The AHCA Quality AwardThe AHCA Quality AwardApplication WorkshopApplication WorkshopWednesday, October 10Wednesday, October 10

3:00pm – 5:00pm3:00pm – 5:00pm

http://www.ahca.org/quality/awardinfo.htm

AHCA/NCAL Quality Award

A Brief History

1993: AHCA launches its first Quality Initiative

1996: AHCA/NCAL Quality Award Program initiated – 16 step I applications

1997: Step II awards added

1998: Step III awards added

2004: First Step III Award Recipients

AHCA Quality Award3 Steps to BaldrigeMalcolm Baldrige National Quality Award Program Step I – Organizational Profile

5 Pages Step II – Core Values and Concepts

18 Pages Step III – Health Care Criteria for Performance

Excellence 44 Pages

AHCA Quality AwardBenefits Draw a true picture of your mission, goals &

customer expectations Assess & maximize your facility’s strengths Apply systematic approaches that produce

results Receive customized feedback & solutions to

improve performance – especially in relation to Quality First Principles

AHCA Quality AwardBenefits Increase your performance management Validate & secure links between continuous

improvement, quality & customer satisfaction

What award winners say

“The application process focused the center’s team by providing the pathway & the foundation to identify successes & communicate performance excellence by quantifiable indicators. In the journey to the Step I level, it brought the team together around performance practices & capabilities, & helped us enchance our business plan incorporating our mission statement & stakeholder’s needs. The Step II level has given us the platform to expand our pursuit of excellence, by sharing our best practice models with others & becoming visible leaders in our community.” Ira M. Schoenberger

Senior Adm., Heritage Hall East

What award winners say

“Winning the Step I & Step II AHCA/NCAL Quality Award has been a source of great pride & accomplishment for our entire organization. The application process itself provided outstanding opportunities to examine our focus, processes, & presence in our community. Working together, we benefited greatly from the self-examination process & a focused approach to our customer’s needs & expectations. Our commitment to quality & excellence continues as our focus, & we look forward to the Step III application process.”

Greg DowdySenior VP, Friendship Retirement Community

The Quality Effect

90%

77%

70%

75%

80%

85%

90%

Award No

Satisfaction

Source: Harborside Healthcare – November 2005

The Quality Effect

93%

89%

87%

88%

89%

90%

91%

92%

93%

Award No

Occupancy

Source: Harborside Healthcare – November 2005

The Quality Effect

16,822

10,082

3,000

5,000

7,000

9,000

11,000

13,000

15,000

17,000

Award No

Gross Margin (per bed)

Source: Harborside Healthcare – November 2005 (ytd)

AHCA Quality Award Eligibility Member of AHCA & NCAL No substandard care or immediate jeopardy

on standard or complaint surveys within the last three years

Applicants at Step II & Step III levels must have a 3-year weighted average survey deficiency score that is no higher than 3-year weighted average in their State.

Requirements at Step I

Respond to 20 criteria grouped in six areas:

Basic Description of the Facility Stakeholder Requirements Supplier and Partnering Requirements Competitive Factors Other Factors Important to the Facility Other Measures (including regulatory disqualifier)

How Do We Get There?

Who are our customers and stakeholders? What are their needs? How do we identify them? How do we measure them? How do we act on the measurements? What is the value proposition to the

organization for meeting their needs?

1 - Basic Description of the Facility a. Environment – Urban, etc.

b. Major Health Care Services

c. Mission – How communicated

d. Employee Base – Education

e. Equipment and Technology

f. Regulatory Environment

2 - Stakeholder Requirementsa. Principal Stakeholdersb. Key Resident Requirements

Quality of CareQuality of LifeHow are they differentiated by groupsHow have you gained this understanding

c. Other Stakeholder RequirementsList EVERY stakeholder from 2.a.

3 – Supplier and Partnershipsa. Types and numbers of suppliers

Medical Suppliers, Utilities, Food, Pharmacy, etc

b. The most important type of supplierRelated to mission

c. LimitationsFormulary?

4 – Competitive Factors

a. Position in local market placeNumbers and types of competitors

Relative strengths and weaknesses (briefly)

b. Principal Success FactorsWhat is your product differentiation?

5 – Other Factors

a. Key facility performance measuresMeasurement of customer needs,

organizational goals, turnover?

b. Major strategic challengesProduct differentiation. Find a Strategic challenge. Census,

Contract Labor, Regulatory Compliance are more Tactical challenges

c. Org Structure and key links to company.Staff, department heads, administrator, RVP and Regional

consultants for each discipline.

