Atria’s Quality Enhancement program is thorough. Twice a year, communities undergo comprehensive assessments, measuring and scoring over 400 indicators that encompass every aspect of life within a community.
Preparing for such an inspection can be daunting, but Atria communities in Texas have discovered an effective tactic to leave them well-equipped and deeply informed for the inspection process.
The secret to their success? A voluntary QE Task Force that visits nearby Atria communities to collaborate, conduct mock audits and provide blueprints for improvement.
“For my region, I wanted to change the mindset surrounding quality audits,” says Katrina Kirkpatrick, Regional Vice President for Greater Houston. “Instead of something we’re always getting ready for, I wanted quality to be something we lived every day.”
By adopting a proactive approach, participating communities identify potential issues and receive feedback before the actual audit occurs.
The volunteers serving the Task Force benefit from broadening their perspectives and gaining insights into different team approaches, which they can then take back to their own communities.
“What makes this Task Force initiative truly unique is that volunteers often audit departments outside their typical areas of expertise,” Katrina says. “Cross-departmental knowledge broadens their understanding of how different parts of the community operate. It also lets team members see how different roles and departments influence each other.”
A typical QE Task Force contains about eight individuals who travel together to similarly sized communities in their region.
There, they perform a comprehensive audit that takes nearly an entire day, before their findings are shared and reviewed.
“We even have official shirts,” says Katrina, demonstrating her attire. “On the back, it says, ‘No mercy,’ which is our lighthearted motto. But in a playful way, it expresses that we’re not coming in just to say, ‘You’re doing everything wonderfully.’ The goal is to identify improvement areas and discuss them in detail.”
Those initially hesitant to invite a group into their workplace for critique have quickly been won over by the camaraderie between communities and the impressive results they achieve.
The very first community to participate in the QE Task Force underwent their official audit just two weeks later, excelling in every area and even receiving a Q Award, Atria’s highest honor for quality.
“We received five Q Awards for the region, so we know the process is working,” says Katrina. “So far, only department directors have taken part in the program. But due to its popularity we want all employees to be able to join a task force in the near future. Our goal is for every community to win a Q Award.”
As the popularity of the QE Task Force continues to grow and participants gain broader knowledge and expertise, this goal is well within reach.