Transcript Advancing Excellence Initiative with the Illinois LANE

Telling Our Story:
From Nursing Home in Need to Nursing Home
in the Lead
Alden Wentworth
Rehabilitation & Healthcare
Center




An isolated incident occurred which caused
us to be an IDPH “Special Focused Facility”
Subsequent survey results kept us in a 6
month survey cycle.
Inability to break this cycle
As a result, we were introduced to this
project: The Advancing Excellence Initiative
(AEI), by our management office.

Facility leadership was based on a “dual
relationship” (i.e. Administrator & DON only)
◦ Knowledge was kept between the two of them


Reaction vs. Education
Staff unaware of what was going on (i.e.
POCs)
◦ “Ignorance is bliss”
◦ “Us vs. Them” mentality
◦ Staff wouldn’t communicate with leadership
COMMUNICATION
(LACK THEREOF)

Because there was a breakdown in
communication between management and the
floor staff, resident care suffered.

Continuous turnover in management
(Administration, Nursing, etc.)

Unhappy Staff
◦ Staff had no clue what was going on.
◦ Staff were being reprimanded without knowing
what was “wrong”.
◦ Staff wouldn’t share information for fear of
repercussions from Administration.



This project made us sit down together and
get creative on how to improve.
Attitude Change: we CAN/WILL do better.
Went into the project with our EARS wide
open
◦ Reflected on our strengths and weaknesses while
listening to what others in the field had to say.
In order to end the cycle of being a Special Focus
Facility:

1st: We had to get out of the semi-annual
survey cycle (i.e. no tags above a G level for 2
consecutive surveys).
◦ To do this, AMS coordinated a survey preparation plan
that was implemented immediately.


2nd: The facility management team had to be
stabilized.
3rd: The flow of communication between
managers and floor staff had to open
completely.
STOP, LOOK, & LISTEN








Evaluated ourselves
(Management)
Evaluated our staff
Round table discussions
Stand Up Meetings
Morale boosting
Personalized scheduling
Improved interview process
Continuous Staff Education

REVERSE PERFORMANCE EVALUATIONS
◦ Staff were given the opportunity to do performance
evaluations on their supervisors
◦ Managers learned that staff don’t necessarily see
us the way we see ourselves.
WE NEED TO ACCEPT WHAT STAFF SAYS
ABOUT US

A 3 Star system was utilized for every
employee to establish what their
strengths/weaknesses are.
◦ Dependability/Reliability
◦ Competence
◦ Compassion

Results were discussed with each employee
1:1




Nursing staff were gathered in randomly
selected small groups for round table
discussions with their supervisors.
Nurses decided the topics.
Had fun with it in order to help them feel
comfortable with discussing ideas, concerns,
etc.
Completely opened forum. No repercussions
for topics discussed.


Each morning all staff (on each floor) meet to
discuss what’s going on on the unit and
assure everyone is working together to
provide the necessary care/services to the
residents.
Staff included:
◦ Nurses, CNAs, Activities, Social Services,
Housekeeping, and Management

Topics discussed are reported to the rest of
the Department Managers at morning
meeting and addressed asap.

Employee of the Month

Monthly Attendance Incentives

Wentworth Delighters Program
◦ An employee is honored each month for going above and
beyond the care needs of the residents.
◦ A monthly raffle drawing is done for all employees that had
perfect attendance during the month.
◦ When family members, vendors, and/or other staff
acknowledge an employee for doing an outstanding job,
their compliment is posted for all to see.
Recognition is celebrated by the entire building,
not just that department.


Realized staff have lives outside of work.
“Stuff” happens…so let’s talk about it and
problem solve…TOGETHER!
Conveyed the importance of not calling off of
work. If you need time off, ask. Don’t call off.
If we show our staff we care about them,
they’ll do a better job. In turn, our
residents will get better care!

Peer/Group Interviews
◦ CNAs and Nurses are involved in the interview
process.


Competency Exams
Interview questions changed to have more
value
◦ Formatting received at one of the AE training
sessions.

Outside of the regulatory formal in-services
conducted throughout the year, we also did
the following:
◦ 1:1 learning/training – when we saw staff doing
something incorrectly, we taught them how to do it
properly right away.
◦ Informed staff on what managers’ jobs entail –
Although they already knew who to go to for what,
this helped them to know we are there to support
them.
Survey
Remember we were a SFF???
Issue
2010
2011
# of Complaint
Surveys and Tags
1 Complaint
Survey
2 Tags
3 Complaint
Surveys
1 Tag
# of Annual 2 Annual Surveys
Surveys and Tags
16 Tags (total)
1 Annual Survey
4 Tags
…cleared in April 2011!!!!
 Communication has improved!
The more we share the more is shared by others

Leadership has improved; More
approachable, open-minded, involved, and
understanding.
Staff Quotes
◦ “You don’t even know that there is a better way
to lead (or be led) until you lead (or are led) in a
better way!”
D.O.N.
◦ “The message that’s been sent by our bosses is,
‘whatever works best for us, we should get to
do’.”
C.N.A.


It doesn’t hurt to look at ourselves & own
our behavior
Act on what needs attention
◦ Listen to others:
We don’t have to always come up with the solutions
◦ Trust your staff:
The floor staff really do know what they are
doing. Allow them to participate in the decisionmaking.
Administration can’t do it alone!!!

Meetings proved to have valuable learning
opportunities:
◦ Learned from facilitators
◦ Learned from each other
◦ Broke corporate barriers and talked to each other!

Gave us the opportunity to open our eyes and
see not only where we’re headed, but how far
we’ve come.


Attendance at meetings showed value to the
project and to us as a team.
We were able to offer suggestions to
corporate during the process:
◦ Don’t just communicate with Administrator and/or
DON when requesting a task from all of
management. Meet with all department heads and
explain purpose.

Round Table discussion opportunities for all
departments (Actually requested by the CNAsWe’re listening! )

Evolving Staff Satisfaction Program
◦ Based upon survey results and staff needs


Employee Relations Committee
Expanding staff participation in on-going
Advancing Excellence
A Corporate Position was developed to support
Advancing Excellence in all Alden Facilities
◦ Gives value to what we did
◦ Helps our story to keep evolving
◦ Provides opportunity for spread to our other homes

Advancing Excellence:
www.nhqualitycampaign.org

LANE: [email protected]
www.aldenwentworth.com

Niquitta D. Berry
[email protected]
(773) 487-1200
LANE Leaders: Lee and Enza
The Alden Wentworth Advancing Excellence
Team:
Charlene Hill-Jeon, Administrator
Niquitta D. Berry, Assistant Administrator
Talia Thompson, DON
Tracy Russell, ADON
Lindia Ollie, Scheduling Coordinator
Curtis Harmon, Wound Care Assistant
Antonia Martinez, Environmental Services Director
Jishell Lynch, CNA