Kindred Nursing and Rehabilitation 2016 Baldrige Award Recipient

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 F 19 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 F 19 MBNQA KINDRED

Category 1: Leadership ISE 468 F 19 MBNQA KINDRED

Category 2: Strategic Planning ISE 468 F 19 MBNQA KINDRED

Category 2: Strategic Planning ISE 468 F 19 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 F 19 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 F 19 MBNQA KINDRED

Category 4: Measurement, Analysis, and Knowledge Management -- ISE 468 F 19 MBNQA KINDRED

Category 5: Workforce Focus (4) Workforce Plans (5) Performance Measures (6) Performance Projections ISE 468 F 19 MBNQA KINDRED

Category 6: Operations Focus -- ISE 468 F 19 MBNQA KINDRED

Category 7: Results -- ISE 468 F 19 MBNQA KINDRED