Questionnaire Quality First Helps Beatitudes "Tell Their Story"

Name:		Scott Wynn
Title:		Chief Operating Officer
Organization:		Beatitudes Campus
Location:		Phoenix, AZ
Phone:		602-995-2611
E-mail:		swynn@beatitudescampus.org

What was the "spark" that got your organization involved in QF?
I became interested in Quality First in Baltimore at the AAHSA conference. When Larry started talking about QF and explained that this was where AAHSA was headed, I wanted to jump on board, because it made sense to me. I was searching for a way to report on "quality" to our board of directors, other than the usual reporting of skilled nursing facilities' state survey results and deficiencies along with quality indicators and quality measures. I wanted something different that would allow the campus to report or "tell our story" of the entire campus, not just the skilled nursing facility.

Where/how did you learn about QF?
We learned at AAHSA's conferences. I attended and participated in as many as I could because QF was hard for me to grasp at first. I wanted to be the expert on our campus and a resource for our state association, AzAHA. The QF site was also helpful. We ordered resources which made sense for where we wanted to go as a campus.

Describe the process of getting your Board's support for QF.
First, I showed the video at a regular board meeting. We talked about QF and where it was headed and what it meant to our campus and the profession overall. We distributed the Self-Study and received minimal response, but QF continued to be a topic for all board meetings. QF became a standard part of my monthly written report to the board and in a few short months, we proposed the board endorse the membership agreement and that it be singed by our board chair. Our strategic plan now calls for an annual "quality report" to the board.

Have you reviewed the information on the QF Web site? Was it helpful?
I read many of the resources and we downloaded, ordered or purchased. We used some resources in presentations and distributed others to staff, the board and the legislature.

Does your organization have a Quality First leader? Is it an individual or a committee?
At first, I ran the Quality First program on our campus. Now that we are up and running, this is switching to a team headed up by our Health Care Administrator.

Although I would like to form a new committee in some regards, QF is currently a part of existing committees, so we don't duplicate efforts and time. We have gone through a process of analyzing each of our committees, along with their structure, participation and individual mission statements. Several have changed names and/or focus to include QF in the title, substance and agenda. It has been a very positive experience.

What has been the involvement of each of the following with QF in your organization? Who, for instance, has been informed about QF? Who has completed the Self-Study/Providers' Checklist? Who has reviewed the results of the Self-Study/Checklist? Who has implemented QF?

CEO: The CEO is interested, supportive and wants to see QF continue and grow in our organization. She completed the Self-Study and helped make it important to the Board

ADMINISTRATOR: The administrator completed the Self-Study and is taking on a greater role in implementing QF as the QF leader for the Beatitudes Campus.

MANAGEMENT STAFF: All of us were asked to complete Self-Study. Most of us did and returned it. The results were reviewed and some departments began implementing QF in their daily routines. Other departments were slower in getting started but are now moving forward.

OTHER STAFF: QF was presented in various written formats, discussed at as many "All" staff and regular staff meetings as possible.

RESIDENTS/CLIENTS: The Self-Study was made available to residents through written communications, discussion at town halls, etc. Only 3-4 residents inquired about it or filled out a survey, but that has not stopped our putting it out there.

If your organization completed the QF Self-Study, was it helpful? How was it helpful?
The Self-Study identified issues, but QF implementation was flexible and allows us to do what we wanted to do.

Has your organization developed an action plan to focus on improvements in one or more of the Quality First Elements of Quality? If yes, which elements?
We developed an action plan focused on elements 4,5,6,7,8,9 and 10.

What is your plan for these Elements?
We used third party satisfaction surveys to help develop Consumer friendly information, enhance HR development (employee satisfaction surveys), increase community involvement, promote technology in the "Collage" project and do everything possible to tell our story.

Has your organization done anything to get public recognition (with your residents/clients; consumers; policymakers; media) for your Quality First accomplishments?
We started making presentations on QF to anyone who would listen. We also have what we call the Beatitudes Model, a 30 minute presentation about the campus and its programs, including Quality First.

Has QF been beneficial to your organization in improving quality? If yes, how has it been helpful?
After signing the Covenant, we renamed our quality assurance program to go more down the lines of the 10 QF points or QF elements.

Has QF been beneficial to your organization in earning public trust? If yes, how?
We are more aware of it, so it is easier for everyone to share it. The board, our sponsoring church and others know more about QF, so this builds a higher level or trust and confidence in our organization.

What has been the most beneficial aspect of QF for your organization?
Making the Board of Directors and many of the Staff more aware of what we do and just how well we do it.

What has been the most challenging aspect of QF for your organization?
Gaining an initial understanding of QF. We had to get off the ground, as well as get staff and others to buy in and participate willingly, rather than viewing it as "just another thing to do"

Members have voiced several reasons for not signing the QF Covenant, including: We already run a quality organization; we don't want to expose ourselves to greater liability; we can't afford it; we're too busy. What would you say to encourage these members to sign the QF Covenant?
This is a real opportunity for our profession to rise above the old and misguided impressions the general public hold of what we are and what we do. We need to do a better job of spreading the word on what we do. Our future depends on it and state and federal elected representatives will ultimately judge us on how they perceive our efforts to improve quality. We have a far better chance of changing impressions if we work together, as a "body" of change.

Quality First and the overly regulated industry will not go away. Everyone needs to be on board and a part of the solution, not carry forward the same old perceptions and stereotypes. Please look for reasons QF makes sense, not reasons why it does not.

Is your organization implementing any Quality First programs? Which programs are you particularly proud of?
Our positive Impact team, changed its name from "The retention team" and works with data from our satisfaction surveys (resident and employee) to improve the quality of services we provide. Satisfaction surveys help us identify needs and communicate progress to all stakeholders; residents, families, employees and the community.