| Our Quality Story: With Executive Director at Ecumen Lakeview Commons Brielle Khalar | https://publish.ahcancal.org/News-and-Communications/Blog/Pages/Our-Quality-Story-With-Executive-Director-at-Ecumen-Lakeview-Commons-Brielle-Khalar.aspx | Our Quality Story: With Executive Director at Ecumen Lakeview Commons Brielle Khalar | | | | | 11/12/2025 5:00:00 AM | | <strong></strong><span data-contrast="auto" lang="EN-US" style="font-size:11pt;"><strong>Brielle Khalar serves as Executive Director at Ecumen Lakeview Commons, an assisted living and </strong></span><span data-contrast="auto" lang="EN-US" style="font-size:11pt;"><strong>memory care</strong></span><span data-contrast="auto" lang="EN-US" style="font-size:11pt;"><strong> community located in Maplewood, Minnesota.</strong></span><span data-contrast="auto" lang="EN-US" style="font-size:11pt;"> The community received a 2025 AHCA/NCAL Silver National Quality Award, reflecting a strong commitment to its staff, residents, families, and the local community. </span><span data-ccp-props="{}" style="font-size:11pt;"> </span><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>The Quality Journey from Start to Now</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">Brielle saw this opportunity to showcase the community’s commitment to quality after Ecumen became a member of AHCA/NCAL in January 2023. “I decided to pursue the Bronze Quality Award with only 20 days before the deadline. The Bronze Award set the stage for my team – helping us to define who we are, what we do, and why we do it. I also encouraged other Ecumen communities to apply, and now, around a dozen have achieved Bronze. </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">“But we were the first to earn Silver. The Silver award process gave us a common language to discuss our work, evaluate how we do it, and determine if it is effective. The awards process gave us that structure we needed.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Valuing People</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">The staff at Ecumen Lakeview Commons are highly valued, contributing to the strong culture and success of the community in delivering quality care: “Over the course of our quality journey, we’ve learned to listen to our people, especially our frontline workers and value their input. Historically, leadership would lead projects without much frontline involvement, but now, we encourage team-led initiatives.</span><span data-ccp-props="{}"> </span></div><div><span data-ccp-props="{}"><br></span></div><div><span data-contrast="auto" lang="EN-US">“For example, we had a project in memory care that was led by a resident assistant. By involving all levels of staff, we gained valuable insights that leadership alone wouldn’t have considered. [We also…] had a project focused on trying to lower service refusals from patients, and our frontline workers helped us to find better and more effective approaches to encouraging resident participation in care.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Customer-Focused Excellence</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">For Ecumen Lakeview Commons, customer-focused excellence means serving the whole person: physical, social, emotional, physical, and spiritual needs. One memorable case of their all-around customer care involved a resident who transferred from another assisted living community: “We only knew that his family was transferring him and after moving in, he had made inappropriate comments toward team members and had outbursts. And we had come to find out that his prior facility asked him to leave because of these issues.</span><span data-ccp-props="{}"> </span></div><div><span data-ccp-props="{}"><br></span></div><div><span data-contrast="auto" lang="EN-US">“However, one of our nurses took the time to truly get to know him and discovered he had been a competitive tennis player before a stroke left him wheelchair-bound, and that it upset him he couldn’t do that anymore. Understanding his loss helped us approach him differently, set boundaries, and support him. Over time, his behavior completely changed, and his son was so grateful to us that he got to see his dad happy again even though he was drastically different physically.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Innovation</strong></span><strong> </strong><br><span data-contrast="auto" lang="EN-US">Fall prevention is always a constant challenge in any facility and can be a difficult time especially in memory care units. However, Ecumen Lakeview Commons found a new way to improve the outcome of that common issue: “We learned about Viconic – which is a fall defense flooring, an underlayment that you put under the floor that is designed to prevent serious injuries from falls. With support from our business development team, we installed it in three memory care units.</span><span data-ccp-props="{}"> </span></div><div><span data-ccp-props="{}"><br></span></div><div><span data-contrast="auto" lang="EN-US">“Since then, our overall fall rate dropped from 15 percent to around 6 to7 percent, and falls with injuries on that flooring have been zero. It’s been an amazing addition to our facility and was truly an out of the box idea in terms of changing the environment compared to traditional fall prevention approaches.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Societal Contribution</strong></span><strong> </strong><br><span data-contrast="auto" lang="EN-US">While Ecumen Lakeview Commons is always working to support staff and residents, they also pride themselves on supporting their local community in Minnesota: “We specialize in supporting residents with varying degrees of memory loss, including those not yet ready for traditional memory care. We pride ourselves on being able to admit individuals other communities may decline and also admitting residents in seven days or less compared to the norm of two weeks or more in Minnesota. We also have a longstanding tradition of 30 years hosting an Oktoberfest celebration, which always brings residents, families, and the wider community together.