YOUNITE 7611 State Line Rd | Kansas City, MO 64114 | (816) 444-0900
GUIDEBOOK
TABLE OF CONTENTS Purpose & Philosophy .......................................................... 05 Overview ............................................................................ 09 Implementation/Pre-Roll Out ............................................... 13 Expectations ...................................................................... 23 Outcomes .......................................................................... 29 Recognition ........................................................................ 33 Conclusion ......................................................................... 37 Resident Choice ................................................................. 41 Community Involvment ........................................................ 45 Staff Appreciation ............................................................... 49 Homelike Enviorment .......................................................... 53 The Dining Experience ........................................................ 59 Action Plan ......................................................................... 63 YOUNITE Process Sheet ..................................................... 67
PURPOSE&PHILOSOPHY
PURPOSE&PHILOSOPHY To create a series of systems and practices aimed toward enhancing the customer experience through increased resident choice, staff appreciation, and community involvement.
PAGE 5
As our customer’s needs and desires continue to evolve, so too does our need to make changes within our service delivery models to meet these needs. As providers of senior living and healthcare, it is our responsibility to understand and predict the nature of these changes and to prepare ourselves to exceed the expectations of our customers. In response to this premise, Tutera Senior Living and Health Care has created a unique way of interacting with our customers that is called YOUNITE. Within the word YOUNITE, the term “You” refers to the primary motivation of our actions. The term “Unite” refers to the interaction and coming together of several factors to create a comprehensive positive outcome for our residents. Combining the terms “You” and “Unite” represents the unification of the individual and their surroundings that affect their overall well-being and sense of satisfaction. The purpose of YOUNITE is two-fold; first, it is the intent of YOUNITE to establish the resident as an individual who is at the core of our decision-making. Second, YOUNITE intends to recognize the contributions of our staff, our families, our environment, and our communitys as key components to the establishment of the individuality of our residents. Success of YOUNITE is therefore measured by each Facility or Communities’ ability to create change consistent with the “spirit” of Person Center Care, as it is defined above. The philosophy of YOUNITE centers on autonomy and choice. It requires us to redefine what is possible in terms of the provision of individualized care. YOUNITE questions historical ways in which care has been provided and challenges us to adopt innovative ways to individualize care. YOUNITE seeks to unify key components of our resident’s lives to include their family and loved ones, the staff with which they come into contact, their home, and the local community in which they live. YOUNITE is the process of bringing together each of these important concepts to enhance the overall well-being of our residents. PAGE 6
OVERVIEW
OVERVIEW YOUNITE has been designed to allow for each Facility and Community within the organization to implement aspects of the process that are personally meaningful to them. To do so, each Facility or Community will seek input from their staff, their residents, and their families to ensure that their actions are consistent with the wishes of their specific customers.
For YOUNITE to successfully and consistently be implemented, we must adhere to the following: 1.
Communities must have the autonomy to choose and implement strategies that are personally meaningful to them, based on feedback from their specific customer (residents, families, employees and local communities).
2.
Facilities/Communities
must
be
provided
ideas
and
concepts that adhere to the overall philosophy of YOUNITE but shall be given autonomy as it relates to the method and means by which results are realized. 3.
Facilities/Communities
shall
establish
a
process
of
continuous feedback outlining the needs and expectations of their customers. 4.
Facilities/Communities shall be focused on meeting the intent of YOUNITE and will be provided the opportunity to explain the ways in which meeting this intent has occurred.
5.
Facilities/Communities
shall
be
recognized
for
their
commitment to YOUNITE in ways in which all employees can experience this recognition.
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IMPLEMENTATION& PRE-ROLL OUT
IMPLEMENTATION& PRE-ROLL OUT
PAGE 13
Overall implementation of YOUNITE will be accomplished via the train-the-trainer methodology.
