Creating a Learning Organization Through the AHCA/NCAL Quality Award Program

1. Creating a Learning OrganizationThrough the AHCA/NCAL Quality Award Program Demi Haffenreffer, RN, MBA President Haffenreffer & Associates, Inc. www.consultdemi.net

2. Outline • Baldrige scoring, key terms & concepts • Elements of a “Learning Organization” • Panel discussion • Audience questions

3. 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%)

4. 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

5. 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%)

6. 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

7. Baldrige Scoring • Process Scoring Guidelines • Approach • Deployment • *Learning* • Integration • Results Scoring • Levels • Trends • Comparisons • Integration

8. 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

9. Deployment • How your approach is applied • The consistency of the application of your approach • How the approach is utilized by all work units

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. How can the Quality Award Help?

20. Introducing Our Esteemed Panel ElderWood Senior Care, Inc Williamsville, New York

21. 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

22. 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?

23. 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?

24. 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)

25. 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?

26. Comments & Audience Questions

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