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# Kindred Nursing and Rehabilitation – Mountain Valley

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## Malcolm Baldrige National Quality Award**2016 Award Recipient, Health Care**

**Highest-Ranking Official***Maryruth ButlerExecutive Director

Public Affairs Contact

**At time of award*

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**For more information**Kindred Nursing and Rehabilitation - Mountain Valley601 West Cameron AvenueKellogg, Idaho 83837(208) 512-2767baldrige [at] kindred.com (baldrige[at]kindred[dot]com)www.mountainvalleycare.com

Providing hope and promoting healing and recovery: that is the mission of Kindred Nursing and Rehabilitation - Mountain Valley, a 68-bed skilled nursing center in Kellogg, Idaho, a rural community set in the foothills of the Rocky Mountains. Kindred - Mountain Valley is operated by Kindred Healthcare Inc., a for-profit corporation with approximately 90 centers across the nation. Kindred - Mountain Valley provides skilled nursing and rehabilitation services for patients who require short-term (six months or less) and long-term (longer than six months) care. The center has 92 employees on staff and reports a total net revenue of $6.4 million.

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## **Highlights**

                  - For seven consecutive years, Kindred - Mountain Valley has achieved a five-star quality rating—the highest possible—from the Centers for Medicare and Medicaid Services. Less than 1 percent of 15,600 skilled nursing facilities nationwide achieved the five-star rating over that period of time.
                  - One-hundred percent of Kindred - Mountain Valley residents and family members surveyed have expressed either “very” or “extreme” overall satisfaction levels since 2013, which is above the national industry average by 20 percent for residents and by 10 percent for families.
                  - Kindred - Mountain Valley maintains a 90 percent employee retention rate, which is more than 20 percent above the national industry average.
                  - Kindred - Mountain Valley’s occupancy rate of 89 to 90 percent has exceeded national and state benchmarks from 2010 to 2016.

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## **Mountains of Recognition for Superb Care**

                  - For seven consecutive years, Kindred - Mountain Valley has achieved a five-star quality rating—the highest possible—from the Centers for Medicare and Medicaid Services, a ranking designed to help potential residents, families and caregivers compare nursing homes. Less than 1 percent of 15,600 skilled nursing facilities nationwide achieved the five-star rating over that period of time.
                  - Kindred - Mountain Valley was listed in 2016 by  U.S. News and World Report  as one of the “Best Nursing Homes” in the United States. The center received five-star scores—the highest possible—in all three rating categories: health inspections, nurse staffing, and quality measures.
                  - In 2016, Kindred - Mountain Valley received a “deficiency-free survey” from the Idaho Department of Health, which requires each nursing and rehabilitation facility in the state to be thoroughly inspected and evaluated in areas such as safety, quality of care, patient rights, food service, nursing care, and administration.
                  - Kindred - Mountain Valley earned the 2011 Gold - Excellence in Quality Award from the American Health Care Association/National Center for Assisted Living. The national honor is based on the Baldrige Award.

## **A Healthy Dose of Customer Satisfaction**

                  - Based on an analysis of Centers for Medicare and Medicaid Services data comparing nursing homes, Kindred - Mountain Valley demonstrates the “best possible results” for several long- and short-term resident outcomes. For example, since 2014, the center has achieved the best possible performance for pain management for long-term residents and outperformed state and national benchmarks by 10–20 percent for short-term residents.
                  - One-hundred percent of Kindred - Mountain Valley residents and family members surveyed have expressed either “very” or “extreme” overall satisfaction levels since 2013, which is above the national industry average by 20 percent for residents and by 10 percent for families.
                  - Based on social media ratings listed by Reputation.com, a provider of online reputation management technology and services, Kindred - Mountain Valley’s scores significantly exceed the target levels set by its parent, Kindred Healthcare, the largest provider of post-acute care in the United States.
                  - Kindred - Mountain Valley outperforms the Idaho state benchmark for customer survey dissatisfaction results and currently has zero citations.

## **Dedication to Employees Yields Dedication to Mission**

                  - Kindred - Mountain Valley maintains a 90 percent employee retention rate, which is more than 20 percent above the national industry average.
                  - Nursing staff turnover for Kindred - Mountain Valley is 22 percent compared to the 50 percent or higher levels typically seen nationally for nursing homes.
                  - Nearly 100 percent of the workforce reports feeling encouraged to come up with new and better ways for the center to operate. The same number reports that they have received proper training to do a quality job.
                  - Kindred - Mountain Valley increases its workforce capability and capacity through online scheduling, cross training, ongoing education, and career advancement. With a strong, loyal workforce in place, direct staff care hours are consistently above state, national, and competitor results.

## **Involving All Stakeholders Drives Excellence**

                  - To ensure excellent customer service, Kindred - Mountain Valley incorporates several approaches including senior leader visits (known as “rounding”) with residents, regular care planning meetings, post-discharge follow-up calls, input from the resident council, the center’s Service Excellence and Open Door programs, and regular “Stand Up” meetings (5- to 10-minute daily update sessions where everyone stands to keep the meeting focused and short).
                  - Kindred - Mountain Valley’s Service Excellence Program measures the level of service provided to all of its customers. The program consists of eight elements for success: pride, compassion, fun, teamwork, integrity, respect, professionalism, and responsibility.

## **Sound Management Makes for Sound Finances**

                  - Kindred - Mountain Valley’s occupancy rate of 89 to 90 percent has exceeded national and state benchmarks from 2010 to 2016.
                  - Compared to national data from its parent company, the center demonstrates favorable levels and trends for actual and targeted financial marks in four areas: average wage rate, total net revenue, Medicaid revenue, and Medicare Part B revenue.
                  - Meeting one of its financial strategic goals, the accounts receivable days (the number of days that a customer invoice is outstanding before it is collected) for Kindred - Mountain Valley is 28.2 days. This is significantly lower than its targeted mark of 40 days.

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