Quality is defined as the combination of care and services that meet or exceed customer needs and expectations. 

Quality is multi-dimensional, a moving target, a characterization that every AHCA member strives for. Quality First, Keeping the Promise pushes quality far beyond excellence in care, which is certainly an important component of the concept, but not the sole one.  True quality requires that a facility earn the satisfaction of residents, patients and their families, a commitment from staff, and stability and efficiency within the organization.

The profession’s quality landscape has evolved a great deal since AHCA initially launched Quality First (Quality First, Keeping the Promise’s predecessor program) in 2002. For example, from 1999 to 2007, the prevalence of dehydration dropped 81.3 percent to 0.3 percent, according to "Changes in the Quality of Nursing Homes in the U.S.:  Review and Data Update" by Brown University professor Vincent Mor. Additionally, 85 percent of residents/patients and their families reported overall satisfaction in 2008, up from 82 percent in 2007, according to My InnerView. Staff satisfaction is also on the rise, according to My InnerView.

As a profession, we are making great progress toward a new level of performance excellence; AHCA is a thought leader on quality, working continuously to motivate our members to go beyond today’s standards. When a provider embraces Quality First, Keeping the Promise and the 7-5-5 Plan, the provider, facility leaders, and staff are publicly demonstrating their commitment to achieving excellence in the quality of care, the quality of services and the quality of life they provide to everyone served. AHCA joins all facility leaders and staff to renew this commitment to comprehensive quality every day.