Initially, training will be conducted for all Facilities/Communities’ administrative staff in order to describe the nature and philosophy of YOUNITE. It is expected that the Facility Administrator/ Executive Director oversee and champion YOUNITE as part of their ongoing daily operation of their Facility/Community. Following the initial training, Regional staff will collaborate with YOUNITE Ambassador to foster commitment and leadership and facilitate ongoing education.
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IN ANTICIPATION ... of YOUNITE roll out, each Facility/Community shall identify a committee that will administratively oversee YOUNITE within each location.
Prior to program roll-out, each participant Facility/Community shall receive a YOUNITE Welcome Packet. In the packet you will find: 1.
A YOUNITE ACHIEVEMENT PLAQUE – This plaque will be displayed in a visible place in each Facility/Community such as the lobby or entry area. The plaque will be a physical representation of the achievements made by that Facility/Community toward their overall goals.
2.
A YOUNITE RETRACTABLE BANNER – Each Facility/Community shall receive a banner with the YOUNITE logo to display in a visible place within the Facility or Community. At the initial YOUNITE roll out, Facility/Community staff will be asked to sign the banner indicating their commitment to YOUNITE and its principals (a sharpie pen should be used to ensure signatures are visible).
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As mentioned previously, YOUNITE is a process of interacting with our customers. It is important to identify some parameters with respect to who our customers are, as well as what types of actions are consistent with YOUNITE philosophy. YOUNITE has identified 5 Categories believed to have the greatest impact on our customers. Within each of the 5 Categories, YOUNITE has identified Concepts. A Concept is another name for example. See Attachment A for a listing of various Concepts contained within each category.
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RESIDENT
COMMUNITY
CHOICE
INVOLVEMENT
CATEGORIES
A
This Category refers to
This Category refers to
all activities that relate
all activities that create
to the identification of
synergy between our
the residents’ right to
Facility/Community and
choose and to have
the local community
those choices honored
within which the property
to the extent possible.
is located. This Category
In this Category, staff
further seeks to place the
are encouraged to seek
Facility/Community in the
out creative ways in
larger context of the local
which resident’s needs
community as a valuable
are individually met
contributor and vital
and existing “rules”
component of the area.
and “schedules” are secondary to the wishes of our residents.
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STAFF
HOMELIKE
THE DINING
APPRECIATION
ENVIRONMENT
EXPERIENCE
This Category refers
This Category consists
This Category refers
to activities that seek
of activities that seek
to certain policies and
to understand what
to “de-institutionalize�
programs designed to
motivates our staff to
the Facility/Community,
enhance the overall
exceed the expectations
while also maintaining
dining experience and
of our customers and
safety and resident
satisfaction for our
to reinforce those
comfort. Further, this
residents. This Category
motivations for ongoing
category seeks to
promotes the approved
success. This Category
identify ways in which
Tutera Dining standards,
further seeks to
the Facility/Community
but goes beyond those
identify ways in which
can incorporate
standards to identify
Facility/Community
environmental
specific resident wants
administration can help
adaptations to enhance
and needs.
our staff experience value
the resident experience.
for the important and difficult work they do every day.
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EXPECTATIONS
EXPECTATIONS It is important to set clear expectations for the ongoing focus and implementation of YOUNITE.
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The following are a set of expectations for each Facility/Community:
1.
Each Facility/Community shall participate in the active and on-going implementation of YOUNITE, based on feedback provided by our customers.
2.
Each Facility/Community shall review the list of Concept Suggestions within each Category (See Attachment A) and select items of their choice for implementation.
3.
Ultimately, each Facility/Community shall focus on implementation of all aspects of YOUNITE, including each of the 5 Categories. Any Facility/Community that can successfully demonstrate implementation and consistent follow through with five (5) Concepts within a given Category shall be considered to have successfully completed that specific Category and shall receive recognition of such (see YOUNITE recognition section within this guidebook). A. Completion of a Category is based only on the
implementation of new Concepts within that Category. The
intent of YOUNITE is to move beyond existing procedures into
new and creative ideas for our residents.