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Looking Forward</strong></span><strong> </strong><br><span data-contrast="auto" lang="EN-US">For Ecumen Lakeview Commons, the Silver Quality Award is a large step in their quality journey, but they have plans for the future as they work toward reaching Gold: “The next step is ensuring our systems are consistent and repeatable across all departments. We’ve developed strong processes and evaluation methods, but moving forward, we need to ensure everyone is aligned and operating with the same approach.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Final Advice</strong></span><strong> </strong><br><span data-contrast="auto" lang="EN-US">After achieving the silver level in the Quality Award journey Brielle shared some final advice on the process: “The quality journey is not about perfection. It’s about starting small and being intentional. Begin with the basics, involve your team, and don’t be overwhelmed by the criteria. The process is a valuable guide to understanding your organization, improving systems, and aligning your team’s language and goals.</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">“I’m a strong advocate for the Quality Award process. Beyond recognition, it measurably improves outcomes, operations, and alignment within a team. It’s not just good marketing — it’s a framework that truly strengthens organizations.”</span><span data-ccp-props="{}"> </span></div> | | |
| Our Quality Story: With Administrator at Sumner Place Kaitlin Clegg | https://publish.ahcancal.org/News-and-Communications/Blog/Pages/Our-Quality-Story-With-Administrator-at-Sumner-Place-Kaitlin-Clegg.aspx | Our Quality Story: With Administrator at Sumner Place Kaitlin Clegg | | | | | 11/12/2025 5:00:00 AM | | <strong></strong><span data-contrast="auto" lang="EN-US" style="font-size:11pt;"><strong>Kaitlin Clegg serves as the Administrator at Sumner Place, a skilled nursing and assisted living facility in Lincoln, Nebraska</strong></span><span data-contrast="auto" lang="EN-US" style="font-size:11pt;"><strong>.</strong> The community received a 2025 AHCA/NCAL Silver National Quality Award, reflecting a strong commitment to its staff, residents, families, and the local community.</span><span data-ccp-props="{}" style="font-size:11pt;"> </span><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>The Quality Journey from Start to Now</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">For Kaitlin, the Quality Award process has been a significant learning experience: “Bronze is really an overview of who you are as a company. </span><span data-contrast="none" lang="EN-US">You don't have to do a ton of data during that phase, but it gives you a solid foundation, and it starts helping to you think about that quality journey.</span><span data-contrast="auto" lang="EN-US">” </span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></div><div><span data-ccp-props="{"201341983":0,"335559740":300}"><br></span></div><div><span data-contrast="auto" lang="EN-US">When it came to pursuing Silver, the team chose to wait until they were truly ready after Kaitlin became a Silver Examiner and realized their systems needed more evaluation: “There were things we were doing and improving, but we weren’t asking why we did them or how to make them better. Silver really helped us identify those changes, and it allowed us to communicate with our team more effectively about what we were working on. It’s been good to show them the improvements we’ve made and what that looks like.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Valuing People</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">At Sumner Place, valuing people is more than a principle, it’s the daily mission: “Our mission statement is ‘dignity in life’. Even when we interview people, we ask, ‘What does dignity in life mean to you?’ For us, it means treating everyone as the most important person.</span> <br><span data-contrast="auto" lang="EN-US"></span> <br><span data-contrast="auto" lang="EN-US">“This value is woven into the culture of recognition. Families often praise staff, and when they do</span><span data-contrast="none" lang="EN-US"> we write that team member a thank you card letting them know that happened. We also have ‘yes I can’ cards that say, ‘thank you for having a yes I can attitude’ and people can write on the back of them thanking them for the teamwork they did. Those cards become nominations for team member of the month, and t</span><span data-contrast="auto" lang="EN-US">he honoree receives recognition, a reserved parking space, and a gift card. That’s how we make sure people are appreciated for who they are and what they do.” </span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Customer-Focused Excellence</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">Sumner Place’s mission of dignity in life plays a large role in the service it provides to residents and families: “There are so many examples of our staff going above and beyond. One program we partner with is Dream Weaver, which is similar to Make-A-Wish but for the elderly. Our life enrichment team has helped nearly every qualified resident fulfill a dream, from simple wishes like lunch with family to bigger experiences like going to a Husker football game for the first time. Every day there are instances of staff making a difference.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Innovation</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">Sumner Place embraces and encourages change when it benefits the daily lives of residents: “Excellence is one of our core values, which means we never want to become stagnant. For example, our food council has been a great thing. Having the residents try different things and seeing if they like it, and if they like it, then we put it as one of our monthly dishes. Having those ‘what if’ conversations and those small but impactful innovations really seem to make a difference.”