Thursday
2:00p - 3:00p
Get Out of a Rut and into the Groove - Quality Improvement
Rob Kleiner - Northeast Delta Dental
Lynn Carpenter, DHA, NHA - Navlyn Resources
Gail Cushing - Applewood Center
Is your organization interested in higher occupancy rates and operating margins, lower staff turn over, and improved Quality Performance Measures and higher 5-Star Ratings? Embark on a Quality (Award) Journey.
American Health Care Association & National Center for Assisted Living (AHCA/NCAL) Quality Award winners don't win the award because their quality performance measures (QPM) are better than the national average or because they have a higher star rating. They have higher QPMs and 5-Star ratings BECAUSE they embarked on the Quality Journey.
The Malcolm Baldrige National Quality Award® is the highest level of national recognition that a U.S. organization can receive for performance excellence, particularly in relation to resilience and long-term success. It recognizes that organizations that understand the importance and intersection of these areas: Senior Leadership, Organizational Strategy, Customers, Use of Data and Information, Staffing, Operations, and Results, are better situated to adapt to organizational change and achieve long-term success and sustainability. AHCA/NCAL has built their Quality Award Program based on the Core Principles of this award, more commonly known as the Baldridge Criteria.
Our panel of presenters won't tell you how they won their national awards, they will tell you why they embarked on the journey, why you CAN and SHOULD take the first steps along the Quality Journey, and how the journey has changed their organizations for the better!
Lynn Carpenter
Lynn Carpenter is a dedicated and compassionate healthcare leader with over 35 years of experience in the healthcare industry. She is the principal/ owner of Navlyn Resources, LLC, and an adjunct faculty member in the Department of Health Management and Policy at the University of New Hampshire. Lynn has been a licensed nursing home administrator since 2002 and practiced for 18 years in skilled nursing and long-term care settings. She is a member of the New Hampshire Board of Nursing Home Administrators and served as chair from 2022-2024. Lynn received her Associate of Science in Dental Hygiene from New Hampshire Technical Institute; Bachelor of Arts in Human Services from Franklin Pierce College; Master of Health Administration from the University of New Hampshire and Doctor of Health Administration from the Medical University of South Carolina.
Rob Kleiner
With over 12 years of experience in operational leadership at Northeast Delta Dental, Rob Kleiner currently serves as the Director of Operations, overseeing multiple departments and driving initiatives to enhance quality, auditing, and customer service.
Rob is a lifelong resident of Concord and is a dedicated community leader actively involved in the nonprofit sector across New Hampshire. His board roles have included six years with the Kimball Jenkins Estate & School of Art, where he supported arts and culture in the Concord area, and currently serving as Secretary for the Concord Coalition to End Homelessness, focusing on addressing critical social challenges. Additionally, Rob contributes to educational advancements as a member of the NHTI – Concord’s Community College Board of Advisors and volunteers with Granite United Way and The Friendly Kitchen, demonstrating a commitment to poverty alleviation and community support. Rob also serves on the board for Overcomers Refugee Services.
Gail Cushing
Gail has been in the long-term care field since 1990 due to her firm belief in providing service to others in both the long-term care field and community. She has been an integral part of the Applewood family since 1995, enriching the lives of the residents on a daily basis with new ideas on creating a homelike setting. She is an active member of the Monadnock community her entire life and plans to continue investing in community relationships. Gail lead her team to earn the AHCA/NCAL GOLD - Excellence in Quality Award in 2020, the first facility in New Hampshire to earn this achievement.