Tuesday, December 15, 2015

Quality Excellence Through A Systematic Approach

Everton Spencer
Administrator of Opis Highlands Lake Center of Florida
2015 Gold– Excellence in Quality Award Recipient

As a member of the Opis Senior Services Group, Opis Highlands Lake Center for Post-acute, Rehab and Nursing Care in Lakeland, Florida, has long been recognized as one of the state’s leading senior care providers.

In striving for total excellence, the Center utilizes an integrated process of performance management and continuous quality improvement. As demonstrated by its receipt of the AHCA/NCAL National Gold Quality Award. The process results in measurable value for customers and stakeholders, enhanced organizational and operational effectiveness, improved communications, sustainability and personal learning opportunities.

The journey to winning the Gold Award has been both a satisfying and invaluable learning experience. Begun over four years ago, the process has allowed us to objectively measure our performance against competitors in our marketplace and establish realistic benchmarks for continuous quality improvement.

Building on our successes and learning from untapped opportunities revealed by the National Quality Award assessment process, Opis Highlands Lake was able to make steady progress, advancing from an initial Bronze recognition to our current Gold Quality Award level over that time.

No less important in these efforts, our organization-wide caring mission, vision of revolutionizing health care and life-affirming core values serve as the unshakable foundation on which the Center’s record of achievement rests. Shared by all departments and embraced by team members at all levels, they inform and guide our unwavering quality commitment – whether in clinical services, personal interaction, or quality of life. In fact, they are at the heart of everything we do each and every day and, we believe, make us unique among our peers.

Opis Highlands Lake is truly the “gold standard” in quality senior care and services. In fact, in addition to the AHCA/NCAL National Gold Quality Award, we have also earned the prestigious Florida Governor’s Gold Seal of Excellence Award. Opis Highlands Lake is the only one among 678 centers in the State of Florida to be recognized with both honors in 2015.

The success of these efforts are further reflected in Opis Highlands Lake’s ranking among the nation’s top 100 nursing centers in 2014 by U.S. News & World Report; its 5-star rating by the state of Florida; superior CMS evaluation; and perhaps most important, the 99% overall satisfaction level reported by our customers and families alike.

Having achieved these highest quality standards and experienced the benefits first hand, we would encourage other providers to take up the challenge. While the AHCA/NCAL National Quality Award process can be demanding and the commitment significant, the rewards are great for everyone involved. Moreover, the need to reach the program’s quality goals grows more important with each passing year… for individual long-term care facilities, the healthcare industry and, of course, all those we serve.


Want to achieve and excel at quality performance? Be sure to submit your Quality Award application by 8 pm EST on January 28!

Have questions? Contact the Quality Award staff at qualityaward@ahca.org.

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