</span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Societal Contribution</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">Beyond the facility, Sumner Place builds strong connections with the local community. One highlight is their partnership with a nearby elementary school: “The kids come in at least once a month to do something with our residents. For example, in May, when they were out of school, they came and did sidewalk chalk art for all our residents and spent time with them outside.</span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></div><div><span data-contrast="auto" lang="EN-US">“Sometimes the residents will pass out lemonade or ice cream as the kids are walking home from school. They've also done crafts together. It varies, but our residents really love to sit outside with a stand and hand stuff out to the kids. That's their favorite thing.”</span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Looking Forward</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">Looking ahead, Kaitlin and her team are focused on growth and preparation to achieve the Gold Quality Award: “I think for us to get to Gold we need to sit down, make sure our operational goals truly fit, and evaluate what it looks like to truly get us to where we need to be. I think we still have room to grow. </span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></div><div><span data-ccp-props="{"201341983":0,"335559740":300}"><br></span></div><div><span data-contrast="auto" lang="EN-US">“Our plan is to have an outline of what we need for Gold and what that looks like. We want to make sure this year we have everything implemented and confirm that our team is on board and all on the same page. But that’s our plan, so in a year or so we'll be writing gold and submitting and hopefully receiving it.”</span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></div><div><span data-ccp-props="{"201341983":0,"335559740":300}"><br></span></div><div><span data-contrast="auto" lang="EN-US"><strong>Final Advice</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">After achieving the Silver level in the Quality Award journey, Kaitlin shared some final advice encouraging others to take the first step: “Even if you submit and you don't get [the award], it at least gives you a report that can help you evaluate to move forward. Not applying is the worst thing you could do because you're not evaluating or moving forward, so my advice is try to write it. Even if you aren't ready to submit, you are at least in the process of doing it.</span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span> <br><span data-contrast="auto" lang="EN-US">“As long as every building is trying to improve, trying to evaluate what they're doing, and have quality care, I think having that in the forefront with the Quality Awards is very impactful.”</span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></div> | | |
| Our Quality Story: With Executive Director at The Peaks Care Center Care Julian Hazlett | https://publish.ahcancal.org/News-and-Communications/Blog/Pages/Our-Quality-Story-With-Executive-Director-at-The-Peaks-Care-Center-Care-Julian-Hazlett.aspx | Our Quality Story: With Executive Director at The Peaks Care Center Care Julian Hazlett | | | | | 11/12/2025 5:00:00 AM | | <span data-contrast="auto" lang="EN-US" style="font-size:11pt;"><strong>Julian Hazlett serves as Executive Director at The Peaks Care Center Care Center, a skilled nursing and assisted living facility in Longmont, Colorado</strong></span><span data-contrast="auto" lang="EN-US" style="font-size:11pt;"><strong>.</strong> The community received a 2025 AHCA/NCAL Bronze National Quality Award, reflecting a strong commitment to its staff, residents, families, and the local community.</span><span data-ccp-props="{}" style="font-size:11pt;"> </span><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>The Quality Journey from Start to Now</strong></span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></div><div><span data-contrast="auto" lang="EN-US">The Peaks Care Center Care Center began its Quality Award journey in 2024, applying for Bronze but not receiving it on the first attempt. Instead of viewing this as a setback, Julian and his team saw it as an opportunity: “We took that as a chance to closely review the criteria, re-examine the award process, and identify where we could improve. We reapplied this past year and received the award.”</span> <br><span data-contrast="auto" lang="EN-US"></span> <br><span data-contrast="auto" lang="EN-US">Julian emphasized that the process was a team effort: “Our facility is very team-focused and team-driven, so it was important to get everyone’s support. We made sure the team understood why we were applying, what the award means, and how it reflects our daily commitment to providing excellent care.”</span> <br><span data-contrast="auto" lang="EN-US"></span> <br><span data-contrast="auto" lang="EN-US">A major area of growth for the team was connecting their achievements to their mission and vision: “We made sure we all understood those statements and could directly connect our results to them. Being able to highlight that played a big role in earning the award.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Valuing People</strong></span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></div><div><span data-contrast="auto" lang="EN-US">At The Peaks Care Center Care Center, valuing people is demonstrated daily through teamwork and flexibility: “No matter what department we work in, whether it’s me as the Executive Director, an instructor, or a housekeeper, we never say, ‘it’s not my job’.