B. Each of the five Concepts within a given Category must
be in place concurrently in order for the Category to be
considered completed. The idea here is to ensure that what we
implement as part of the YOUNITE truly becomes a way we
provide care now and ongoing.
C. Concepts within a Category must be in place for a minimum
of 30 days and show evidence that a system is in place to
maintain ongoing participation of that Concept.
D. Evidence must be in place that the Concept is meeting the
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intent and spirit of YOUNITE.
4.
Upon identification of the concept the Ambassador intends to address within YOUNITE, the committee will initiate a plan that will include input from residents, families, and other interested parties within the Facility/Community.
5.
Action plans will be followed up as per existing Quality Assurance action plan follow-up procedures. YOUNITE concepts will be followed up at Quarterly Regional meetings.
6.
Each Facility/Community shall submit to the company newsletter “Best Practices” or other ideas about successful implementation of YOUNITE.
7.
Regional Team members shall, upon site visits to the Facility/ Community, review YOUNITE progress. The purpose of this review is to provide additional support and encouragement toward better understanding and implementation of YOUNITE. Feedback from Regional teams shall be positive in nature and shall assist in the focus of better identification of customer need, timelier follow up, or more accurate measurement of the progress made toward identified goals. Review of YOUNITE should include at a minimum discussion of the following points: A. How can we be sure what we are doing is consistent with
resident’s/employees wants and needs?
B. How can we show we have received input from the customers
to include our staff, residents, families, and other interested
parties? C. How can we be sure our residents/employees experience the
positive benefits of our interventions?
D. How are we sharing the results of our positive interventions
with all interested parties?
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OUTCOMES
OUTCOMES As stated previously, YOUNITE differs from other aspects of our operations in that outcomes are more subjective in nature and based on fulfilling the intent and spirit of Person-Centered Care. Evidence that there has been successful progress toward a goal can, and will, be proven in a variety of ways, including narratives from Facility staff, resident, or staff interviews, Pinnacle Customer Service scores, or other yet to be identified means. It will be at the discretion of the Regional Team to determine if in fact the Facility/Community is truly meeting its goals within the spirit and intent of PersonCentered Care. Regional Team feedback, as well as notification of achievement of goals within YOUNITE shall be frequently made public to all interested customers.
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RECOGNITION
RECOGNITION YOUNITE is intended to be self-motivating, Facility-specific, and interactive. It is important to celebrate our successes as we move toward Person-Centered Care through YOUNITE. As stated, the ultimate goal of YOUNITE is for each Facility/Community to implement processes within the spirit and intent of Person-Centered Care. Once accomplished, our primary source of recognition is the YOUNITE Achievement Plaque (see Attachment D). Consistent with the five Categories identified in YOUNITE, the YOUNITE logo also is characterized by five separate components. The YOUNITE Achievement Plaque is designed such that pieces are added to the plaque to create the totality of the YOUNITE logo. As Facilities/Communities complete a specific Category as described above, the Facility/Community will be rewarded with a corresponding piece of the logo which will be affixed to the plaque. True and lasting implementation of YOUNITE is believed to have occurred once the entire logo is earned on the YOUNITE Achievement Plaque.
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In addition to recognition identified on the Achievement Plaque, YOUNITE provides opportunities to recognize the entire staff for movement toward Person-Centered Care. Consistent with central themes associated with YOUNITE, Facilities/Communities shall be given the choice of several forms of recognition based on what is specifically meaningful to them. As part of the company’s online store, groupings of prize options will be identified. Prize options increase in value as Facilities/Communities progress through the various states of YOUNITE. To review Category completion prize options, log on to the company store at www.co-store.com/tutera. Click on YOUNITE to review available prizes within each tier. To order, simply select the desired prize, specify quantity in the notes section and submit the order. Please consult your Regional Marketing Coordinator for any questions regarding this process.
