Implementing Quality First Successfully

Name:		Colleen Thompson
Title:		Director Quality Assurance
Organization:		Daughters of Israel
Location:		West Orange, NJ
Phone:		973-731-5100x191
E-mail:		cthompson@doigc.org

What was the "spark" that got your organization involved in QF?
We believe that there are a great number of quality facilities throughout the nation, but the reputation of nursing homes, through the media, is less than favorable. We need positive press to gain recognition for what we do. We already utilize a very strong quality improvement program and felt that QF was another way for us to evaluate and improve our organization's performance.

Where/how did you learn about QF?
Our C.E.O. is active in NJANPHA and AAHSA and he brought the materials to the attention of our staff.

Describe the process of getting your Board's support for QF.
We explained to the board what we knew about Quality First. We gave them the Web site and printed literature from the Web site and they voted to "sign on".

Have you reviewed the information on the QF Web site?
If YES, what was helpful?
Yes, it was helpful. It clearly outlined and explained the elements of the Quality First Initiative. The fact sheets provide easy-to-use information to educate staff members. It keeps you informed as to how other agencies are involved with the program and how the program has influenced their facilities.

Does your organization have a Quality First leader … an individual or committee?
We have both an individual and a committee.

If YES, an INDIVIDUAL, what is his/her title in your organization (in addition to being Quality First leader)?
Yes, the leader is the Quality Assurance Director

If YES, a COMMITTEE: What is the name of the committee?
The CQI (Continuous Quality Improvement) Committee

Is this a special Quality First Committee, or did it exist previously?
The CQI committee existed previously. We added the Quality First component to our existing program that meets on a weekly basis to review a scheduled set of data.

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/ADMINISTRATOR: The CEO/Administrator is very involved and is advocate for Quality First, signed the Quality First covenant ,CQI committee chairperson, received the self-study check list and assisted in devising our Quality First Plan.

MANAGEMENT STAFF: The staff is very involved. They serve as members of the CQI committee, leaders for Performance Improvement Teams (PIT). They also received copies of the self-study and assisted in devising our Quality First Plan

OTHER STAFF: Staff members are involved in performance improvement activities and have been educated about QF.

GOVERNING BOARD: The board is kept informed of performance improvement activities, staff and family surveys outcomes. The board receives an annual report which summarizes the facilities performance improvement activities for the year.

If your organization completed the QF Self-Study, was it helpful?
We completed the self-study. It was helpful for us to look at our facility practices and see where we are already meeting components of the Quality First and areas where we need to focus on improvement.

Has your organization developed an action plan to focus on improvements in one or more of the Quality First Elements of Quality?
We are committed to continue our work on all elements of AAHSA's Quality First. An area in which we plan to focus improvements on is to increase our efforts in gaining public trust and consumer confidence.

And what is your plan for these Elements?
We plan to do this by working with our marketing director and making more public our involvement with AAHSA's Quality First Initiative

Has your organization done anything to get public recognition (with your residents/clients; consumers; policymakers; media) for your Quality First accomplishments.
We have posted our commitment to Quality First in the facility. We post and send a mailing to all family members the results of our family satisfaction survey.

Has QF been beneficial to your organization in improving quality?
If YES, how?
Quality First coincides with our Continuous Quality Improvement program and has been beneficial.

Has QF been beneficial to your organization in earning public trust?
If YES, how?
It is difficult to evaluate this area as it is qualitative not quantitative. However, we are maintaining a 98% occupancy rate which does indicate public trust to us.

What has been the most beneficial aspect of QF for your organization?
The most beneficial aspect for our organization has been using the self-study. We are familiar with this type of tool and find it useful in identifying areas for improvement.

What has been the most challenging aspect of QF for your organization?
The most challenging aspects of Quality First has been taking the areas that we are weak in, and turning them into strengths of our facility.

Would you say that you have been able to integrate QF into your ongoing operations, or is it viewed as "something else to do"?
If you INTEGRATE QF, explain how:
Quality First was integrated into our current Continuous Quality Improvement program and fits.

How have you responded to those who said QF was "something else to do?
If you have a quality facility, and you are providing good services, you are most likely already doing most of the elements of the Quality First Program. Therefore, it should not be "something else to do". By becoming part of QF, you can then take credit for what you are already doing, as well as, take steps to improve the areas that were found in need of improvement. Like any other means of Quality Assurance, QF is another tool to be used to work toward the best possible quality of life and quality of care for our residents.

What type of care and/or services does your organization provide?
NURSING HOME

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?
You can't afford NOT to do it. Your liability would in fact be decreased by providing even better care. If you are already providing Quality Care, it would be beneficial to your facility to be recognized for it. We have also learned that there are always opportunities for improvement. This does not mean you are not already running a quality facility. In fact, it is a quality facility that always strives to do better than they already are. We are very proud of our quality improvement efforts and believe that QF is an additional asset to our program.

Is your organization implementing any Quality First programs? Which programs are you particularly proud of?
Our customer service program. We have seen increased satisfaction on our family satisfaction surveys, and have been recognized on the state and national level with awards for our program. Our customer service program meets the Quality First Points of continuous quality Improvement, human resources development and consumer-friendly information.


September 29, 2005