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2017 Arroyo Fresco Community Health Center Case Study

2017 Arroyo Fresco Community Health Center Case Study cover

2017 Arroyo Fresco Community Health Center Case Study
Part One PDF
(Covers, Contents, Eligibility Certification Form, Organization Chart, Page A-1 Award Application Form, Glossary, Organization Profile)

Part Two PDF
(Responses Addressing Criteria Categories 1-6 Items) 

Part Three PDF
(Responses Addressing Criteria Category 7 Results Items)

2017 Arroyo Fresco Community Health Center Feedback Report PDF
Baldrige Excellence Framework (Health Care)

Case study resources illustrate the Baldrige Award application and evaluation process. These resources include

  • a case study, which is a sample Baldrige Award application showing a fictitious organization's responses to the requirements of the Baldrige Excellence Framework
  • a feedback report modeled on the report received by actual Baldrige Award applicants; this feedback report is based on the scorebook produced by a team of Baldrige examiners who evaluated the fictitious application against the Criteria

Case studies show you the format and general content of a Baldrige Award application. However, because the primary purpose of the case study is to provide learning opportunities for Baldrige examiners and others, the case study purposely does not address all Criteria requirements or demonstrate role-model responses in all areas. See the case study scorebook and feedback report to learn how the fictitious organization scored and to see its strengths and opportunities for improvement.

The 2017 Baldrige case study depicts a nonprofit, community health center serving western Arizona from 11 clinics and 4 mobile service vans. Created by volunteer Baldrige alumni examiners Kay Kendall, Joe Muzikowski, and Glenn Bodinson, the fictitious Arroyo Fresco was written to represent community health centers, which were established over the past 50 years in underserved areas in all 50 states. (The case study was reviewed by Baldrige alumni examiners Beth Katzenberg and Steve Bonk.) Fast-growing communities along the U.S.-Mexican border, as well as Native American and retiree populations, are represented in the case study. Barriers to care include lower levels of prevention screening, less efficient and effective detection and management of chronic disease, large incidences of diabetes and diabetes-related mortality, and other chronic health problems, such as asthma, cardiovascular disease, depression, obesity, and substance abuse and other addictive behavior. To address these, Arroyo Fresco has developed core competencies in providing culturally competent, patient-centered care; expertise in the treatment of diseases prevalent within its patient population; and collaborative relationships that increase access to specialty care and other services. “Enabling services” the organization provides its patients include transportation, translation, health education, and home visitation. Arroyo Fresco Community Health Center uses the Baldrige Excellence Framework to guide its strategy, leadership and management systems, knowledge management system, and performance improvement.

The Arroyo Fresco Case Study is based on the 2017–2018 Baldrige Excellence Framework (Health Care).


Baldrige Materials Archive (Previous Case Study Packets)
Applying for the Award



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Created July 5, 2017, Updated June 2, 2021