</span> <br><span data-contrast="auto" lang="EN-US"></span> <br><span data-contrast="auto" lang="EN-US">“For example, during a recent menu change, the kitchen was hectic, and without being asked, our receptionist and admissions coordinator jumped in to help serve meals, bus tables, and get drinks for residents. That willingness to help, regardless of role, reflects our commitment not only to each other as a team but also to the care and outcomes we provide to our residents.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Customer-Focused Excellence</strong></span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></div><div><span data-contrast="auto" lang="EN-US">The Peaks Care Center team frequently goes above and beyond for residents: “Our transportation driver sometimes stops at Dairy Queen to get ice cream for new residents because she knows it’s something they enjoy. If a resident likes a special food or drink that we don’t typically serve, some of our staff will go out and get it for them. Our business office manager often notices if a resident needs something like socks or a sweater in the winter and will go out and get it for them, especially if family hasn’t been able to visit in a while. One our CNAs makes sure her residents’ hair is styled in a way they always liked when they were younger.</span><span data-ccp-props="{}"> </span></div><div><span data-ccp-props="{}"><br></span></div><div><span data-contrast="auto" lang="EN-US">“We also have a nurse, recently nominated for the Colorado Healthcare Association award, who updates almost every family member after her shift about their loved one’s condition far beyond what is required. There are so many examples of our staff making a difference.”</span> <br><span data-contrast="auto" lang="EN-US"></span> <br><span data-contrast="auto" lang="EN-US">And it’s not just the residents who see this above and beyond care: “Families notice. We get feedback from families daily and weekly recognizing staff for the care and attention they provide. It means a great deal to them to see that we’re willing to go beyond what’s required.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Innovation</strong></span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></div><div><span data-contrast="auto" lang="EN-US">Innovation at The Peaks Care Center has ranged from major changes to small but meaningful projects: “One of the bigger accomplishments we highlighted in our award application was moving from a two-star to a five-star facility. That was a significant achievement, but it was made possible by a series of smaller projects along the way.</span><span data-ccp-props="{}"> </span></div><div><span data-ccp-props="{}"><br></span></div><div><span data-contrast="auto" lang="EN-US">“One example is in dietary services. Residents wanted more input into the menu, so our dietary director now meets with them monthly and rotates four new recipes into the menu each month. These recipes often come from residents or their families and are meals they’ve enjoyed in the past or grew up with. It gives them something to look forward to and reinforces that they are being heard and valued. Their input matters, and even if its small innovation they get to see their input reflected in their daily lives.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Societal Contribution</strong></span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></div><div><span data-contrast="auto" lang="EN-US">The Peaks Care Center also emphasizes contributions beyond the facility. Among several partnerships, one stands out – their work with Kuda Vana, a children’s orphanage in Africa: “We do quarterly fundraisers where residents help make and sell items like nachos, burritos, or baked goods. The proceeds go to the orphanage, and we stay in close contact with them to support their mission. Our residents are deeply involved—they help run the register, serve food, and even go door-to-door to staff offices to sell items.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Looking Forward</strong></span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></div><div><span data-contrast="auto" lang="EN-US">Looking ahead, The Peaks Care Center plans to continue advancing in its Quality Award journey: “We plan to review our application in detail, look at what helped us succeed, and continue applying for the Silver and eventually the Gold Award. We don’t want to stop here; we want to keep moving forward.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Final Advice</strong></span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":200,"335559739":0}"> </span></div><div><span data-contrast="auto" lang="EN-US">Julian encourages others to approach the Quality Award process as a team commitment: “This is not a one-person effort, and it’s not something that can be done at the last minute. You need a dedicated leader to drive the application, but also the full commitment of your team. Everyone should understand what the award means and why you’re applying. Take the time to do it thoroughly. It’s worth it.”</span><span data-ccp-props="{}"> </span></div> | | |
| Our Quality Story: With Administrator at Winslow House Care Center Molly Schulte | https://publish.ahcancal.org/News-and-Communications/Blog/Pages/Our-Quality-Story-With-Administrator-at-Winslow-House-Care-Center-Molly-Schulte.aspx | Our Quality Story: With Administrator at Winslow House Care Center Molly Schulte | | | | | 11/12/2025 5:00:00 AM | | <span data-contrast="auto" lang="EN-US" style="font-size:11pt;"><strong>Molly Schulte serves as Administrator at Winslow House Care Center, a skilled nursing community in Marion, Iowa.</strong></span><span data-contrast="auto" lang="EN-US" style="font-size:11pt;"> The center recently received the 2025 AHCA/NCAL Bronze National Quality Award, the first award in Winslow’s 52-year history.