AAHSA Quality First Guidelines

The Aging Services-Providers' Checklist for AAHSA Quality First is a set of characteristics of the ideal quality aging-services organization. Each AAHSA Quality First Guideline offers additional information on the attributes of one of these quality characteristics.

Using the Providers' Checklist and the Guidelines, aging-services providers can identify areas of strength as well as opportunities for growth within their organizations.

The Providers' Checklist and the Guidelines can be used across the continuum of aging services - adult day services, home health, community services, senior housing, assisted living residences, continuing care retirement communities and nursing homes.

1. Commitment

• 1.4. Our decisions are guided by our ethical beliefs and values:
  • 1.4.a. We have developed and adhere to a code of ethics. Read 1.4a guideline.

2. Governance and Accountability

• 2.1 Our board sets the ethical tone for the organization and models integrity in its conduct. Read 2.1 guideline.
• 2.1.g. We have internal control and risk management systems in place and one senior staff person is responsible for the systems. Read 2.1g guideline. 
• 2.1.h. We follow IRS recommendations for setting and reviewing executive compensation. Read 2.1h guideline. 
• 2.2. We have adopted an integrated strategic planning process to ensure our organization’s future success. Read 2.2 guideline.
• 2.3 We have adopted policies and implemented practices to ensure that our board of trustees/directors operates in a manner consistent with its legal and ethical obligations and advances the organization’s strategic interests.
• 2.3.a We strategically plan recruitment of trustees/board members based on our organization’s needs. Read 2.3a guideline.
• 2.3.b We build governance capacity through ongoing education for trustees/boardmembers, including orientation for new trustees/board members. Read 2.3b guideline.
• 2.3.c We have established performance criteria (for example, committee service and participation in the organization's activities and fundraising efforts) for trustees/board members that are required and monitored. Read 2.3c guideline.
• 2.3.e Our board members sign conflict of interest and ethical code of conduct declarations to avoid even the appearance of impropriety. Read 2.3e guideline.
• 2.3.f We periodically assess overall board performance to ensure adherence to stated expectations. Read 2.3f guideline.
• 2.5. We annually prepare a document that outlines the organization’s mission, basic financial information, program activities and names of senior staff and board members/trustees and provide it to interested parties, upon request. Read 2.5 guideline.
  

3. Leading-Edge Care and Services

• 3.1 We have a process for ongoing internal review of our care and service models and practices as a way of assessing the quality of the care and services we provide. Read guideline.
• 3.2. To help in developing, seeking out, studying and using new, innovative service/care models and practices, we:
  
• 3.2.f. Explore the use of technology to improve quality of care and services in an evidence-based manner.
• 3.4. We engage in partnerships and collaborations with others (including fellow providers, researchers, consumer groups, associations, universities,etc.) to develop and study new service/care models and practices, including technology-based services, to improve the quality of aging services and care.
• 3.5. Our integrated strategic plan includes a component about using technologies to improve care and services.
• 3.5.a. This section of our plan shows how technology can improve services to our residents or clients.
• 3.6. We work to sustain the earth’s environment (e.g., use of recycling programs, energy efficient technology and green building design).

4. Community Involvement

• 4.1. We welcome and actively support volunteer involvement in our organization.
• 4.2. We have social accountability programs – programs that benefit the local community – thus continuing a tradition that both enhances the quality of life of individuals we serve as well as the local community.
• 4.4. We are actively involved and keep abreast of public policy issues important to our organization and the people we serve.
  

5. Continuous Quality Improvement

5.1. We go beyond ensuring that minimum standards are met to focus on how we can continually do better:

• 5.1.a. We regularly collect and analyze data, including consumer and employee satisfaction findings, to evaluate the quality of our services and identify opportunities and methods for improvement.
• 5.1.c. We track progress toward quality improvement goals, document the results of that analysis and share results with appropriate staff and stakeholders.
• 5.1.d. We implement risk management strategies and techniques to recognize, manage and reduce potential risks.
  
  

6. Human Resources Development

6.1. Our human resources plan and policies are grounded in our belief that a quality staff who demonstrate ethical behavior is critical to our ability to deliver quality care and services:

• 6.1.c. We regularly assess staff satisfaction (and have a written policy that guides the effort and documents results); we share a summary of results with the leadership team, staff and trustees/board members, and we act on the results to improve our workplace.
• 6.4. Our staff performance reviews and rewards (bonuses, salary increases, etc.) are based in part on fulfilling our organization’s mission and quality improvement goals.
  
  

7. Consumer Friendly Information

• 7.1. We compile and distribute an up-to-date and understandable explanation of our organization's mission, services, amenities, management structure and policies, along with emergency and non-emergency contact information.
• 7.2. We make available, in writing and verbally, an up-to-date and understandable explanation of the rates we charge and what those rates do and do not include.
• 7.3. We make available, in writing and verbally, understandable explanations of consumer rights and responsibilities, and grievance procedures.
• 7.5. (HCBS) We facilitate access to information about home and community-based services in general and, where possible, provide information on other home and community-based services options in the surrounding area. 
• 7.5 (Housing) In affordable housing, where waiting lists can be lengthy, we facilitate access to information about affordable housing in general and, where possible, provide information on other affordable housing options in the surrounding area.
• 7.7. Our organization has a Web site (or is part of our parent organization’s Web site).
  

8. Consumer Participation

• 8.1. We have written policies and practices that make it easy for consumers to communicate with our staff, management and trustees/board members. Conflicts and communication problems are tracked and addressed promptly.
• 8.2. We have an active resident or client council and an active family council, which have clear lines of communication to staff and management.
  
  

9. Research Findings and Education

• 9.2. We implement current and applicable evidence-based practices and approaches
• 9.3. We engage in partnerships and collaborations with others (including fellow aging-services providers, researchers, consumer groups, associations, etc.) to develop and study new service/care models and practices, including technology-based practices, and we disseminate these findings to interested parties.

10. Public Trust and Consumer Confidence

•  10.1. We have a strategy to “tell our story” about our organization’s quality of care/services and quality of life to the media, the public at large, our residents and clients, board, our elected representatives, AAHSA and our state association on an ongoing basis.