Printed Workbook and Text Book

Shipped directly to you. No downloading or printing.

On-Demand Video Lessons

Step-by-Step guidance through each silver category, so you always know what to write.

Templates and Examples

Ready to use tools that make writing faster and less stressful.

About the course

This self-study program was created by someone who understands both sides of the quality award process. As a Quality Award master examiner, I know what reviewers look for. As a long-term care leader and consultant, I know what centers are actually dealing with day to day. This program bridges that gap, helping you translate the work you're already doing into a strong, examiner-ready application.

Meet Your Instructor

Ralph Peterson has served for more than a decade as an AHCA/NCAL National Quality Award Master Examiner. He has reviewed hundreds of Quality Award applications and created the Inside the Quality Awards series to help providers better understand the process. As an examiner, consultant, educator, and former operator, Ralph brings a dual perspective that helps organizations translate real-world operations into strong, examiner-focused applications.

Curriculum

24 Chapters · 123 Lessons

    1. (Included in full purchase)

      How to Use This Course

    2. (Included in full purchase)

      Technical Requirements

    3. (Included in full purchase)

      Official AHCA/NCAL Silver Packet (2026)

    4. (Included in full purchase)

      Silver Criteria Template 📖 (please download)

    5. (Included in full purchase)

      🥈 Silver Quality Award Workbook 2025/2026 🥈

    6. (Included in full purchase)

      📝 Sentence Starters_Silver 2025/2026

    7. (Included in full purchase)

      ☎️ Need Help? Schedule a call with Ralph here:

    1. (Included in full purchase)

      Understanding the Questions: Who | What | How ⁉️🙋‍♂️

    1. (Included in full purchase)

      Transforming Bronze into Silver

    2. (Included in full purchase)

      Transforming Bronze into Silver with Ralph Peterson

    1. (Included in full purchase)

      Organizational Profile Overview (Start Here)

    2. (Included in full purchase)

      P.1a Organizational Description (Criteria)

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      P.1a(1) Key Characteristics, Services & Delivery Methods

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      P.1a(2) Mission, Vision, Values & Culture

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      P.1a(3) Workforce Profile

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      P.1a(4) Assets

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      P.1a(5) Regulatory Environment

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      P.1b Organizational Relationships (Criteria)

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      P.1b(1) Understanding Organizational Relationships

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      P.1b(2) Key Customers & Stakeholders

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      P.1b(3) Suppliers, Partners & Collaborators

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      P.2a Organizational Situation (Criteria)

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      P.2a(1) Competitive Position

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      P.2a(2) Competitiveness Changes

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      P.2b Strategic Context (Criteria)

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      P.2b(1) Strategic Advantages & Challenges

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      🙃🙃🙃🙃 Section P.2.b.1: The Heart of the Organizational Profile! (Strategic Advantages & Challenges) 💡

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      P.2c Performance Improvement System (Criteria)

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      P.2c Problem Solving & Performance Improvement

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      1.1 Senior Leadership (Criteria)

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      1.1a Senior Leadership

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      1.1b Deploying Mission, Vision & Values

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      1.1c Communication & Engagement

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      1.1d Creating a Focus on Action

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      1.1e Evaluating & Improving Leadership Approaches

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      1.2 Governance & Societal Contributions (Criteria)

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      1.2a Organizational Governance & Societal Contribution

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      1.2b Evaluating Senior Leaders

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      1.2c Ensuring Ethical Behavior

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      1.2d Supporting Key Communities

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      1.2e Evaluation, Improvement & Societal Contributions

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      2.1 Strategy Development (Criteria)

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      2.1a The Strategic Planning Process

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      2.1b Data & Information in Strategic Planning

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      2.1c Aligning Strategic Objectives & Challenges

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      2.1d Evaluating & Improving Strategy Development

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      2.2 Strategy Implementation (Criteria)

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      2.2a Turning Objectives into Action Plans

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      2.2b Translating Strategy into Action

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      2.2c Resourcing Your Action Plans

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      2.2d Adapting to Unexpected Change

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      2.2e Evaluating & Improving Implementation

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      3.1 Customer Expectations (Criteria)

