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Session 37 | Elevating Excellence: Harnessing the Baldrige Framework for Customer Satisfaction and Engagement
Time: 5:30 to 6:30 p.m.
Type/Topic: Technology and Quality Innovations
Room Location: Celebration 3 & 4
Session Summary
The Baldrige Framework for Performance Excellence provides centers with a powerful tool to enhance customer satisfaction and engagement through a structured approach to quality management. By focusing on key areas such as leadership, strategic planning, customer focus, and process management, the framework helps organizations identify and address the needs and expectations of residents and their families. This session will explore how centers can implement Baldrige principles to gather meaningful feedback, analyze customer satisfaction data, and create a culture of responsiveness and care. Attendees will learn how to utilize the framework to foster stronger relationships with residents, improve overall service quality, and enhance the resident experience.
Presenters
Kelly Smith, PhD, CLSSBB, CPHQ
Owner | Q3 Healthcare Consulting, LLC
About the Presenter
Dr. Kelly Smith holds a doctoral degree in Aging Sciences, is a Certified Professional in Healthcare Quality, and holds a Lean Six Sigma Black Belt Certification. She is also a gubernatorial appointee for the Governor's Panel for Excellence in Long Term Care and a Gold Examiner Team Lead for the AHCA/NCAL Quality Award Program. Through her knowledge of quality improvement methodologies and professional experience, Dr. Smith focuses on quality and process improvement across the long term care continuum.
Pamela Carrube
Senior Consultant | Q3 Healthcare Consulting, LLC
About the Presenter
Pam is a seasoned healthcare professional with over 25 years of experience in long term care, offering a diverse and progressive background in both clinical and operational roles. She has served in various facility-based positions, including Staff Nurse, ADON, DON, and Sr. Director of Nursing, as well as regional roles as a Nurse Educator and Education Manager. Pam has also held Director and VP-level positions in Human Resources, Learning, Team Member Development, and Program Management at organizations such as Genesis Eldercare, Opis Senior Services Group, and Orchid Cove Health Group. Most recently, she has contributed her expertise as a Senior Clinical Consultant at Saltmarsh, Cleaveland and Gund, and Q3 Healthcare Consulting. Pam is passionate about Organizational and Professional Development and its impact on driving quality, sustainable corporate cultures, and efficient process improvements. She adds significant value by cultivating trust-based relationships, and working cross-functionally to design and implement strategic organizational structures. Pam is a Registered Nurse with certifications in Gerontological Nursing, Quality and Process Improvement, Healthcare Safety, Dementia Care, and Human Resources.