Qf And Phoebe 2010 Rev

The Leadership Map

From Quality First,Through Good to Great,To Achieve Phoebe’s Key Strategic Initiatives

Charting the Course

The Future?

• In the future, there will be two kinds of providers—the excellent and the non-existent.

-- Larry Minnix, CEO

AAHSA

Extinction is not an option!

• The aging services profession’s quality assurance initiative.

• A philosophy of quality.• A framework for earning public trust in

aging services.• A method of planning real programs to

achieve quality results.

“Tangible evidence is required that an organization practices what it preaches in all areas of its activities.”

PriceWaterhouseCoopers

Why Quality First

• Face a doubting public, critical media, and skeptical regulators.

• Prove our value in the continuum.

• Demonstrate our value as not-for-profit providers of care and services.

Quality First’s Principles

1. Continuous quality assurance and improvement

2. Public disclosure and accountability

3. Consumer and family rights

4. Workforce excellence

5. Community involvement

6. Ethical practices

7. Financial integrity

Elements of Quality First

1. Commitment: Publicly demonstrate our commitment to the people we serve

2. Governance Accountability: Develop a strategy to improve the management of our organization

3. Leading-edge Care and Services: Identify and implement better ways to improve quality of care and services

Elements of Quality First

4. Community Involvement: Solidify relationships with individuals and organizations in our locality

5. Continuous Quality Improvement: Create procedures to enhance quality on an ongoing basis

6. Human Resources Development: Validate the important role of our staff and ensure their advancement

Elements of Quality First

7. Consumer-Friendly Information: Ensure that the information we provide is clearly understood

8. Consumer Participation: Fulfill the needs of our residents/clients/families by involving them in our organization

9. Research Findings and Education: Reap the rewards of increasing knowledge about aging services

Elements of Quality First

10. Public Trust and Consumer Confidence: Strengthen the public’s trust of aging services and our organization

Quality First Culture,Quality First Results

• Quality First fosters a healthy corporate culture.• Healthy corporate cultures foster quality collaboration and problem-solving.• Quality collaboration and problem-solving create quality outcomes.• Quality outcomes create employee satisfaction.

• Employee satisfaction creates customer satisfaction.

• Customer satisfaction creates community confidence.

• Community confidence creates increased market share.

• Increased market share creates long term growth and stability.

Quality First Culture,Quality First Results

Quality First Results =Mission Accomplished!

• Long term growth and stability fulfills original founders’ vision and mission.

• Quality continues Phoebe’s Legacy of Care.

We must lead with quality

• Quality in our financial dealings• Quality in our ethical standards• Quality in accountability for our actions• Quality in using technology• Quality in developing a caring workforce• Quality in demonstrating good citizenship• Quality in straightforward communications• Quality in the way we respect consumers

Extinction is not an option.

“Excellence is never an accident; it is the result of high intention, sincere effort, intelligent direction, skillful execution, and the vision to see obstacles as opportunities.”

H.J. Brown, Jr.

From Quality Firstto Good to Great!

• A philosophy of leadership• A style of management• A method of analysis• A deployment of teams• A means of organizational

transformation• A foundation for enduring quality

TeamWork

• What does G2G mean to Phoebe?

• What does it mean to you as a team?

• Define the following:* First Who…Then What* Hedgehog* Flywheel v. Doom Loop* Culture of Discipline* Level 5 Leadership

Quality First LeadersPractice G2G Principals

• The means of understanding• The means of responding• The means of planning• The means of improving• The means of sustaining• The means of surviving

Inputs and Outputs of GreatnessInputs of Greatness

By applying G2G frame…

We build the foundation of…

Outputs of Greatness

A Great Organization

Stage 1 Disciplined People

--Level 5 leaders--First who, then what

Delivers superior performance

Stage 2 Disciplined Thought

--Confront the brutal facts--Hedgehog

Makes a Distinctive Impact

Stage 3 Disciplined Action

--Culture of Discipline--Flywheel

Achieves unadulterated excellence

Stage 4 Greatness That Lasts

--Clock building--Preserve the Core, Stimulate Progress

Achieves lasting endurance

Our Leadership Foundation for the Future

*5 KSA’s*Quality

Outcomes

*Great Customer Service

Quality First

Good to Great

Ethics

Integrity

Hedgehog

Leadership/Staff Develop.

