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Unexpected Excellence

Summary: The Mountain Valley Care and Rehabilitation Center (MVCRC) in Kellogg, Idaho is one of the best long term care and rehabilitation centers in the country. The MVCRC had already won the American Health Care Association’s Bronze and Silver Quality Awards and had submitted three unsuccessful applications for a Gold Award when the author visited the facility. Employees at the MVCRC demonstrate a surprising commitment to continuous improvement. Leaders serve as role models for organizational values. Their commitment to personalized care has led to such events as the creation of a wheelchair-accessible garden, originally for the benefit of one resident but now the center of many resident activities, and an initiative to meet the desires of the male minority among the residents. The MVCRC promotes worker engagement through a worker-friendly atmosphere and an investment in employee education and career development, and it is active in the community with programs such as the intake of formerly homeless residents. MVCRC also produces impressive results, with near-100 percent resident and family satisfaction and an employee turnover rate a quarter of the lowest industry average estimates. In 2011, the MVCRC was the only recipient of the AHCA Gold Quality Award.

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  • Topics: Continuous Improvement
  • Keywords: Career development, Case study, Community, Continuous improvement (CI), Customer satisfaciton (CS), Employee education & training, Healthcare industry, Leadership, Organizational culture, Quality awards
  • Author: Kendall, Kay
  • Journal: Journal for Quality and Participation