By JON BAKER

EAST PROVIDENCE — The stunning discovery came at about 4:15 p.m., Thursday, May 22.
That’s when Sandy Sarza, executive director of Chestnut Terrace Nursing and Rehabilitation Center, found out via telephone that she and her 74-member staff had received a “Step II” achievement award from the American Health Care Association and National Center for Assisted Living.

“I was sitting here doing what I always do, and -- when I found out -- I screamed; I was overjoyed,” laughed Sarza, who has controlled the Wampanoag Trail facility (formerly known as Kindred Heights) for three years now. “I ran out into the (first-floor) hallway, and told Jean Aubin, the director of nurses. She just looked at me and said, ‘That’s wonderful!’ She had worked on the application with me.”
Because of the staff’s demonstration of extraordinary commitment to quality care for the region’s frail, elderly and disabled, Chestnut Terrace became one of only 23 centers across the country to receive this particular level of recognition from the AHCA/NCAL Quality Award Program.
Likewise, Sarza stated, it was the only one of 240 centers nationwide within the Louisville, Ky.-based Kindred Healthcare Inc. system -- and the lone victor in Rhode Island -- to garner the accolade.
“Chestnut Terrace is at the forefront of the quality movement, and we applaud them for their efforts to incorporate processes which demonstrate enhanced quality,” offered AHCA/NCAL President and Chief Executive Officer Bruce Yarwood. “Quality improvement is a dynamic, ongoing process, and Chestnut Terrace’s organizational and performance excellence results in exceptional care for their residents; and makes them a deserving recipient of this prestigious award.”
The 58-bed center specializes in rehabilitation -- including occupational, physical and speech therapies and infection management -- and staff members work with those with everything from Alzheimer’s and other dementia-type afflictions to people who have undergone fractured hip or knee surgeries. That’s why Sarza calls it a 24-hour, skilled nursing facility.
Earlier this year, Chestnut Terrace received a deficiency-free survey awarded by the Department of Health; and, back in June 2006, it snared the AHCA/NCAL Step I Award, that for producing an organization-wide commitment to a resident-focused vision and mission statement, conducted customer satisfaction surveys and data to show customer expectations had been met.
To be honest, and fair, you can’t collect a Step II award without first being selected a Step I recipient.
Sarza admitted she can’t wait to accept the laurel during the 59th AHCA/NCAL Convention and Exposition in Nashville, Tenn. on Oct. 5-8.
“We’re the first center ever to win an AHCA/NCAL Step II Award in Rhode Island, and it means so much,” she said. “This just recognizes what we do every day. I know 50 of our 240 Kindred centers nationwide applied (for Step II), and we were the only winner in 2008. That’s just wonderful. It’s incredible.
“I will also say this: It wasn’t easy to put together the application,” she added.
Sarza explained she composed an 18-page presentation to a panel of AHCA judges in March, and pointed at a six-inch high stack of reports to exhibit those she had to study.
“You have to look at them and write, then rewrite, and then edit and re-edit to meet all the criteria in the application,” she smiled. “I love to write, and I don’t mind editing, either, but this was tough.”
Those criteria included: How one embodies the core values of the center; detailed plans for continued success; resident-focused excellence (is it more than satisfactory to those receiving long-term care?); management by fact (utilzing data for improvement); organizational and personal learning of employees about residents; the true valuing of staff and partners (encouragment of participation in residents’ daily lives); systems perspective, agility and managing for innovation; and, finally, focusing on results and creating value.
“It took a month or two to complete, and it was a difficult procedure; I worked on it, with help from Jean, in blocks of time, but I’d guess it took about 80 ‘woman’ hours,” Sarza offered. “In Part 8, we had to look at deficiencies you had from the Department of Health during the annual survey, and also include charts and graphs.
“In other words, you had to show comparisons and contrasts of your center’s deficiencies, compared to, say, Rhode Island state averages in residents’ and families’ satisfaction,” she added. “The thing is, we work on everyone with things from broken knees to even elective surgeries. We also have an infections program, where staff helps people recovering from MRSA or VRE. Those are antibiotic-resistant infections.”
For Sarza, this became a stellar way to switch from the center’s old moniker -- Kindred Heights, which it has been since its opening in about 1963 -- to Chestnut Terrace, which occurred officially just two weeks ago. She claimed the change made it easier for tax purposes, and also to avoid confusion with the corporation name Kindred Healthcare Inc.
“I think the heart of this (honor) goes to the staff,” Sarza stated. “The residents and staff, everyone involved, were thrilled. It’s a major accomplishment, and it’s a testament to everyone’s hard work day-in and day-out.
“There’s no secret to this,” she continued. “Pure and simple, you can’t work in this field if you don’t care genuinely about people, and this staff does. Here’s an example: We have what’s known as an ‘Angel Care’ program, where every resident is assigned an ‘Angel.’ The whole idea is for that person to check on a resident every time he or she is at work; that is, their mindset, their comfort level. Honestly, you develop bonds that are above and beyond the call of duty. These people really get close.”
The most prestigious accolade offered by AHCA/NCAL is the Step III award, and rarely is one given.
“They’re really tough to come by,” Sarza smiled, “but we’re going to try. Can it happen? Hey, anything’s possible.”