The program – “Continuous Quality Improvement” – relies on a set of indicators that allow residents and their families to examine quality of service.

“It’s woven into the fabric of what we do – it’s a part of our company,” says Walton.

The National Quality Institute (NQI) announced Sept. 18th that it was presenting Diversicare with its Order of Excellence Award, given for continuous Excellence in Quality. The award, the highest NQI honour, follows the Canada Award for Excellence in Quality, which the company received in 2001.

Walton explains that although it wasn’t until 2000 that the company decided to start trumpeting its programs, it was in 1991 that the core identity of Diversicare was built.

A group of employees and management put together the program that year as a “collective effort to improve service,” says Walton. Indicators of quality defined the program, which initially faced ‘roadblocks’ of resistance from staff who were unwilling to buy in. The originators of the program also began to award staff for service and generally celebrate successes within the homes.

The new regime took time, says Walton.

“Front-line staff set the terms – they have power in the homes. These things take time, and you’ve got to nurture them.”

The idea to attempt to publicly celebrate the company program occurred to Walton and other management at an OLTCA meeting in 2000. Listening to other providers talk about similar programs, Walton thought – “we never celebrate what we do.”

Subsequently, the long term care/retirement home provider applied for and eventually was presented with the NQI Canada Award for Excellence in Quality.

The process of interacting with NQI surveyors, who conduct extensive, exhaustive organizational analyses before granting awards, has also helped to “focus and crystallize” the company’s program, she says.

Walton, who has held two VP portfolios for long term care providers and has 24 years in the industry, says it the company’s lack of a hierarchy that gives it its strength.

“It’s an employee based company, and we advance our own people,” she explains, pointing out that two administrators within the company started out as health care aides.

“This sounds old-fashioned, maybe, but it’s a decent, honest, honourable company. Everybody gives all they can give.”