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      3.1a Understanding Customer Expectations

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      3.1b Listening Beyond Current Customers

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      3.1c Expectations & Service Offerings

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      3.1d Evaluating & Improving Customer Listening

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      3.2 Customer Engagement (Criteria)

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      3.2a Building & Enhancing Relationships

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      3.2b Effective Grievance Management

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      3.2c Ensuring Fair Treatment

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      3.2d Deepening Customer Engagement

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      3.2e Evaluating & Improving Engagement

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      4.1 Measurement, Analysis & Improvement (Criteria)

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      4.1a Mastering Performance Metrics

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      4.1b Key Daily & Overall Performance Measures

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      4.1c Identifying Improvement Priorities

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      4.1d Using Comparative Data for Decisions

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      4.1e Evaluating & Improving Data Processes

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      4.2 Information & Knowledge Management (Criteria)

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      4.2a Information vs. Knowledge Assets

    3. (Included in full purchase)

      4.2b Data Accuracy & Availability

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      4.2c Data Security: Physical & Cyber

    5. (Included in full purchase)

      4.2d Identifying & Sharing Best Practices

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      4.2e Exploring Innovation

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      4.2f The Art of Organizational Learning

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      5.1 Workforce Environment (Criteria)

    2. (Included in full purchase)

      5.1a Building an Effective & Supportive Team

    3. (Included in full purchase)

      5.1b Assessing Capability & Capacity

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      5.1c Recruitment, Hiring & Onboarding

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      5.1d Capability & Capacity in Practice

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      5.1e Evaluating & Improving Workforce Processes

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      5.2 Workforce Engagement (Criteria)

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      5.2a Engaging for Retention & High Performance

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      5.2b Workforce Performance Management

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      5.2c A Culture of Open Communication

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      5.2d Equity & Inclusion

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      5.2e Assessing Workforce Engagement

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      5.2f Personal vs. Organizational Development

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      5.2g Evaluating Leaders on Engagement

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      6.1 Work Processes (Criteria)

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      Key Work Processes (Examples)

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      6.1a–c Understanding Key Work Processes

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      6.1d Key Work Processes in Depth

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      6.1e Demonstrating Learning Through Improvement

    1. (Included in full purchase)

      6.2 Operational Effectiveness (Criteria)

    2. (Included in full purchase)

      6.2a Operational Effectiveness in Senior Care

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      6.2b Creating a Safe Environment

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      6.2c Disaster Preparedness

    5. (Included in full purchase)

      6.2d Navigating Recovery

    6. (Included in full purchase)

      6.2e Learning & Improvement

    1. (Included in full purchase)

      Section 7 Overview

    2. (Included in full purchase)

      How an Examiner Reads Section 7

    3. (Included in full purchase)

      Graph Review: How to Report Results

    4. (Included in full purchase)

      How to Create a Graph for Section 7

    5. (Included in full purchase)

      Key Graph Requirements

    6. (Included in full purchase)

      Google Sheets Graph Titles

    7. (Included in full purchase)

      7.5 Strategy Achievement — Required

    1. (Included in full purchase)

      7.1 Health Care & Process Results (Criteria)

    2. (Included in full purchase)

      7.1a Health Care Results

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      7.1b Process Results

    4. (Included in full purchase)

      Assisted Living: Common Health Care Results

    1. (Included in full purchase)

      7.2 Customer Results (Criteria)

    2. (Included in full purchase)

      7.2 Customer Results

    1. (Included in full purchase)

      7.3 Workforce Results (Criteria)

    2. (Included in full purchase)

      7.3 Workforce Results

    1. (Included in full purchase)

      7.4 Leadership & Governance Results (Criteria)

    2. (Included in full purchase)

      7.4 Leadership & Governance Results

    1. (Included in full purchase)

      7.5 Financial, Market & Strategy Results (Criteria)

    2. (Included in full purchase)

      7.5 Future Look: Strategy Achievement

    3. (Included in full purchase)

      7.5 Financial, Market & Strategy Results

    1. (Included in full purchase)

      Your Silver Application Is the First Draft of Your Gold One

    1. (Included in full purchase)

      Root Cause Analysis & Evaluation Tool

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