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CONCLUSION
CONCLUSION As stated, YOUNITE is intended to unify the people who work together every day to create a meaningful and comfortable lifestyle for our residents. YOUNITE recognizes the simple fact that no one is more knowledgeable about the specific needs of each of our residents, employees, and local communities than those that live and work there. YOUNITE empowers each Facility and each Community to meet the needs of our residents in the ways that are specifically meaningful to them. Success of YOUNITE is dependent upon the passionate evaluation of what is important and the collaborative nature of how we make that a reality for our residents, their families, and our employees.
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WE ENCOURAGE YOU ALL TO
RESIDENTCHOICE
RESIDENTCHOICE
This category refers to all the activities that relate to promotion of resident choice, individuality, and autonomy. (Choose any five of the bullet point items
(C oncepts)
to complete the category.)
Develop a process for recognizing and promoting individualized resident celebration. •
Celebrates residents’ individual birthdays rather than, or in addition to, celebrating resident birthdays in a group each month.
•
Coordinate birthday, anniversary, or other person celebration activities to include resident’s family and friends, providing room within the facility for this to occur.
•
Develop system of identification of specific holiday preferences for all residents and arrange for recognition and celebration of those for all interested residents.
•
Allow residents to plan holiday or special event celebrations.
Develop a system to meet the spiritual needs of all residents. •
Arrange for spiritual leader availability for all residents based on their individual beliefs and preferences.
•
Provide group spiritual time or worship time in accordance with all belief systems.
•
Maintain spiritual materials in various mediums in the facility for use by residents and/ or their families.
Provide methods of recognition of the death and dying experience to meet the needs of all residents. •
Arrange for someone to be with a dying resident at all times (unless they prefer to be alone) — family, friends, volunteers, or staff.
•
Provide a private place for resident and family to be together through the dying process.
•
Memorials/remembrances are held for individual residents upon death to allow other residents to participate. Family members may or may not be included.
•
Engage Hospice to be involved in the resident dying process in sufficient time such that the resident and family can benefit from the experience.
Develop a system to provide individualized experiences in relation to activities of daily living. •
Waking times/bedtimes chosen by residents.
•
Ensure any items necessary to accommodate individual sleep schedules are available such as late-night snacks, reading materials, television access, and early breakfast foods.
•
Provide residents the opportunity to choose preferred time of day for bathing and the method by which bathing occurs (tub, shower, etc.)
•
Allow residents to choose clothing to be worn each day. Honor preferences as much as dignity issues will allow.
Develop a process for input and feedback regarding resident needs and preferences. •
Conduct resident and family interviews at time of admission as well as additional interviews to set up initial resident care plan.
•
Conduct 72-hour meeting for all new admissions. Use this meeting to gain as much information as possible on the resident’s routines, preferences, etc,. if that information has not already been received.
•
Employ a system where by residents and families participate in Care Plan Meetings.
•
Arrange Family Council Meetings to encourage feedback from families.
•
Implement a system to respond to family concerns.
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COMMUNITYINVOLVEMENT
COMMUNITY INVOLVEMENT This category refers to all activities that create synergy between the facility & the community within the facility is located. This category further seeks to place the facility in the larger context of the community as a contributor & vital entity. (Choose any five of the bullet point items to complete the category.)
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(C oncepts)
•
Develop formal volunteer program that includes recognition for volunteers. (Reference LTC)
•
Facility has café/restaurant/tavern/canteen available to residents, families, and visitors at which residents and family can purchase food and drinks daily.
•
Facility has special dining room available for family use/gatherings which excludes regular dining areas.
•
Kitchenette or kitchen area with at least a refrigerator and stove and where cooking and baking are welcomed is available to families, residents, and staff.
• •
Develop a process for notification to the community on ongoing facility events. • Development of Monthly Facility Newsletter and a mechanism for distribution that includes key locations within the community. • Develop a comprehensive advertising program to include print, radio, and potential television mediums. Community periodically submits “Best Practice” information to for the corporate newsletter.
