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Creating a Learning Organization Through the AHCA/NCAL Quality Award Program. Demi Haffenreffer, RN, MBA President Haffenreffer & Associates, Inc. www.consultdemi.net. Outline. Baldrige scoring, key terms & concepts Elements of a “ Learning Organization” Panel discussion

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Creating a learning organization through the ahca ncal quality award program l.jpg

Creating a Learning OrganizationThrough the AHCA/NCAL Quality Award Program

Demi Haffenreffer, RN, MBA

President

Haffenreffer & Associates, Inc.

www.consultdemi.net


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Outline

  • Baldrige scoring, key terms & concepts

  • Elements of a “Learning Organization”

  • Panel discussion

  • Audience questions


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Strategic and Operational Goals

Baldrige Scoring Steps Toward Mature Processes

  • Characterized by activities mostly responsive to immediate needs or problems rather than by processes

  • Goals are poorly defined

(1) Reacting to Problems (0-25%)


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Strategic and Operational Goals

Baldrige Scoring Steps Toward Mature Processes

(2) Early Systematic Approaches (30-45%)

  • Beginning stages of using operating processes with repeatability, evaluation, improvement, and coordination

  • Strategy and quantitative goals are being defined


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Strategic and Operational Goals

Baldrige Scoring Steps Toward Mature Processes

  • Systematic processes in place that are regularly evaluated for improvement

  • Learning from processes shared

  • Organizational units are coordinated

  • Processes address well defined strategies and goals

(3) Aligned Approaches (50-65%)


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Strategic and Operational Goals

Baldrige Scoring Steps Toward Mature Processes

(4) Integrated Approaches (70-100%)

  • Systematic processes in place that are regularly evaluated for change and improvement in collaboration with other affected organizational units

  • Efficiencies across units sought and achieved through analysis, innovation, and sharing

  • Processes and measures track progress on key strategic and operational goals


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Baldrige Scoring

  • Process Scoring Guidelines

    • Approach

    • Deployment

    • *Learning*

    • Integration

  • Results Scoring

    • Levels

    • Trends

    • Comparisons

    • Integration


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Approach

  • The methods utilized to accomplish a process

  • The appropriateness of the methods

  • The effectiveness of your use of the methods

  • The degree to which the method or approach is repeatable


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Deployment

  • How your approach is applied

  • The consistency of the application of your approach

  • How the approach is utilized by all work units


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Learning

  • Refinement of your approaches through evaluation and improvement

  • Breakthrough change to your approach through innovation

  • Sharing refinements and innovations with other relevant work units


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Learning

  • Refers to new knowledge or skills acquired through evaluation, study, experience & innovation

  • Directed toward better services & being more responsive, adaptive, innovative & efficient

  • Two types

    • Organizational

    • Personal


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Organizational Learning

  • Achieved through research & development

  • Includes evaluation & improvement cycles

  • Includes ideas and input from workforce, residents, volunteers, & other stakeholders

  • Includes best-practice sharing

  • Includes benchmarking


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Personal Learning

  • Achieved through education, training, & discussion

  • Includes opportunities for growth & development

  • Includes building discipline knowledge & retraining

  • Includes enhancing knowledge of measurements & outcomes

  • Includes many delivery modes


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Integration

  • Your approach is aligned with your organizational Profile and other Process Items

  • Your measures, information, and improvement systems are complementary across processes and work units

  • Your plans, processes, results, analyses, learning, and actions are

    harmonized


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Elements of Learning Organization

  • There is a purpose

    • Vision and mission

    • Core values

    • Shared vision

  • There are systems

    • Work systems

    • Work processes

  • There are core competencies

    • Based on work processes


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Elements of Learning Organization

  • There is team learning and individual learning

    • People feel they’re doing something that matters

    • Every individual is growing at all levels of the organization & encouraged to share

    • The organization is aware of its knowledge base


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Elements of Learning Organization

  • There are skillful discussions

    • Mutual respect

    • People feel free to inquire about each others’ & their own assumptions & biases – few if any sacred cows

  • There is testing

    • Use of theories, methods & tools for evaluation

    • People take risks & no one is killed

      for making a mistake


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Elements of Learning Organization

  • There is knowledge sharing

    • Results are shared across the organization & with all stakeholders

    • Resource building

  • There are results

    • Marketplace sustainability

    • Performance advantages

    • Workforce satisfaction & motivation

      to excel


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How can the Quality Award Help?


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Introducing Our Esteemed Panel

ElderWood Senior Care, Inc

Williamsville, New York


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Panel Discussion

  • Robert Chur, President and CEO

  • Michael Murphy, Executive Director of SNF Operations

  • Anna Bozarczuk-Foy, Long Term Care Administrator ElderWood Health Care @ Wedgewood

  • Deborah Urbank, Long Term Care Administrator ElderWood Health Care @ Lakewood


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Panel Discussion Questions

  • Please tell us a little about your organization

    • Number of step I, II and III winners

    • Year and first facility to start the quality award process

    • What prompted you to begin the process?


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Panel Discussion Questions

  • As two Gold award (step III) winners, could you briefly describe where you were as a facility when applying for Bronze (step I), Silver (step II), and Gold (step III) – give us a historical view of your journey.

  • How did the quality award application process assist with the changes you and your organization experienced?


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Panel Discussion Questions

  • Related to the “Elements” of a learning organization I discussed earlier please comment on the following:

    • Please describe your learning cycle or process

    • How have you encouraged shared vision?

    • How do you share knowledge?

    • Please give the audience an example of “organizational &/or personal” learning within your own organization (new programs, innovations or other)


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Panel Discussion Questions

  • Please comment on how the home office supports the award application process.

  • Please comment on how the award process has led to marketplace sustainability, performance advantages, employee motivation and the desire to excel.

  • Do you have any “words of wisdom” to give us – especially for those independent facilities in the audience?


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Comments & Audience Questions



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