2023 Awards

Eastern State Hospital (ESH) & Educational Employee’s Supplementary Retirement System of Fairfax County (ERFC)

Thank you to our 2023 award honorees, Eastern State Hospital (ESH) and the Educational Employee’s Supplementary Retirement System of Fairfax County (ERFC). Their dedication to relentless advancement has set a benchmark in delivering superior service to customers, stakeholders, and employees alike. Embracing the improvement journey signifies a critical leadership commitment. By adopting and implementing the Baldrige Criteria for Performance Excellence, both organizations have established a structured approach to their achievements. They serve as exemplary beacons for any entities aspiring to enhance their performance.

ESH is a state government-based, not-for-profit psychiatric hospital located in Williamsburg, Virginia and part of the Commonwealth of Virginia’s Department of Behavior Health and Development Services. They have a well deployed strategic planning process with workforce and leadership involvement. Patient safety is one of five strategic pillars where they recently started using the National Research Institute inpatient customer survey. Implementation of the survey allows ESH to track and trend patient satisfaction data, benchmark performance against other hospitals, and help evaluate the effectiveness of service offerings.

ERFC is the supplemental pension program for the Fairfax County Public Schools Educational Staff. It provides pension benefits and personalized retirement service through three lifecycle phases of customer relationship. They have many role model systems for members communication, senior leader evaluation, a planning process to align resources, and support for workforce actions that support organizational performance. ERFC embeds Lean Six Sigma throughout the organization and uses the practice to drive improvement of daily operations. All improvement methods align with the Baldrige Criteria and allows ERFC to achieve high performance with the agility to rapidly respond to changing customer and market conditions.

Both organizations received recognition at the Progress in Performance Excellence Award level demonstrating implementation of systematic process to guide improvement. They show good results in areas of most significance to their mission.