Transcript The AHCA Quality Award Application Workshop

The AHCA Quality Award
Application Workshop
Wednesday, October 10
3:00pm – 5:00pm
AHCA/NCAL Quality Award
http://www.ahca.org/quality/awardinfo.htm
A Brief History
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1993: AHCA launches its first Quality Initiative
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1996: AHCA/NCAL Quality Award Program initiated –
16 step I applications
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1997: Step II awards added
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1998: Step III awards added
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2004: First Step III Award Recipients
AHCA Quality Award
3 Steps to Baldrige
Malcolm Baldrige National Quality Award Program
 Step I – Organizational Profile
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Step II – Core Values and Concepts
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5 Pages
18 Pages
Step III – Health Care Criteria for Performance
Excellence
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44 Pages
AHCA Quality Award
Benefits
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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 Award
Benefits
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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 Dowdy
Senior VP, Friendship Retirement Community
The Quality Effect
Satisfaction
90%
90%
85%
80%
75%
77%
70%
Award
Source: Harborside Healthcare – November 2005
No
The Quality Effect
Occupancy
93%
92%
93%
91%
90%
89%
89%
88%
87%
Award
Source: Harborside Healthcare – November 2005
No
The Quality Effect
Gross Margin (per bed)
17,000
16,822
15,000
13,000
10,082
11,000
9,000
7,000
5,000
3,000
Award
Source: Harborside Healthcare – November 2005
(ytd)
No
AHCA Quality Award Eligibility
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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
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Respond to 20 criteria grouped in six areas:
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Basic Description of the Facility
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Stakeholder Requirements
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Supplier and Partnering Requirements
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Competitive Factors
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Other Factors Important to the Facility
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Other Measures (including regulatory disqualifier)
How Do We Get There?
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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 Requirements
a. Principal Stakeholders
b. Key Resident Requirements
Quality of Care
Quality of Life
How are they differentiated by groups
How have you gained this understanding
c. Other Stakeholder Requirements
List EVERY stakeholder from 2.a.
3 – Supplier and Partnerships
a. Types and numbers of suppliers
Medical Suppliers, Utilities,
Food, Pharmacy, etc
b. The most important type of supplier
Related to mission
c. Limitations
Formulary?
4 – Competitive Factors
a. Position in local market place
Numbers and types of competitors
Relative strengths and weaknesses (briefly)
b. Principal Success Factors
What is your product differentiation?
5 – Other Factors
a. Key facility performance measures
Measurement of customer needs,
organizational goals, turnover?
b. Major strategic challenges
Product 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 Measures
Continued
a. 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
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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
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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
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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
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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
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Start now
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Review application materials
What does each criterion require?
December – January: Develop a plan of attack
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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
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January – early February
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Write the sections
Develop strong draft before 2/28
Solicit guidance as needed, the sooner the better.
Check request
Late February
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Polish
Study requirements and submittal instructions
Submit
Step I Application Review
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Judging process
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Results
Percentage of Step 1 Applications by Number of
Criteria Not Met
25%
20%
15%
Percent
10%
5%
0%
0
1
2
3
4
5
6
Number of Criteria Not Met
7
8+
Step I – Top 8 Problems
6d
Other 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
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July
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August
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Plan recognition program
Order materials
September
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Receive notice
Facility implements recognition program
Staff event
Postcards to referrals and families
Letters to medical staff and politicians
October
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Awards given at Convention
Receiving the Award…
Reaping the Benefits
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Press Releases
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Family Letters
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Pins and Plaques
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Marketing and Advertising (using the logo)
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Community Events and Recognition Events
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Laying the groundwork for the next step
Technical Requirements
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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 Limit
Basic 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
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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
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AHCA Quality Award program requirements and application
information (www.AHCA.org or www.NCAL.org)
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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)
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Books available at www.ahcapublications.org:
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Conducting Satisfaction-Based Customer Surveys: A Guidebook for
Long Term Care Providers by Vivian Tellis-Nayak, Ph.D.
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Continuous Quality Improvement: Using the Regulatory Framework
by Barbara Baylis
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Developing a Quality Management System: The Foundation for
Performance Excellence in Long Term Care by Bernie Dana
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Quality Management Integration in Long-Term Care: Guidelines for
Excellence by Maryjane Bradley and Nancy Thompson
We look forward to seeing
your application!