2010 keep the flywheel turning it’s time to go for the gold mary bostwick baldrige national...

2010

Keep the Flywheel TurningIt’s Time to Go for the Gold

Mary BostwickBaldrige National Quality Program

Jon FrantsvogBenedictine Health System

Ed McMahonGolden Living

2010 ACHA/NCAL Quality SymposiumFebruary 9-10, 2010

Baltimore, MD

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Reference

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Responding to Process Criteria Requirements

HOW?

Approach Deployment Learning Integration

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Approach

SystematicAppropriate

Effective

Reference Pages 31, 59, 69

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Deployment

Work UnitsFacilitiesLocations

LeadershipManagementSupervision

Front line employee


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Learning

Fact based evaluation and improvement cycle

BenchmarkingSharing of ideasAnalysis


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Integration

PlansProcessesMeasures

Resource DecisionsResults and Analysis


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Integration

Reference Page iv

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Responding to Results Items

Levels

Trends

Comparisons

Integration

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Levels

Numerical InformationMeaningful Scale

Reference Page 32, 63, 69

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Trends

Direction and rate of change

Minimum of 3 data points

Time period


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Comparisons

Comparisons

Competitive data

Benchmarks

Reference Pages 33, 69

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Integration

Areas of importance

Valid indicators of future

performance

Harmonized across processes and

work units

Reference Pages 32, 69

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How to Develop the Gold Award Application

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How to Use the Feedback from the

Examination Process

Baldrige National Quality Program

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Keep the Flywheel Turning: It’s Time for Step

III To Go for the Gold

How To Use Examiner Feedback


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What’s In Your Feedback?

Possibly a summation statement

Strengths

OFI’s (Opportunities for Improvement)


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You Asked For It,

You Paid For It,

Why Not Use It!

How To Use Examiner Feedback


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DISCLAIMER: This presentation does not reflect the thoughts or opinions of either myself, my company, my friends, or my dog; don't quote me on that; don't quote me on anything; all rights reserved; you may distribute this presentation freely but you may not make a profit from it; terms are subject to change without notice; illustrations are slightly enlarged to show detail; any resemblance to actual persons, living or dead, is unintentional and purely coincidental; do not remove this disclaimer under penalty of law; hand wash only, tumble dry on low heat; do not bend, fold, mutilate, or spindle; your mileage may vary; no substitutions allowed; for a limited time only; this presentation is void where prohibited, taxed, or otherwise restricted; caveat emptor; presentation is provided as is without any warranties; reader assumes full responsibility; an equal opportunity presentation; no shoes, no shirt, no presentation; quantities are limited while supplies last; if any defects are discovered, do not attempt to edit them yourself, but return to an authorized service center; read at your own risk; parental advisory - explicit lyrics; text may contain explicit materials some readers may find objectionable, parental guidance is advised; keep away from sunlight; keep away from pets and small children; limit one-per-family please; no money down; no purchase necessary; you need not be present to win; some assembly required; batteries not included; instructions are included; action figures sold separately; no preservatives added; slippery when wet; safety goggles may be required during use; sealed for your protection, do not read if safety seal is broken; call before you dig; not liable for damages arising from use or misuse; for external use only; if rash, irritation, redness, or swelling develops, discontinue reading; read only with proper ventilation; avoid extreme temperatures and store in a cool dry place; keep away from open flames; avoid contact with eyes and skin and avoid inhaling fumes; do not puncture, incinerate, or store above 120 degrees Fahrenheit; do not place near a flammable or magnetic source; smoking this presentation could be hazardous to your health; the best safeguard, no salt, MSG, artificial color or flavoring added; if ingested, do not induce vomiting, and if symptoms persist, consult a physician; possible penalties for early withdrawal; offer valid only at participating sites; slightly higher west of the Rockies; allow four to six weeks for delivery; must be 18 to read; disclaimer does not cover misuse, accident, lightning, flood, tornado, tsunami, volcanic eruption, earthquake, hurricanes and other Acts of God, neglect, damage from improper reading, incorrect line voltage, improper or unauthorized reading, broken antenna or marred cabinet, missing or altered serial numbers, electromagnetic radiation from nuclear blasts, sonic boom vibrations, customer adjustments that are not covered in this list, and incidents owing to an airplane crash, ship sinking or taking on water, motor vehicle crashing, dropping the presentation, falling rocks, leaky roof, broken glass, mud slides, forest fire, or projectile (which can include, but not be limited to, arrows, bullets, shot, BB's, shrapnel, lasers, napalm, torpedoes, or emissions of X-rays, Alpha, Beta and Gamma rays, knives, stones, etc.); other restrictions may apply.


