Kindred Nursing and Rehabilitation 2016 Baldrige Award Recipient
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Kindred Nursing and Rehabilitation 2016 Baldrige Award Recipient Courtney Ton-Nu & Fernando Piedra
Company Profile Location: rural Idaho, US Size: 92 employees on staff Type of Facility: Nursing Home Awards and Recognitions: Received a 5-star quality (highest) rating from the CMS for seven consecutive years In 2016, Kindred Valley was listed as “one of the best nursing homes” by U.S. News and World Report ISE 468 F19 MBNQA KINDRED
Category 1: Leadership Senior leaders commit to company values: Quality: continuous improvement of services by leadership rounds Dignity: etiquette, common courtesy, professional attitude and appearance Respect: trained in the 8 elements of SEP (Service Excellence Program) Integrity: train force on end of life decisions, maintain Kindred’s Code of Conduct Excellence: strategic planning and goal setting ISE 468 F19 MBNQA KINDRED
Category 1: Leadership ISE 468 F19 MBNQA KINDRED
Category 2: Strategic Planning ISE 468 F19 MBNQA KINDRED
Category 2: Strategic Planning ISE 468 F19 MBNQA KINDRED
Category 3: Customer Focus There are several ways to obtain the voice of the customers (residents, families, and other customers), many of which are ongoing or at least monthly: Email Customer Surveys Kindred Webpage Mail All employees are trained in all 4 areas of the Service Excellence Program. ISE 468 F19 MBNQA KINDRED
Category 3: Customer Focus From former resident surveys (Abaqis), processes are changed: More choices for bathing times included times in the evening Snack bar was made available all day for residents’ convenience More evening BINGO, yoga classes added Yakker Tracker placed due to noise complaints ISE 468 F19 MBNQA KINDRED
Category 4: Measurement, Analysis, and Knowledge Management -- ISE 468 F19 MBNQA KINDRED
Category 5: Workforce Focus (4) Workforce Plans (5) Performance Measures (6) Performance Projections ISE 468 F19 MBNQA KINDRED
Category 6: Operations Focus -- ISE 468 F19 MBNQA KINDRED
Category 7: Results -- ISE 468 F19 MBNQA KINDRED