Operational Improvement

Institutional Advancement

Financial Performance

Customer Focus

6. HR/ Leadership DevelopmentWorkplace cultureLabor-Mgt processTeam developmentEthical culturePerformance Goals & Objectives program

3. Leading Edge Care/ServicesCenters of ExcellenceAlzheimer's CareRehab svcs.Project teamsOIM process Alliance with CURA & ARAMARK partners

1. CommitmentCommunity EngagementCode of EthicsMission & ValuesFundraising practicesBoard Development

10. Public Trust &Consumer ConfidenceStewardship of org. resourcesCost controlsInvestment Endowed fundsAudit policies

7. Consumer-friendly informationPerson centered care Eden conceptCulture ChangeCustomer Satisfaction Resident rightsWebsite design

Front line supervisor trainingEmployee Satisfaction SurveyGoal oriented evals

5. CQI programs IT SystemsRefining ContinuumQI Awards

2. Governance &Social AccountabilityCorporate ComplianceMedia relationsBranding campaign

Case MixCensusRehab programs

8. Consumer ParticipationIntergenerational programsFamily CouncilsResident Councils

Recruit/RetainBenefits Admin.Tuition Reimb.EE Recognition

9. Research based educationQIPRegulatory ChangesSurvey & Enforcement Process

AdvocacyVolunteer SupportPhoebe InstituteLegislative relationsPANPHA-AAHSAProfessional Org.

Competitive pricing Materials mgt programsMarketingTurnover mgt.

Wellness Programs Spiritual WholenessCommunity educationVolunteer programsHS & College student affiliations

InternshipsCPEScholarships

Tiered care ALF 10. Public Trust &Consumer Confidence

Facility reinvestment projects

End Of Life CareHome/Community Based Services

Better Jobs/Better Care project

Risk Management Workplace SafetyOcc. Health & Safety

Strategic Advisory Councils

Future expansionCampus Repositioning

Area Office on AgingOmbudsman program

Quality First Philosophy + Good To Great Leadership Equals…

Looking Ahead

• Creating Operating Plan for 07

• New Performance Goals 07

Performance Framework 07

• Organization Improvement & Operational Effectiveness

• Clinical Quality Indicators – research-based programs to improve Quality of Care

• Implement clinical pathways• Risk Mgt. Issues• Campus risk assessment

program.• Evaluation of Orthopedic

specialty services. • EMR Plus

• Leadership and Staff Development

• Quality First initiative• Workplace safety program• Frontline supervisor education• Employee satisfaction efforts.• Better Jobs/Better Care

initiative.• Good to Great implementation

at facility and department level.• Individualized leadership

development education program.

Performance Framework 07

• Fiscal Performance

• Census/RUGS/CMI• Pharmacy expansion• Cost control in clinical

and nursing supplies and medication utilization.

• Regulatory updates and impact.

• Campus repositioning projects

• Customer Focus• Defining Hedgehog and

measuring success• Culture change initiatives• Quality of Life programs• Customer Satisfaction

Survey• CURA and ARAMARK

customer satisfaction performance.

Performance Framework 07• Institutional

Advancement• Wyncote transition and

support planning.• Governance & Strategic

Advisory Council roll-out• Community engagement

activities.• Advocacy efforts.• Mktg/PR/Comm. Relations

efforts• Q1st/G2G publicity efforts.

Process—Next Steps• By May 31st , Administrators review Framework

with Dept. Heads.• By May 31st, PSI/Sr. Living VP’s review

Framework with directors.• By June 6th VP, Administrators, Exec. Directors

meet to develop final Framework drafts.• By June 13 & 20th, Sr. Mgt. reviews drafts and

completes final 2007 Performance Objectives.• On June 28th , present 2007 Operating Plan at

Leadership Development.

Extinction is not an option!

The Phoebe Legacyis in our hands!