The AHCA/NCAL National Quality Award Program provides a pathway for providers of long term care services to journey towards performance excellence. The program is based on the core values and criteria of the Baldrige Performance Excellence Program

The five facilities who earned the Bronze Quality Award are:

• Windsor Palms of Artesia
• Windsor Gardens of Fullerton
• Windsor Gardens of Long Beach
• Windsor Gardens of Los Angeles
• Windsor Gardens of San Diego

The Quality Award program has three progressive step levels. Applications are judged by trained Examiners who provide feedback on opportunities for improvement to support continuous learning. Facilities must achieve an award at each level to progress to the next level.

Bronze – Commitment to Quality applicants begin their quality journey by developing an organizational profile including vision and mission statements, an awareness of their environment and customers’ expectations, and a demonstration of their ability to improve a process.

“Last year we had only one recipient in our Region and two for all of Windsor who received this award,” says Kevin Bowman, Windsor’s Southern California Regional Director of Operations.  ”This year, almost half of our Region is being recognized. It is a great testament to our local Administrators and their teams who show their commitment to quality processes and outcomes.”

Leaders in eight Windsor facilities spent the month of March training their licensed nurses, certified nurse assistants and department managers on the use of the system to go live on 4/1/12. The eight locations – Concord, Hayward Gardens, Fremont, Valley, Artesia, Terrace, Fullerton, and Salinas - implemented the usage of electronic health records in an effort to decrease errors and provide better care.

“We hope that the new program will help us remain in compliance with the state and federal regulations,” says Marissa Kirby, Administrator at Windsor Gardens Healthcare Center of the Valley, “It will also help us reduce medical errors, decrease duplicative documentation, and streamline care for our patients and residents.”

Photo Gallery:

Letter #1:

Dear Marissa,

I wish to thank everyone at Windsor Gardens for making my two months’ stay as pleasant and as comfortable as possible. Everyone I cam in contact with was extremely nice and helpful.

Thanks again and I’ll drop by one soon to say Hello.

Love, Lee

LETTER #2

To the nursing staff who cared for our Mom in her last two weeks of her life, our sincere thanks… it was truly appreciated more than you know.

From the daughters of Aurora Carrillo – Tess, Ann & Beth

LETTER #3

Sometimes the people who [you] count on the most are the ones who hear “Thank You” the least. A world of thanks to you, from: Zambrano Family

Specifically, ACHCA recognized Windsor Vallejo for excelling in the following four areas:

1. Health Survey
2. Fire (Life Safety) Survey
3. Complaint Surveys
4. Improvement in the last two quarters of the reported CMS MDS Quality Measures.

Read more here.

Showcase Awards nominations are judged by the Public Advocacy Committee on the criteria of creativity of the event, ease of replication for other providers and how the event generated positive attention for long-term care.  Windsor The Ridge stood out in front of the other nominees because of the volume of toys they donated and the fun they had in the process.  And last December, they made a huge positive impact for hundreds of under privileged kids in Monterey County during the holiday season.

Windsor The Ridge developed a simple concept to collect toys.  They started fundraising early in the year and they coordinated a free, outdoor concert and attendees who brought a toy got a ticket for a free food item.  The Ridge had a live Mexican band that donated their time and played for 2 hours. Their residents greeted the public as they entered the concert area. Volunteers covered the concession stands. Everyone ate, danced and had a great time.

Activity Director Pam Hernandez said, “The Activities Department could not have put this great event together without the help of all the volunteers… staff, their children, the residents and residents’ families. Their loving hands and generous hearts made this event successful.”

Every month, the Activity Department held luncheon fundraisers.  In October, they sold a Mexican plate dish.  In November, it was an Italian plate dish.  And their generous, caring staff and the residents’ families continued to bring in toys.  By December, they were able to raise more than $2,500 and purchased 375 toys for the kids.  They loaded up the toys and a resident in Rachyl’s red pick-up truck and their delivery was publicized on the local KSBW-TV news broadcast.

When your organization gets involved in the community-at-large, it enhances the quality of life of the people you serve, the staff who serve them and your reputation.  When you reinforce your organization’s commitment of care to the broader community, you become the provider of choice.  Caring produces results!

Congratulations Windsor The Ridge Rehabilitation Center!

