Monday, November 9, 2015

Quality Improvement Best Practices: Glen Hill Center, Genesis Healthcare

Administrator Marnie Talamona of Glen Hill Center, Genesis Healthcare, a 2014 Gold Award recipient, describes how the Baldrige Performance Excellence Criteria,has assisted her organization in their improvement journey.

Glen Hill Center, Genesis HealthCare, located in Danbury, CT, became involved with the AHCA/NCAL National Quality Award program approximately ten years ago. Our Interdisciplinary team was looking to adopt a quality framework to improve and sustain our results. We wanted to create great leaders and teams to sustain improvements and to motivate employees while improving systems and processes. Those goals led us to investigate the Baldrige criteria. Through the use of the criteria, we began implementing new processes into our day to day operations and we evolved from there.

One specific area Glen Hill was focused on is short term customer satisfaction. Customer satisfaction affects our clinical, financial and patient outcomes. We rely heavily on the recommendation of customers to grow short term business, improve financial results and budget expectations and to meet our strategic plan goals.

Glen Hill set a measurable goal of achieving 90% or more of short term customers recommending Glen Hill to others on our MyInnerview satisfaction survey. We also set a related goal of our financial operating results being above budgeted expectations and our skill mix above 30%. Our strategies to measure our progress included tracking/trending monthly short term customer satisfaction survey results, financial operating results and skilled mix results. This information is brought to our performance improvement committee for action planning, root cause analysis, evaluation and learning.

Strategies the Organization Took to Improve
Glen Hill implemented each category of the Baldrige criteria into our day to day operations. This includes Leadership, Strategic Planning, Customer Focus, Measurement, Analysis and Knowledge Management, Workforce Focus, Operations Focus and Results.   READ MORE.

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