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You Know Your Organization!

The Examiners Do Not!!• We Can Only Use Our Best

Understanding

Your feedback may contain information that looks wrong, your feedback may contain information that is wrong!

Although we strive for “perfection,” we do not achieve it in every comment. If Examiners have misread your application or misunderstood your organization on a particular point, don’t discount the whole feedback report.


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Celebrate and Build Upon Your Strengths• Your Strengths Are Where

You Have The Fastest Path to World Class Performance & Competitive Advantage

Share Your Strengths Across Your Organization• They Are a Strong

Foundation For Organizational Learning


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Use Feedback In Your Strategic Planning.

Prioritize Your Opportunities For Improvement – You Can’t Do Everything At Once

Share Your Strengths Across Your Organization• They Are a Strong

Foundation For Organizational Learning


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“What” is not “How”

HowThe term “how” refers to the systems and processes that an

organization uses to accomplish its mission requirements.


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Feedback Is Not:Comprehensive or Prescriptive

Your feedback likely will not cover all criteria, and some areas may be more comprehensive than others. Use the ideas and themes of your feedback to help your entire application.


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We work in LTC, too! (a blessing or a

curse?)• We want you to be a better

organization!• We want you to have a better

application!• We want you to receive an

award!


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Going for the Gold

So what do I have to do now?

Preparing the Application


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2009-2010 Health Care Criteria For Performance Excellence• Read the AHCA

Gold Award Instructions

• Read the current Baldrige criteria

• Understand the criteria –read the glossary and Notes

• Answer the criteria


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When should I begin putting it all together?

• Earn the Silver and use the Silver

• 1-2 year process for most applicants

• Quality as a way of life – not just an application process

• Complete the application 1-3 months in advance of the submission date


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Gold Applicant’s Tasks

• Develop a clear and concise

Organizational Profile

• Provide clear, concise and complete

answers to the approach-deployment-

learning and integration process

questions

• Provide a history of positive results

over several years in clinical, people

and business outcomes

• Do not allow the application to divert

your focus from your business!


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Building the Team

• Application Manager• Project Planner• Category Leaders• Document/data gatherers• Results gatherers• Writers• Editors• Graphics/Computer

speicalists


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Writing the Application

• Single Writer ApproachOne voiceConsistency and clear

linkagesReduces gaps and

redundanciesThe application becomes

the writer’s life


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Writing the Application

• Multiple writers with editorSenior team members

as category leaders and writers

Increases team involvement and commitment

Gaps and redundancies inevitable

Need a Great Editor!


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Helpful Tips

• Refer to the scoring guidelines for language

• Refer to the scoring guidelines for ADLI check

• Refer to the scoring guidelines to gauge your breadth and maturity


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Helpful Tips

• Consider a draft with each criterion in red above each answer

• Keep all drafts and save them Safely

• Consider a “war room” with a wall of categories

• Understand the core value associated with each item

• Go to www.quality.nist.gov/ and read applications on line


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Helpful Tips

• Write your own internal feedback as you go – consider this an assessment process

• Everything counts: grammar, style prose, consistent voice, format, etc.

• Celebrate along the way!• Employ multiple reviewers and

critics• Maintain your Sanity!• Submit the application (On

Time!)

2010 keep the flywheel turning it’s time to go for the gold mary bostwick baldrige national...

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