6 – Other MeasuresContinueda. Quality Improvement

Choose one quality outcome which you successfully improved through a performance improvement initiative

Assess, Plan, Implement, Evaluate – report where you were and what you did

Results – Show quantitative improvement. Explain any glitches. E.g. 4 months improvement, then a spike then return to improvement.

b. For AL only. Same as a, but not necessarily clinical.

c. Specific, personal actions of top leaders

Step 1 Application Getting it Done,

Getting it Right

Step I Success

There are no trick questions! The Step I Award award judging is based

largely on completeness. The applicant who addresses all criteria thoroughly, and specifically according to the criteria, is likely to be successful.

Subjectivity is built in to the judging process. Leave no holes!

Project Team

Project leader who ensures that the outline and eventual application stays on target, both for timeline and content.

Management team and select floor staff provide input.

Strong business writer has to bring together the input of the staff.

A camel is a horse designed by a committee.

Writing the Application

Be thorough, but concise. Pay attention to your space budget for each section.

Plan ahead, outline before writing. Write in complete narrative sentences. Say

enough, say it well, then stop.

Judging and Awards

February 28, 2008 Deadline Spring Summer 2008, two person teams of

examiners, often administrators of former winners evaluate applications. Mostly for thoroughness.

July – Notices of decisions October 2008 AHCA Convention

Work Plan

Start now Review application materials What does each criterion require?

December – January: Develop a plan of attack Decide on Quality Improvement project (6.c) Gather information Farm out information gathering to department heads Strong Outline for each section – space budget

Work Plan

January – early February Write the sections Develop strong draft before 2/28 Solicit guidance as needed, the sooner the better. Check request

Late February Polish Study requirements and submittal instructions Submit

Step I Application Review

0%

5%

10%

15%

20%

25%

Percent

0 1 2 3 4 5 6 7 8+

Number of Criteria Not Met

Percentage of Step 1 Applications by Number of Criteria Not Met

Judging process Results

Step I – Top 8 Problems

6dOther Measures - results of improvement effort (ALF

only) 75%

2c Stakeholder Req. - other requirements/how known 49%

2b Stakeholder Req. - resident requirements/how known 29%

6c Other Measures - Improvement in one clinical indicator 29%

5b Other Factors - major strategic challenges 21%

5a Other Factors - key facility performance measures 20%

3c Supplier/partnering relationships - limitations/requirements 20%

1d Basic Description - employee base 20%

If Successful July

Receive notice August

Plan recognition program Order materials

September Facility implements recognition program Staff event Postcards to referrals and families Letters to medical staff and politicians

October Awards given at Convention

Receiving the Award…Reaping the Benefits

Press Releases

Family Letters

Pins and Plaques

Marketing and Advertising (using the logo)

Community Events and Recognition Events

Laying the groundwork for the next step

Technical Requirements

Due via AHCA website, February 28, 2008 Applicant information and eligibility

certification entered on-line One Microsoft Word document that includes

responses to criteria (5 Page maximum) uploaded into system

1” Margins 12 pt Times Roman Font Original!

Space Budget

Five Page LimitBasic Description of the Facility - 1 Page

Stakeholder Requirements – 1 Page

Supplier and Partnering Relationships ½ Page

Competitive Factors ½ Page

Other Factors Important to the Facility ½ Page

Other Measures 1 Page

Writing the Application

Be very thorough in response to the criteria. Address every section of every criterion.

E.G. 1.d. Facility’s employee base… “Education Levels” Be sure to address every section, so say something about the education level of the staff, not just their licensure.

E.G. 2.c. Mission and how it is communicated. Be sure to say that your mission statement is posted in the lobby. EVEN if you have stated that it is very important to you.

Resources AHCA Quality Award program requirements and application

information (www.AHCA.org or www.NCAL.org)

Baldrige National Quality Program (call 301-975-2036 to order free copy of Health Care Criteria for Performance Excellence booklet or download from www.baldrige.nist.gov)

Books available at www.ahcapublications.org:

Conducting Satisfaction-Based Customer Surveys: A Guidebook for Long Term Care Providers by Vivian Tellis-Nayak, Ph.D.

Continuous Quality Improvement: Using the Regulatory Framework by Barbara Baylis

Developing a Quality Management System: The Foundation for Performance Excellence in Long Term Care by Bernie Dana

Quality Management Integration in Long-Term Care: Guidelines for Excellence by Maryjane Bradley and Nancy Thompson

We look forward to seeing We look forward to seeing your application!your application!