Implementing Quality First Successfully

Name:		Laurie Yttri
Title:		Executive Director
Organization:		Vista Del Monte (affiliated with Front Porch)
Location:		Santa Barbara, CA
Phone:		805-687-0793
E-mail:		lyttri@frontporch.net

What was the "spark" that got your organization involved in QF?
There was acknowledgment among our executive leadership that such an initiative was essential. Each local community has been left to their own devices to implement in ways which we suit the community's need. I had previously been working on a grass roots effort with my local colleagues to improve the image of long term care facilities, so the timing of QF was perfect for my efforts.

Have you reviewed the information on the QF Web site?
Yes, it supplemented the great information I had received through my work on the CAHSA board and at educational sessions. It's also a great way to get more reference materials as I am working on new QF projects.

Does your organization have a Quality First leader ... an individual or committee?
A Committee. We have renamed our Quality Assurance Committee to Quality First and are using the members of that committee as the QF experts.

If your organization completed the QF Self-Study, was it helpful?
Yes, it showed discrepancies between our corporate vision and process and our local attitudes among staff and residents.

Has your organization developed an action plan to focus on improvements in one or more of the Quality First Elements of Quality?
Yes, training and staff development. Our organization has just embarked on a corporate wide training initiative which will reach every employee and the objectives are:

• Obtain 100% ownership and commitment from all employees to total customer satisfaction
• Reduce staff turnover by 50%, and empower the front line staff to satisfy complaints
• Create a system to measure and continuously improve both resident and employee satisfaction

Has your organization done anything to get public recognition (with your residents/clients; consumers; policymakers; media) for your Quality First accomplishments?
Yes, we advertised and announced our Excellence in Practice award in the local newspaper, in our own newsletter, at the S.B. Rotary Club meeting, and at the CAHSA Los Padres region meeting.

What has been the most beneficial aspect of QF for your organization?
The linkages we have created between the Covenant, earning accreditation, and being able to advertise a national program—all of which very succinctly educates the consumer about our intentions and goals.

What has been the most challenging aspect of QF for your organization?
Determining ways to get wider recognition of QF and developing clever ways to advertise what we do that links back to QF.

How have you responded to those who said QF was "something else to do"?
I've attempted to demonstrate that it is not an additional task but a way of reframing what we are already doing.


January 27, 2005