AHCA/NCAL QUALITY SYMPOSIUM

1. AHCA/NCAL QUALITY SYMPOSIUM INSPIRING EXCELLENCE IN LONG TERM CARE

2. A STARTING POINT.UNDERSTANDING THE ORGANIZATION • Friday, February 6, 2009 • 10:15 am – 11:45 am • Presented by: Joanne Ryan, LNHA, BSW, MPA • Vice President of Administration • Bartley Healthcare, Jackson, NJ

3. BALDRIGE NATIONAL QUALITY PROGRAM HEALTH CARE CRITERIA FOR PERFORMANCE EXCELLENCE

4. Make The Baldrige National Quality Program Your Best Friend

5. Order the Health Care Criteria for Performance Excellence Now

6. Learning Objective • Demonstrate how to use the Baldrige Criteria to properly develop an organizational profile.

7. The Organizational Profile • Environment • Relationships • Challenges

8. The Importance of Beginning with Your Organizational Profile • Use it as a starting point • Identify gaps • Used in application review by examiners • Use it as an initial self assessment tool.

9. What is the Organizational ProfileThe Organizational Profile is a snapshot of your organization, the key influences on how you operate, and the key challenges you face.

10. The Organizational Description ● Organizational Environment ● Organizational Relationships

11. Most Important Baldrige Contents When Getting Started • The Notes following each section • The Category and Items Descriptions • The Glossary of Key Terms

12. Learning Objective • Identify the barriers to gathering data and information important for the profile that moves you past guesses and assumptions

13. Major Barriers • Identifying your organization’s key requirements to identify what data you need to look at. • Your organization does not collect data. • Your organization collects data, but, does not measure it. • Your organization collects data, measures it, but never uses it. • Data collection is fragmented among staff

14. Other Barriers • Time constraints • Identifying the team responsible for this data collection and analysis • Inaccurate information

15. Learning Objective • Develop a process to recognize and begin addressing key challenges related to organizational stability

16. Step One • Identify what are the requirements of your key stakeholders?

17. Step Two • Identify the key performance measures you currently have in place to monitor how you are meeting all key stakeholder requirements.

18. Step Three • Identify through analysis of the performance measures your organization’s strengths and weaknesses in meeting key stakeholder requirements.

19. SWOT Analysis • Strengths: attributes of the organization that are helpful to achieving the objective, • Weaknesses: attributes of the organization that are harmful to achieving the objective. • Opportunities: external conditions that are helpful to achieving the objective. • Threats: external conditions which could do damage to the business’s performance.

20. Step Four • Develop an action plan

21. Step Five • Implement Action Plan

22. Step Six • Continuous monitoring of key stakeholder requirements • Continuous monitoring of key performance measures

23. Step Seven • Address opportunities for improvement

24. Mandatory Commitment • TALK THE TALK • WALK THE TALK

25. Baldrige Information Resources: • Baldrige National Quality Program National Institute of Standards and Technology United States Department of Commerce Administration Building, Room A600 100 Bureau Drive, Stop 1020 Gaithersburg, MD 20899-1020

26. Baldrige Information Resourcescontinued • Telephone: 301-975-2036 • Fax: 301-948-3716 • E-mail: nqp@nist.gov • Web site: www.baldrige,nist.gov

27. Contact Information for Joanne Ryan: Bartley Healthcare 175 Bartley Road Jackson, NJ 08527 Telephone: 732-370-4700 Fax: 732-370-8872 E-mail: jryan@bartleyhealthcare.com Website: www.bartleyhealthcare.com