Rachyl Bruton, Administrator

Pam Hernandez, Activity Director

Windsor The Ridge

Ms. Marissa Kirby, Administrator, Windsor Gardens of the Valley

My name is Hannah Switzer. I recently spent approximately two weeks in your facility for physical therapy. I have worked in the medical profession all my life. Every facility such as yours were so repulsive I would not send anyone there. I had to see a dear lady in one of these places and it smelled so strong of urine it made me nauseated.

When I was in Windsor Gardens [of the Valley] I had a very pleasant surprise.

My compliments go to Rose Banda (day shift) and Maria (night shift). They were patient with me and the same can be said with all the staff and physical therapy staff.

There is one “personality” who deserves a special compliment.  This “individual” is called “Mr. Windsor.” He always seemed to know when I needed special attention.

One more thing – I love your patios, especially the one with the dove fountain.

If I ever need residential care, I will call Windsor Gardens. Thank you and your staff for a very pleasant stay and a change of feelings towards facilities like yours.

Hannah Switzer

Oakland’s Skilled Nursing Facilities (Nursing Homes) continue to play an important role in our local healthcare continuum. In fact, those over the age of 70 have a good chance of experiencing a nursing home firsthand. But…their stay is likely to be a short one. The rehabilitation and nursing care gets most back on their feet and into the community within 30 days. Oftentimes, the difference between a dreadful stay in a nursing home and a wonderful stay depends on an employee you might not immediately think of – the certified nursing assistant (C.N.A.).

Next time you visit a nursing facility, pay attention to the C.N.A.s. These unique caregivers deliver the majority of hands-on care in skilled nursing facilities. Most are masters at their skilled trade. Compassionate and strong, the very best deliver “person-centered care.” They tune in to the unique daily pleasures of the elders they serve. And as a result, they just don’t give care…they give life.

At Windsor of Oakland, we practice consistent assignment of our C.N.A.s. That means that each one of our elders is primarily served by 3 C.N.A.s five days a week, 24 hours per day. These three C.N.A.s are consistently relieved on their days off by 3 other C.N.A.s. This staffing model allows these six C.N.A.s to really get to know the individual patients. This staffing model helps to facilitate compassionate, individualized care.

Loved ones and family members of elders in skilled nursing facilities can also help to promote person-centered care. Bring in photographs and educate the C.N.A.s about their patient’s life before entering the nursing home. Taking the time to tell them about your loved ones life will provide the C.N.A.s with a deeper perspective leading to more respectful care. Also, the C.N.A.s really appreciate when you notice and compliment them for their efforts. It means a lot coming from all of you. And, by noticing and complimenting the C.N.A.s, you will help to keep the morale up.

At Windsor of Oakland, we are blessed to have a wonderful group of compassionate C.N.A.s. As a management team, we are working hard to make them feel appreciated, respected and safe here.

January 2, 2012

Kevin Bowman
SNF Management

Dear Mr. Bowman:

I am writing this unsolicited letter to you in recognition of the exemplary work done by Mr. Ross Maultasch and his staff at the Windsor Garden Care Center of Fullerton.

My mother, Virginia Bonsangue, 85, has been a patient there since early December following abdominal surgery and other related issues. I met Ross when she had a concern regarding one of the night staff members during her first week. Ross took the concern seriously addressed it in a professional and timely manner.

Our experience at each level, from admissions to RN/CFN to PT/OT, has proven to be positive and effective. I am especially appreciative of the patience the medical staff have shown towards Virginia, who is a large person and not easy to handle.

As one who manages more than 80 part-time faculty members and teaching associates, I understand the commitment and time it must take to run a good Care Center. My family and I are deeply appreciative of Ross Maultasch’s effective leadership and genuine commitment, as well as that of the staff at WGCCF, to providing quality patient care.

Please feel free to use/share this letter as you like.

Yours,

Martin V. Bonsangue, Ph.D.
Professor of Mathematics
California State University
Fullerton, CA 92834

1. Maria Carreiro, Assistant Dietary Supervisor, Windsor Palms Care Center of Artesia
2. Pat Hanratty, Certified Nursing Assistant, Windsor Manor Rehab Center of Concord
3. Chris Lowey, Director of Business Development, Windsor Elmhaven Care Center, Stockton
4. Maria Moss, Certified Nursing Assistant, Windsor Gardens Healthcare Center of the Valley

You can read the entire Facility Super Stars announcement here.

Congratulations Maria, Pat, Chris and Maria!

- Michael and Mary Jo.