Creating a Learning Organization Through the AHCA/NCAL Quality Award Program Demi Haffenreffer, RN, MBA President Haffenreffer & Associates, Inc

Creating a Learning Creating a Learning OrganizationOrganization

Through the AHCA/NCAL Quality Award Through the AHCA/NCAL Quality Award ProgramProgram

Demi Haffenreffer, RN, MBA

PresidentHaffenreffer &

Associates, Inc.www.consultdemi.net

OutlineOutline

Baldrige scoring, key terms & concepts

Elements of a “Learning Organization”

Panel discussionAudience questions

Baldrige Scoring Baldrige Scoring Steps Toward Mature ProcessesSteps Toward Mature Processes

Characterized by activities mostly responsive to immediate needs or problems rather than by processes

Goals are poorly defined

Strategic and Operational Goals

(1) Reacting to Problems (0-25%)


Beginning stages of using operating processes with repeatability, evaluation, improvement, and coordination

Strategy and quantitative goals are being defined


(2) Early Systematic Approaches (30-45%)


Systematic processes in place that are regularly evaluated for improvement

Learning from processes shared Organizational units are coordinated Processes address well defined strategies and goals

(3) Aligned Approaches (50-65%)



Systematic processes in place that are regularly evaluated for change and improvement in collaboration with other affected organizational units

Efficiencies across units sought and achieved through analysis, innovation, and sharing

Processes and measures track progress on key strategic and operational goals

(4) Integrated Approaches (70-100%)


Baldrige ScoringBaldrige Scoring

Process Scoring Guidelines◦ Approach◦ Deployment◦ *Learning*◦ Integration

Results Scoring◦ Levels◦ Trends◦ Comparisons◦ Integration

ApproachApproach

The methods utilized to accomplish a process

The appropriateness of the methods

The effectiveness of your use of the methods

The degree to which the method or approach is repeatable

DeploymentDeployment

How your approach is appliedThe consistency of the

application of your approachHow the approach is utilized by

all work units

LearningLearning

Refinement of your approaches through evaluation and improvement

Breakthrough change to your approach through innovation

Sharing refinements and innovations with other relevant work units

LearningLearning

Refers to new knowledge or skills acquired through evaluation, study, experience & innovation

Directed toward better services & being more responsive, adaptive, innovative & efficient

Two types◦Organizational◦Personal

Organizational LearningOrganizational Learning

Achieved through research & development

Includes evaluation & improvement cycles

Includes ideas and input from workforce, residents, volunteers, & other stakeholders

Includes best-practice sharingIncludes benchmarking

Personal LearningPersonal Learning

Achieved through education, training, & discussion

Includes opportunities for growth & development

Includes building discipline knowledge & retraining

Includes enhancing knowledge of measurements & outcomes

Includes many delivery modes

IntegrationIntegration

Your approach is aligned with your organizational Profile and other Process Items

Your measures, information, and improvement systems are complementary across processes and work units

Your plans, processes, results, analyses, learning, and actions are

harmonized

Elements of Elements of Learning Learning OrganizationOrganizationThere is a purpose

◦Vision and mission◦Core values◦Shared vision

There are systems◦Work systems◦Work processes

There are core competencies◦Based on work processes

Elements of Elements of Learning Learning OrganizationOrganizationThere is team learning and

individual learning◦People feel they’re doing something

that matters◦Every individual is growing at all

levels of the organization & encouraged to share

◦The organization is aware of its knowledge base

Elements of Elements of Learning Learning OrganizationOrganizationThere are skillful discussions

◦Mutual respect◦People feel free to inquire about

each others’ & their own assumptions & biases – few if any sacred cows

There is testing◦Use of theories, methods & tools for

evaluation◦People take risks & no one is killed for making a mistake

Elements of Elements of Learning Learning OrganizationOrganizationThere is knowledge sharing

◦Results are shared across the organization & with all stakeholders

◦Resource buildingThere are results

◦Marketplace sustainability◦Performance advantages◦Workforce satisfaction & motivation to excel

How can the How can the Quality Award Quality Award

Help?Help?

Introducing Our Esteemed Introducing Our Esteemed PanelPanel

ElderWood Senior Care, IncWilliamsville, New York

Panel DiscussionPanel DiscussionRobert Chur, President and CEOMichael Murphy, Executive

Director of SNF OperationsAnna Bozarczuk-Foy, Long Term

Care Administrator ElderWood Health Care @ Wedgewood

Deborah Urbank, Long Term Care Administrator ElderWood Health Care @ Lakewood

Panel Discussion Panel Discussion QuestionsQuestions

Please tell us a little about your organization◦Number of step I, II and III winners◦Year and first facility to start the

quality award process◦What prompted you to begin the

process?

Panel Discussion Panel Discussion QuestionsQuestionsAs two Gold award (step III)

winners, could you briefly describe where you were as a facility when applying for Bronze (step I), Silver (step II), and Gold (step III) – give us a historical view of your journey.

How did the quality award application process assist with the changes you and your organization experienced?

Panel Discussion Panel Discussion QuestionsQuestionsRelated to the “Elements” of a

learning organization I discussed earlier please comment on the following:◦Please describe your learning cycle or

process◦How have you encouraged shared vision?◦How do you share knowledge?◦Please give the audience an example of

“organizational &/or personal” learning within your own organization (new programs, innovations or other)

Panel Discussion Panel Discussion QuestionsQuestionsPlease comment on how the home

office supports the award application process.

Please comment on how the award process has led to marketplace sustainability, performance advantages, employee motivation and the desire to excel.

Do you have any “words of wisdom” to give us – especially for those independent facilities in the audience?

Comments Comments & &

Audience QuestionsAudience Questions

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Creating a Learning Organization Through the AHCA/NCAL Quality Award Program Demi Haffenreffer, RN, MBA President Haffenreffer & Associates, Inc