The Provider Challenge: Managing Quality Across Multiple and Complex Systems

Reinventing Quality ConferenceBaltimore, MarylandAugust 9-10, 2010

“Improving quality requires a culture change, not just a new diet.” Phillip Crosby

“Not having a common understanding of quality puts more pain into an organization than anything else.” Phillip Crosby

“Quality is such an attractive banner that sometimes we think we can get away with just waving it, without doing the hard work necessary to achieve it.” Miles Maguire

"Quality is not something you install like a new carpet or a set of bookshelves," he would say. "You implant it. Quality is something you work at. It is a learning process.” W.E. Deming

Components of ANCOR Initiative• Leadership commitment• Anchored in values• Nationally recognized structure/framework• Sharing leading practice and resources• Engaged dialogue re: performance excellence• Performance measurement; solid business

practice• Technology applications• Partnerships

Quality Cafés• Partnership with American Society for Quality (ASQ). • Three Quality Cafes engaging participants from more 90

community service organizations across thenation in facilitated discussions around quality.

Core Quality of Life Domains• Emotional well-being• Interpersonal relations• Material well-being; employment• Personal development• Health and wellness• Choice• Full participation• Rights

Sharing Leading Practice and Resources

• Wikipedia format• Service delivery and business practice• Connected Communities

How Do We Know If We Have Quality?

• It Feels Right

• External Evaluations

• Results and/or Outcomes

• Intuition

• Compliance

• Measurable, Objective Data

Benchmarking

Comparative or benchmarking data is necessary to improving organizational performance and business practices.

Benchmarking Initiative• National Hospice and Palliative Care Organization

(NHPCO). • Early adopters• Limited number of performance factors to be built

upon• Currently 52 organizations participating from

41states. this represents 263 operations nationwide serving 58,349 people with disabilities. (24% have accreditation)

• Partnership with UCP and others

Benchmarking Initiative• Direct support workforce focus

---Employee satisfaction---Recruiting and retention performance factors

Technology Applications• Partnership with Coleman Institute, Univ. of

Colorado• NADSP and NCCBH partnership• Applications of technology to improve

performance

Lessons Learned• Started sooner• Imperative of the bully pulpit• More and better communications in framing the initiative

and components• More resources into supporting data collection challenges;

and in building initial wiki; migrating to connected community

• Front-end resources/toolkit for participating organizations to use in communicating with and framing context for management staff; supporting culture change

• Infinite patience—it’s a slow, building process

For additional information on ANCOR’s Performance

Excellence Initiatives, visit our website at www.ancor.orgor contact Kari Amidon at

kamidon@ancor.org703-535-7850 Ext 115