Focus on the Customer
The customer is someone who depends on a provider to meet his or her needs. Evergreen’s primary customers are the residents and their families; our secondary customers include employees, volunteers, and donors. Our goal is not only to meet customer needs but also to exceed their expectations whenever possible. We do this by responding to the uniqueness of each individual.

Communicate Continuously
Our commitment to quality improvement requires constant and effective communication. All customers and providers must understand the need for quality and be able to communicate opportunities for improvement. Ongoing evaluations of such communications can prevent future problems and will ultimately improve the success of our quality improvement initiative.

Improve Efficiency of Processes
Continuous improvement of processes used in our daily jobs helps to eliminate waste and rework, prevent future problems, and reduce operating costs.

Educate Continuously
All Evergreen customers and providers need to be educated about Continuous Quality Improvement (CQI). Employees receive training in communication, teamwork, and problem solving. These skills are necessary to implement CQI and meet customer needs.

Utilize Problem Solving Tools
All employees are trained to use the basic quality tools that identify the causes of and find solutions for problems in their daily work.

Empower All Employees
In order to utilize their talents and abilities, employees are empowered through involvement in decision-making and participation on problem solving teams.

Demonstrate Leadership
A total dedication to quality starts with the support of the Board of Directors and the Evergreen Leadership Team. Management promotes the CQI initiative by empowering all staff to work together, to effectively manage responsibilities, and to participate in making decisions.

Guide Process
The Quality Council develops long range plans to facilitate and monitor the CQI process. Representing a cross section of the organization, the Quality Council members provide leadership and support for one other.

Link to the Community
Involving area businesses and suppliers in Evergreen’s CQI process increases the probability of success and provides for quality and productivity improvement.

Ensure Proper Use of Resources
Evergreen’s continual monitoring of cost in money, manpower, and materials is essential to the success of the organization.

Function as a Leader in the Long-Term Care Industry
Evergreen is recognized as a leader in long-term care. Through continuous study and research Evergreen develops and shares innovative approaches to creatively meet or exceed customer expectations.

Recognize, Reward and Celebrate
Quality happens through people who make it happen individually and in teams. Evergreen employees are generously recognized, appropriately rewarded and regularly celebrated.