Creating a Culture of Excellence

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Creating a Culture of Excellence

• Cultivating Person -Centered Care
• Patty Cisco, MBA, VP Business Development
  Marketing HCF
• Kris Baird, RN, BSN, MHA, President Baird
  Consulting, Inc.

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Pop Quiz

• Name three things that you think residents rank
  as most important to their overall experience in
  long term care.

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Who we are

• HCF Management Inc., Lima OH
• 23 care communities throughout Ohio and
  Pennsylvania
• Baird Consulting

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Objectives

• Identify critical leadership skills needed to
  enhance the culture.
• Understand the five fundamentals needed in
  fostering a culture change.
• Learn how to form self-directed teams charged
  with turning satisfaction data into action.

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Why culture change?

• Trust
• Reputation
• Loyalty
• Census growth
• Person-Centered Care
• Service Excellence

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Leadership Skills

• Champion of change
• Communication
• Create an empowered team
• Coach

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Champion of change

• Knowing what to expect and managing through the
  phases of change

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Communication

• Listen
• Open to receiving information
• Commitment to keeping people informed

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Create an empowered team

• Setting expectations boundaries
• Sharing information and responsibility
• Holding self and others accountable

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Coach

• C
• O
• A
• C
• H
• Ongoing

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Five Fundamentals
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HCF Standards
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HCF Recognition
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HCF Communication
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HCF Measurement
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HCF Innovation
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Sustainability

• Leadership development
• Hiring process
• Orientation
• Training (train the trainers)
• Recognition
• Performance appraisals

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What is culture?

• How we do things around here

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Pop Quiz

• Name one thing that you can implement immediately