•
Develop intergenerational activities as part of overall Activity Program.
• Development of a Youth Volunteer Program.
• Coordinate with local schools to arrange for holiday or other programs to be
•
held at the facility. • Develop an Adopt-A-Resident Pen Pal Program, coordinate with local schools. • Coordinate with local high schools to have band or orchestra programs at the facility. • Coordinate with high school drama teacher to have plays or skits performed at the facility. • Regularly scheduled intergenerational program in which children customarily interact with residents at least once a week. Conduct community meetings at the facility. Actively seek out local groups that may require meeting space, especially those that would welcome residents to attend (at least 1-2 per month).
•
Offer facility as a community election polling place.
•
Develop an annual festival based on a relevant community theme to be held at the facility (at least one time per year).
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STAFFAPPRECIATION
STAFFAPPRECIATION
This category refers to all activities whose purpose is to understand the needs and desires of our associates and to make our facilities a place where our associates feel valued and want to continue to work with us. (Choose any five of the bullet point items
(C oncepts) to complete the category.)
•
Establish an Employee of the Month (Quarter, Year) Program (Reference HR Manual)
•
Establish an Employee “thinking of you” committee that recognizes employee birthdays, employee or family illness, or loss of family member. Utilize cards, employee bulletin board, etc.
•
Create an Employee Monthly Newsletter to promote staff recognition.
•
Create Annual Employee Event such as summer picnic or BBQ and invite employee families. Include games and activities. Schedule times to include maximum number of staff.
•
Other recognition programs such as: Person-Centered Care best practice award such as Culture Change Champion Award, Perfect Attendance award, etc.
•
Create a public acknowledgement of employee years of service recognizing years of service for 5, 10, 15, 20, 25, and 25+ employees such as a plaque in the lobby.
•
Consistently have nursing staff work with the same residents.
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•
Have staff from all departments participate in the “getting to know you” program, not just management (this is the former Guardian Angel Program)
•
Have C.N.A. participate in the 72-hour meeting to share how the resident is adjusting and learn more about the resident’s routine.
•
Develop system whereby hands-on-staff (nurse and C.N.A.) participate actively in the Resident Care Conferences.
•
Snack Day program for staff, cover all shifts one day a week and rotate the day
•
Employee evaluations include observable measures of employee support of individual resident choices, control, and preferred routines in all aspects of daily living.
•
Develop associate mentorship program to assist new associates with acclimation to the facility. Include method to recognition and welcoming of new employees.
•
Develop comprehensive new employee orientation that includes at a minimum (Reference LTC)
• Multidisciplinary involvement
• Discussion of company and facility’s commitment to Service Excellence
• Job shadowing
• Mentorship
• Frequent “check ins” with new employees
• Formalized two-week and one-month follow-up
HOMELIKEENVIRONMENT
HOMELIKEENVIRONMENT
This category refers to all activities that seek to modify the environment of our facilities consistent with characteristic concepts of home. (Choose any five of the bullet point items
(C oncepts) to complete the category.)
•
Facility/Community has dog(s) and/or cat(s).
•
Percent of residents in privacy-enhanced shared rooms where residents can access their own space without trespassing through the other resident’s space.
•
Resident bathroom mirrors are wheelchair accessible and/or adjustable in order to be visible to a seated or standing resident.
•
Sinks in resident bathrooms are wheelchair accessible with clearance below sink for wheelchair.
•
Sinks used by residents have adaptive/easy-to-use lever or paddle handles.
•
Adaptive handles, enhanced for easy use, for doors used by residents (rooms, bathrooms, and public areas).
•
Closets have moveable rods that can be set to different heights.
•
Home has no rule prohibiting and residents are welcome to decorate their rooms any way they wish including using nails, tape, screws, etc. Offer Maintenance staff to assist.
•
Home encourages extra lighting sources in resident room if requested by resident such as floor lamps, reading lamps.
