baptist Regional Medical Center, a client of MSQPC, received the highest level of Quality awarded in the state of Kentucky, "Governor's Gold Quality Award." Baptist Regional Medical Center is the first healthcare facility to receive this award in Kentucky. This award is only awarded to those who strive for excellence and who implement "world-class" quality standards throughout their organization. Created by Governor Paul Patton in 1997, the awards were designed to encourage businesses to improve their competitive advantage through enhanced productivity, customer satisfaction and employee focus while reaching higher financial and business performance goals. This program was modeled after the Malcolm Baldrige National Quality Award, which is a nationwide program established in 1987 to recognize similar efforts in the business arena. The awards are designed to recognize businesses that have best integrated these qualities: * Promoting awareness of productivity and quality * Encouraging continuous improvement * Acting as benchmarks for quality while sharing best practices with other organizations * Developing a culture of excellence that will attract new businesses to the state Baptist Regional Medical Center was awarded the Governor's Gold Quality Award during the fifth annual Commonwealth of Kentucky Quality Awards banquet held at Louisville's Seelbach Hilton Hotel on December 11th 2001. Organizations applying for the award must document significant achievement in seven areas: leadership, strategic planning, customer and market focus, information analysis, human resource development, management and business results. An independent board of examiners evaluates the applications after which teams may visit the applicants to verify or clarify initial application information. Each applicant receives a "feedback" report outlining strengths and opportunities for improvement in their performance management system. In their pursuit of Quality Excellence, Baptist Regional Medical Center's commitment to Quality Excellence is displayed from line staff to leadership. With all staff involved in continuous quality improvement at the facility, it becomes readily apparent that people make the difference in the success of our quality pursuit. With the right people, support from leadership and the buy-in from management, the people make the difference in the quality of patient/customer service.