Quality Award Stories

​“Nottingham Health and Rehabilitation began its performance excellence journey through the Baldrige based AHCA/NCAL Quality Award Program in 2018, earning Bronze in 2019, Silver in 2021, and Gold in 2025. This commitment strengthened Nottingham’s focus on sustainable quality, resident safety, and meaningful, measurable improvement.

Using the Baldrige Framework, spanning Leadership, Strategy, Customers, Measurement, Workforce, and Operations, Nottingham systematically evaluated and improved every part of its organization. Leadership alignment clarified purpose, strategic planning tied priorities to safety and outcomes, and customer listening elevated the voices of residents and families. Enhanced measurement systems transformed data into action, workforce engagement improved stability and capability, and redesigned operations increased reliability and clinical excellence.

These efforts led to significant results: Nottingham doubled in size while long term care capacity nationwide declined; antipsychotic use dropped to 0%; quality ratings improved to 5 stars; nursing turnover fell from 75% to 33%, with no agency staffing; and resident life expectancy increased from the national 5–13 months to 27 months. Through the Baldrige journey, Nottingham created a culture where learning, innovation, and accountability drive excellence, ensuring safe, dignified, person centered care for every resident.”

​“Garden Park’s journey with the AHCA/NCAL Quality Award program began in 2016 with the Bronze Award, followed by Silver in 2017. The facility qualified for Gold-level site visits in 2018, 2019, 2024, and ultimately became the first facility in Louisiana to win gold in 2025. Achieving Gold on the fourth application demonstrates not only perseverance but also a deep engagement with the principles of the Baldrige Framework. With each submission, the team strengthened their processes, improved results, and gained deeper insight of the criteria. Leadership played a pivotal role in this journey by establishing a Rockstars Corporate Culture program that fosters exceeding expectations with Safety, Teamwork, Appearance, Respect and Service. Examiners noted that the culture was palpable throughout the facility, with a team united by a shared mission: “Improving Quality of Life.”

Innovation has always been central to Garden Park’s success. The facility developed an Innovation Management System based on their examiner feedback report that integrates senior leader communication, resident and family feedback, strategic planning, performance measurement, and opportunities for intelligent risk-taking. These initiatives have produced meaningful results, from clinical improvements to enhanced resident engagement.

Among the most visible innovations, the Life Enrichment Team created a resident handbell choir that performs at the facility, local schools, and community events. Clinically, nurses accompany residents to physician appointments. This practice improves communication among healthcare providers, residents, and families while enhancing outcomes and lowering treatment costs. New workforce listening strategies have also produced measurable results. The facility has maintained zero agency staffing, achieved five consecutive years of increasing retention, and 100% of staff report that leadership is committed to patient-centered care.

The quality improvement journey has delivered remarkable results. Garden Park’s Net Promoter Score has climbed from 73.5 to an outstanding 96, surpassing many world-class organizations. In 2025, Newsweek ranked the facility #4 in Louisiana for nursing homes with more than 150 beds. By 2026, it had risen to #1, cementing its reputation as a leader in quality, innovation, and resident-centered care.

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