•
Home invites residents to have their own refrigerators.
•
Home has store/gift shop/cart available where residents and visitors can purchase gifts, toiletries, snacks, etc.
•
Workout/Activity room available to residents.
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•
Ensure noise levels are at appropriate levels including overhead paging, door and wheelchair alarms, music levels, and staff communication.
• Overhead paging system has been turned off or is only used in case of emergency.
— Purchase walkie-talkies, pagers or other devices as an alternative to overhead
paging.
• Work with door alarm/wheelchair alarm vendors to ensure alarm levels are set to
level that provide resident safety but not overly disruptive to resident environment.
• Develop facility program to ensure that associates are in close proximity to each
other when communicating.
•
Take steps to ensure nurse’s stations are de-institutionalized.
• Install covered cabinetry such that resident records are not within view.
• No postings or announcements are in view of residents.
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•
Create common shower rooms that are comfortable and aesthetically pleasing. • Lighting should be sufficient to provide care, but able to be reduced upon resident
choice.
• Aroma Therapy or other similar devices can be used to enhance the experience of
the area.
• Towels and other bathing products stored in closed cabinets and are of sufficient
quality.
• Bathing rooms have functional and properly installed heat lamps, radiant heat
panels or equivalent.
• Home warms towels for resident bathing.
• Tasteful decorations and wall hangings throughout.
• Appropriate music
• Proper ventilation
• Maintain a clean and orderly environment.
•
Maintain common areas that are clean, well-appointed, and promote resident interaction.
• Televisions that are large enough to be seen by all residents at once.
• Wii or other gaming system for resident use.
• Residents have regular access to computer/Internet and adaptations are
available for independent computer use, such as large keyboard or touch
•
screen. Have a safe and attractive external area for resident family use
• Gazebo
• Garden / Plants — outdoor raised gardens available for resident use
• Attractive / Safe outdoor furniture
• Accessible, protected outdoor garden/patio for independent use by residents.
• An outdoor walking/wheeling path which is not a city sidewalk or path.
•
Attractive signage that is easily read by residents.
•
Remove all scotch tape postings from resident areas. All postings shall be nicely framed and kept to a minimum.
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•
Create common shower rooms that are com
• Lighting should be sufficient to provide
choice.
• Aroma Therapy or other similar device
the area.
• Towels and other bathing products sto
quality.
• Bathing rooms have functional and p
panels or equivalent.
• Home warms towels for resident bat
• Tasteful decorations and wall hangin
• Appropriate music
• Proper ventilation
• Maintain a clean and orderly environ
•
Maintain common areas that are clean, interaction.
• Televisions that are large enough to
• Wii or other gaming system for resid
• Residents have regular access to
available for independent compute
•
screen. Have a safe and attractive external area for
• Gazebo
• Garden / Plants — outdoor raised ga
• Attractive / Safe outdoor furniture
• Accessible, protected outdoor garde
• An outdoor walking/wheeling path w
•
Attractive signage that is easily read by resi
•
Remove all scotch tape postings from res framed and kept to a minimum.
mfortable and aesthetically pleasing.
e care, but able to be reduced upon resident
es can be used to enhance the experience of
ored in closed cabinets and are of sufficient
properly installed heat lamps, radiant heat
thing.
ngs throughout.
ment.
, well-appointed, and promote resident be seen by all residents at once.
dent use.
o computer/Internet and adaptations are
er use, such as large keyboard or touch resident family use
ardens available for resident use
en/patio for independent use by residents.
which is not a city sidewalk or path.
idents.
sident areas. All postings shall be nicely
THEDININGEXPERIENCE
THEDININGEXPERIENCE This category refers to all activities that seek to create an agreed upon consolidation of “Restaurant-Style Dining” and “Homelike Dining” based on identified resident preferences. This category includes the organizations dining standards. (Choose any five of the bullet point items •
(C oncepts) to complete the category.)
