Center for Health Care Quality Licensing & Certification Interim Stakeholder Meeting 1 February 26, 2015

Agenda Welcome and Overview Work Plan Update Overview of CHCQ Draft Strategic Map Performance Metrics Overview of Budget Change Proposals Open Dialogue Next Steps 2

Welcome 3

Process Overview and Ground Rules 4

Work Plan Update Leadership, Strategic Planning and Customer Focus RecommendationCDPH Priority Tier 1. Build a Visionary Executive Leadership Team High 2. Create a Change Management and Governance Structure Urgent 3. Expand External Stakeholder Engagement Urgent 4. Develop and Implement a Strategic Plan High 5. Restructure L&C for Increased Efficiency and Accountability High 6. Overhaul Approach for LA County Workload Management and Oversight Urgent 5

Work Plan Update Measurement, Analysis and Performance Improvement RecommendationCDPH Priority Tier 7. Establish and Monitor Key Performance Indicators Urgent 8. Build Capacity for Ongoing Organizational Improvement Urgent 6

Work Plan Update Workforce RecommendationCDPH Priority Tier 9. Improve Hiring and Promotion Processes High 10. Develop a Staffing Model and Workforce Plan High 11. Design and Implement a HFEN Recruitment Strategy and Campaign Urgent 12. Design and Implement an Employee Retention Plan for District Offices High 13. Improve HFEN On ‑ Boarding and Initial Training Medium 14. Improve On-Boarding and Initial Training for Non-HFEN Staff Medium 15. Implement a Comprehensive Program for Ongoing Training and Staff Development Medium 16. Develop and Implement a Leadership and Management Skills Development Program Medium 7

Work Plan Update Operations RecommendationCDPH Priority Tier 17. Improve Communication, Collaboration, and Sharing of Best Practices Urgent 18. Implement Lean Thinking for Key Work Processes High 19. Deploy IT Hardware and Software Upgrades Medium 20. Update Policies & Procedures High 21. Update Regulations High 8

Questions and Comments 9

The Strategic Map Format 10

Ensure Quality and Timeliness of Programmatic Workload Ensure a Productive, Engaged Workforce Improve Statewide Practices Draft 11/06/14 A B C Engage Internal and External Stakeholders D CDPH Center for Health Care Quality Strategic Map: Improve the Center’s Effectiveness in Promoting Quality Health Care and Facilities Improve Quality and Use of Data for Decision-Making E Identify and Monitor Key Performance Indicators Expand the Quality Assurance and Improvement Process Improve Efficiency of Key Work Processes Determine Workforce Needs/ Staffing Model Improve Hiring, Retention and Promotion Processes and Timeliness Provide Ongoing Training and Development to All Staff Organize the Center to Increase Efficiency and Accountability Standardize and Communicate Program Processes Identify and Disseminate Best Practices Build Capacity for Ongoing Performance Management F Develop and Achieve Performance Standards

Strategic Map: Survey Monkey 12  We are seeking your feedback on the CHCQ Strategic Map.  Visit our Stakeholder Forum web page for a link to our survey. ges/CHCQStakeholderForum.aspx  The survey will be available until COB March 13

Questions and Comments 13

Long-Term Care Facilities Performance Metrics – Complaint Response Timeliness Source: (Published 2/3/15)

Long-Term Care Facilities Performance Metrics – Complaint Disposition Source: (Published 2/3/15)

Long-Term Care Facilities Performance Metrics Source: (Published 2/3/15)

Long-Term Care Facilities Performance Metrics Source: (Published 2/3/15)

Long-Term Care Facilities Performance Metrics Source: (Published 2/3/15)

Long-Term Care Facilities Performance Metrics Source: (Published 2/3/15)

Long-Term Care Facilities Performance Metrics Source: (Published 2/3/15)

Long-Term Care Facilities Performance Metrics – Timeliness of ERI Response Source: (Published 2/3/15)

Long-Term Care Facilities Performance Metrics – Disposition of ERI Response Source: (Published 2/3/15)

Long-Term Care Facilities Performance Metrics Source: (Published 2/3/15)

Long-Term Care Facilities Performance Metrics Source: (Published 2/3/15)

Long-Term Care Facilities Performance Metrics Source: (Published 2/3/15)

Long-Term Care Facilities Performance Metrics Source: (Published 2/3/15)

Long-Term Care Facilities Performance Metrics Source: (Published 2/3/15)

Professional Certification Branch Performance Metrics – Complaint Response Timeliness 28

Professional Certification Branch Performance Metrics – Complaint Disposition 29

Professional Certification Branch Performance Metrics 30

Professional Certification Branch Performance Metrics 31

Professional Certification Branch Performance Metrics 32

Professional Certification Branch Performance Metrics 33

Professional Certification Branch Performance Metrics 34

Professional Certification Branch Performance Metrics 35

Questions and Comments 36

CHCQ Budget Proposals  $9.5 M for additional positions to conduct licensing and certification field work in Los Angeles County.  237 new positions to conduct licensing and certification field work in the rest of the state.

CHCQ Budget Proposals  3.0 positions to provide on-site oversight, perform workload management, training, and quality improvement activities to improve the efficiency and effectiveness of Los Angeles County licensing and certification activities.

CHCQ Budget Proposals  $2 M from the Internal Departmental Quality Improvement Account to implement quality improvement projects recommended by Hubbert Systems “Remediation Recommendations” report.

Questions and Comments 40

Open Dialogue 41

Meeting Record and Follow-Up Questions may be sent to: Meeting report and monthly updates will be posted at: CQStakeholderForum.aspx 42

Save the Date Next Semi-Annual Stakeholders’ Forum will be: Friday September 4, a.m.- 11 a.m. 43