Committed Committed to Qualityto Quality

What is it, and how can it help my What is it, and how can it help my organization?organization?

There are 6 main componentsto Care Provider’s Committed to Quality Program:

• Visionary Leadership• Mission Statement• Customer Satisfaction• Employee Satisfaction• Resident Complaint Process• Continuous Quality Improvement

The 1st component is Visionary Leadership.

This is the easiest component to complete. All you need to do is sign-up with AHCA’s:

Quality First Program

That’s all there is to it!

The 2nd component is your Mission Statement:

• A Mission Statement that has a Quality Focus contained within it.

• A description of how you communicate your Mission Statement to: Staff, Residents, Family members, and other stakeholders.

• Post this information to the CareLink website.

The 3rd component is your Customer Satisfaction Survey:

• Existence of a customer satisfaction survey. Some current required language, soon to be replaced with My InnerView.

• A description of the process for conducting and analyzing the survey at least annually

• Posting of survey results on the CareLink website.

The 4th component is your Employee Satisfaction Survey:

• Existence of an employee satisfaction survey. Some current required language, soon to be replaced with My InnerView.

• A description of the process for conducting and analyzing the survey at least annually

• Posting of survey results on the CareLink website.

The 5th component isRecording and Respondingto Customer Concerns:

• Submit your facility’s structure, policies, and procedure for handling concerns.

• Document that you have dedicated forms for this use, and investigation process, and a monitoring process.

• Posting of your system on the CareLink website .

The 6th component is a Continuous Quality Improvement Structure and Methodology:

• You will need to show that you have a program in place.

• The program needs to include:– Quality Improvement Roles and

responsibilities of facility leaders and support personnel

– Identify key processes and organizational performance standards that are measurable.

Continuous Quality Improvement Structure and Methodology (continued):

• The program needs to include:– A systematic measurement and

monitoring of key processes and outcomes, including quality assurance tools such as checklists

– A method of identifying outcomes that do not meet performance standards

Continuous Quality Improvement Structure and Methodology (continued):

• The program needs to include:– Utilize a well-known methodology

for using data and information to identify the root cause of the process problem and develop a solution

– Implement the process change with appropriate training and procedures to maintain the improvements

Continuous Quality Improvement Structure and Methodology (continued):

• In addition, the facility must submit an example of how it utilized it’s CQI program to achieve quality improvement in one area.

• Post the program on the CareLink website.

That’s it! This is our membership status to-date:% of Members That Have Completed Particular Committed to Quality Components

61.7%

15.8%

46.2%

35.1%

23.7%

4.7%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

VisionaryLeadership

Mission Statement CustomerSatisfaction

EmployeeSatisfaction

Responding toConsumerComplaints

CQI Process

48%

0%

30%

45%43%

23%22%

23%

0%

10%

20%

30%

40%

50%

60%

Region 1 Region 2 Region 3 Region 4 Region 5 Region 6 Region 7 Region 8

Current Member Participation, by REGION, of Members That Have Completed 3 or More Components:

There are many reasons to make

Committed to Quality your quality improvement program. It is focused on

driving improvements that are most valuable to your audiences. It builds

partnerships with your residents and your staff. It holds each and every one of us accountable.

Most importantly, though, Committed to Quality is your commitment to the people you serve. And

what could be more important than that?