Dining-style selections listed below must occur at least two meals a day:
• Restaurant-style where staff take resident orders.
• Buffet-style where residents help themselves or tell staff what they
want.
• Family-style where food is served in bowls on dining tables where
residents help themselves or staff assist them.
• Open dining where meal is available for at least two-hour time period.
•
• Residents can come whenever they choose. Snacks/drinks available at all times to all residents at no additional cost, i.e., in a stocked pantry, refrigerator, or snack bar.
•
Baked goods are baked on resident living areas.
•
Develop enhanced dining program
• Collaboration on the programming will involve active participation of
all departments.
• Dietary staff will participate in the dining room experience.
• Table Toppers or glass tops in lieu of tablecloths.
• Flowers or centerpiece on each table
• Replace tops of table with upgraded laminate or wood
• Enlarge weekly menu, laminate, post on attractive board.
Post monthly menu on easel at dining entryway.
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• Print menu folders for daily use.
• Print daily menus for residents.
• Complete resident choices one day in advance.
•
Develop process for having snacks and drinks available at all times for residents.
• Keep thermos with pump on a snack cart or counter in the dining area.
• Provide various snacks in the dining room at key times.
• Eliminate the phase “Hydration Cart” and use an alternative such as
•
“Refreshment Cart.” • Configure cabinets to have snacks available at all times. • Present snacks in attractive fashion to include garnish. Develop system to vary meal times.
• Stagger the start times for residents that are alert and may choose.
• Experiment with open meal service for one meal.
• Have opportunities for breakfast and dessert items available in the dining
room in between meal times.
•
Develop program for ethnic and/or theme meals. • Dining themes such as IHOP Day, McDonald’s Day, Taco Tuesday, KFC Day,
etc.
• Decorate dining room and have staff dress for various theme meals once per
month. •
• Have a “Sausage and Pancake” breakfast and invite the community. Provide for resident participation in meal preparation • Incorporate dessert preparation in activity programming.
• Gather resident’s “favorite recipes” and coordinate small group’s preparation
for special meals or desserts.
•
Have residents actively participate in menu planning.
•
Have an active Resident Menu Committee.
•
Dietary management will attend Resident Council on a regular schedule.
•
Residents plan a “Meal of the Month.”
•
Individualized resident birthday meals.
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ACTIONPLAN
HOW WILL THIS ACTION enhance THE CUSTOMER’S
experience?
HOW AND BY WHOM WILL THE ACTIONS BE monitored/ measured to ensure IT DOES IN FACT ENHANCE THE CUSTOMER’S
experience?
(Observations, interviews, satisfaction scores, resident council feedback, employee-turnover reports)
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COMPLETE THE BELOW WHEN THE STAKEHOLDERS believe the plan SHOULD BE TO THE QA COMMITTEE AS RESOLVED.
recommended
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YOUNITEPROCESSSHEET
YOUNITEPROCESS SHEET The QA Plan of Action and weekly updates will be recorded on LTC by: •
Signing into LTC.
•
Select Operations Reports.
•
Select QA Plan of Action.
•
Select Facility.
•
Select Open New Plan.
•
Selete YOUNITE. This format is slightly different than the QA Plan of Action formats for F tags.
•
Select the Category for the concept selected and then complete the information.
Remember that the results should be entered on the weekly plan progress section on LTC and that monitoring cannot be validated without evidence of the monitoring. Copies of evidence will be kept in the Customer Satisfaction Sub-Committee notebook for ongoing review. There should be evidence provided each week supporting progress. If the evidence is not demonstrating progress, the committee needs to review what is causing the issue and come up with additional corrective actions. These would be included in the weekly update section. The last section will be completed when the stakeholders believe the plan should be recommended to the QA Committee as resolved.
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CONTACT US
TUTERA SENIOR LIVING 7611 State Line Rd | Kansas City, MO 64114 (816) 444-0900