Implementing Quality First Successfully

Name:		Marilyn C. Kennedy
Title:		Executive Director
Organization:		Eskaton Village Carmichael (CCRC)
Location:		Carmichael, CA
Phone:		916-974-2000
E-mail:		marilynk@eskaton.org

Describe the process of getting your Board's support for QF.
I believe it was fairly straightforward. It was brought to the Board and they approved it, completed the Self-Study and signed on. Each Eskaton community/program has an enlarged (poster size) framed copy of the Quality First Pledge in their lobby.

Have you reviewed the information on the QF Web site?
Yes, the background information and material that could be photocopied and used with staff

Does your organization have a Quality First leader … an individual or committee?
Yes, I am the Quality First leader for Eskaton. I am also Executive Director of Eskaton Village Carmichael.

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
  He is very informed. He, the CEO was responsible for getting the Board involved on the corporation wide level. He has reviewed the self study checklists from Board and Staff.
• MANAGEMENT STAFF
  They completed the AAHSA QF Self-Study. They are informed and many are members of the Sacramento Area Quality First Collaborative that meets are Eskaton Village Carmichael.
• OTHER STAFF
  Staff is in-serviced on Quality First. All Eskaton staff are encouraged to wear an Eskaton designed Quality First Ribbon that has the AAHSA Quality First Logo and the Eskaton Brand Logo. These ribbons are worn on the employees Eskaton name badge.
• GOVERNING BOARD
  They completed the AAHSA QF Self-Study and they are aware of the goals of QF.
• RESIDENTS/CLIENTS
  We are in the early phases of implementation. Residents are aware of QF. (Largely because of the staff wearing ribbons)

If your organization completed the QF Self-Study, was it helpful?
No, I have looked at it but I am involved in doing other things with Quality first. I plan to go over it at some point.

If your organization completed the QF Providers' Checklist, was it helpful?
Yes, it helps us to look at all areas in greater detail.

Has your organization developed an action plan to focus on improvements in one or more of the Quality First Elements of Quality?
Yes, we are looking at all 10 AAHSA QF Elements but are focusing on workforce retention. It is part of our critical success factors. We are tracking it and exploring different ways to improve turnover and retention rates.

Has QF been beneficial to your organization in improving quality?
Yes, it gives us a framework to work within.

What has been the most beneficial aspect of QF for your organization?
QF ties together all of the elements of quality improvement that we have in place now, (CQI, branding, CARF-CCAC accreditation, corporate compliance, HR programs) and helps us to design new ways to focus on quality. Also It was presented to the staff an anchor to associate with our ongoing efforts to improve quality and the public perception of what we do.

What has been the most challenging aspect of QF for your organization?
Focusing on QF when there are always competing issues that demand time and attention of staff.

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:
  It's a standing agenda item on meeting agendas, staff wears Quality First ribbons, and we incorporate it into resident meetings and plans for improvement
• How have you responded to those who said QF was "something else to do?
  I talk about QF as a "net" or "framework" for all we do to improve quality in our organizations already.

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?

• We have to speak out for quality in a public way; otherwise we become complacent about recognizing all that we do already.
• QF organizes all of our quality efforts under the elements.
• We are always at risk of lawsuits. If anything this shows our desire to do better.

Is your organization implementing any Quality First programs? Which programs are you particularly proud of?
Quality First ribbons for all Eskaton employees.


April 29, 2005