</span><span data-ccp-props="{}" style="font-size:11pt;"> </span><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>The Quality Journey from Start to Now</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">Molly began Winslow’s quality journey after attending a workshop through the Iowa Health Care Association: “At first, the process felt daunting. The application asks big questions, and you wonder if you know enough to answer them, but going through the prompts and reflecting on what we do every day to improve residents’ lives opened my eyes to what sets Winslow apart. When you step back, you realize it’s really about monitoring, applying, and improving what we already do every day for our residents. Incorporating that into daily operations has been incredibly rewarding.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Valuing People</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">At Winslow House, valuing people means honoring what matters most to residents: “We have a resident who, before admission, made dresses and clothing for a nonprofit that sent them to children in need in third world countries. When she came here, she couldn’t continue because of the setup required, and she missed it deeply because it gave her purpose.</span><span data-ccp-props="{}"> </span></div><div><span data-ccp-props="{}"><br></span></div><div><span data-contrast="auto" lang="EN-US">“The activity director and I got together with the resident and her son and started brainstorming on how we could make this happen while still being aware of other residents’ safety. Our maintenance director ended up modifying a table so her sewing machine could fold out and be safely stored away. Now she has her own sewing station and can keep making dresses, which shows how far we’ll go to ensure residents have the quality of life they deserve.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Customer-Focused Excellence</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">Customer-focused excellence at Winslow is rooted in supporting families through both the joyful and difficult times: “Earlier this year, we lost eight long term residents on hospice in just two months. It was so hard on families and our staff. Many of those families had been with us for years, and they were part of our Winslow family.</span><span data-ccp-props="{}"> </span></div><div><span data-ccp-props="{}"><br></span></div><div><span data-contrast="auto" lang="EN-US">“But over the course of three weeks, I had not only most of my management team, but also several housekeepers, nurses, and other staff attend these services. It was very emotional, but incredibly meaningful to see my staff's names on these guest books at these funeral services and supporting the families through the loss of their loved ones. That kind of support isn’t typical customer service, but it shows who we are. We support families every step of the way, and I think that speaks volumes about who we have here in the building working for their loved ones.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Innovation</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">Innovation at Winslow often means finding new ways to meet residents’ unique needs: “We have a resident that's been here for quite some time who was significantly affected by a stroke. She has severe aphasia and emotional imbalances, so her speech therapist worked for a long time to get her a Tobii communication device, which allows her to use her gaze to communicate.</span><span data-ccp-props="{}"> </span></div><div><span data-ccp-props="{}"><br></span></div><div><span data-contrast="auto" lang="EN-US">“In my experience, it’s been rare to see this technology in long term care, especially in primarily Medicaid-funded buildings. But once we got it, we worked with therapy and staff and her to get that up and running and made some modifications under her wheelchair to be able to have it attached to her chair. It's been a game changer for her and her quality of life being able to verbally express her needs and desires.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Societal Contribution</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">Winslow House also makes it a priority to give back to the community: “From August 19 to September 19, we run a contest to see who can raise the most money for the Alzheimer’s Foundation. So, we sell memorial flowers and windmills for people’s yards all leading up to the Walk to End Alzheimer’s on September 20.</span><span data-ccp-props="{}"> </span></div><div><span data-ccp-props="{}"><br></span></div><div><span data-contrast="auto" lang="EN-US">“Also, every year we do free Easter egg hunts and trunk-or-treats for the little ones, and those are a huge hit. It’s incredible to see how many people come into our building. We also did raffle baskets for this year's Easter egg hunt, and every kid that participated received a raffle ticket. We also do holiday meals, food drives, and a coats-for-kids program. We want to be more than a care center; we want to be a part of the community.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Looking Forward</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">Molly is already preparing for Winslow’s next step in the award journey: “My goal is to continue this journey and see how far I can take this. This was the first time that Winslow has won an award like this in its 52-year history. I'm all about achieving what others haven't, so I want to continue and follow the quality award journey all the way through.”</span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US"><strong>Final Advice</strong></span><span data-ccp-props="{}"> </span></div><div><span data-contrast="auto" lang="EN-US">After achieving the Bronze level in the Quality Award journey, Molly shared some final advice about the award process: “Let go of expectations about what you’ll win and use the process as a tool to improve your quality. Even if you don’t submit, you’ll come out stronger because you’ll find areas to improve and make progress. A Quality Award mindset is like a QAPI mindset – always evaluating, identifying gaps, and building solutions. If you do that, you’ll be successful on this journey.”</span><span data-ccp-props="{}"> </span></div> | | |