Eldercare executive has more than 25 years’ experience in person-directed care
NEW YORK NY: June 14, 2016—The New Jewish Home, one of the nation’s largest and most diversified nonprofit geriatric health and rehabilitation systems, has named veteran eldercare executive Tammy L. Marshall its first Chief Experience Officer. Ms. Marshall was previously the organization’s Director of Green House Education.
In her new position, Ms. Marshall is responsible for leading the organization’s efforts to create the best possible experience for everyone whom the organization touches. This includes the 12,000 clients cared for each year at its three campuses and through its Care at Home home-health operation, and the 3,500 staff members.
The decision to create the position of Chief Experience Officer, or CXO, as the position is known, grew out of The New Jewish Home’s embrace of The Green House® Project, a groundbreaking model of long-term care. Ms. Marshall’s chief responsibility will be to ensure that the central tenet of that model—that individuals’ wishes rather than institutional convenience are at the center of every care decision—permeates every aspect of the organization.
The Green House approach complements a movement within the healthcare sector to redesign the care process around the client, a philosophy that goes well beyond adding amenities like televisions and piped-in classical music in waiting areas and on-site gourmet coffee shops. It is about the way nurses and doctors talk to clients at bedside, about making sure that clients and their families are listened to about the care they receive, and about treating clients as full human beings rather than as collections of physical problems to be solved.
As Jewish Home’s first CXO, Ms. Marshall will be charged with breaking through hierarchies and department silos to enlist help from employees at all levels of the organization in rethinking the client experience. That experience starts the minute a client enters the building (or a Jewish Home healthcare professional enters a client’s home) and continues throughout the care process. It encompasses every interaction a client has, not only with healthcare providers, but also with administrators, housekeeping and maintenance staff, food service personnel, and anyone else with whom clients come into contact during and after their stay. Fostering relationships among previously independent staff functions, and new kinds of connections between staff members and those they care for, will be a critical part of Ms. Marshall’s job.
Said Audrey Weiner, President and CEO, The New Jewish Home: “There is no one better qualified to become our first chief experience officer than Tammy Marshall. She brings to the job not only the technical skills and the experience required, but also an unparalleled commitment to the humanity that underlies the Green House model and person-directed care. She is an unrepentant evangelist for the right of clients and those who care for them to live fully realized lives in which their wishes and their contributions are uniquely valued.”
To help The New Jewish Home become a fully Green House, client-directed culture, Ms. Marshall is overseeing a staff training program in the core Green House values of “meaningful life,” “real home” and “empowered staff.” She is also leading the work of the three newly opened Green House-based Small House residences on Jewish Home’s Westchester Campus in Mamaroneck, and has overseen the transformation of a 38-bed Manhattan skilled nursing unit into a Green House “learning laboratory.”
All of these activities are helping Jewish Home to get ready for the 100 percent Green House-designed and -operated facility which The New Jewish Home plans to build in Manhattan. To be called The Living Center of Manhattan, the 20-story structure will be New York City’s first Green House residence and the first to be built in a major urban environment. In keeping with The New Jewish Home’s focus on putting clients’ wishes first, several of The Living Center’s 22 individual Green House households will be kosher and, in another first for New York City, at least one will be all-LGBTQ, although LGTBQ residents will be welcome in every household.
As is the case in the Green House-based Small Houses on the Westchester campus, The Living Center of Manhattan will employ a new model of staffing in which CNAs become universal workers who work together in flexible, self-managed teams. The transition to this new model of staffing, and the development of other staff-enhancement programs for all employees, is another key part of Ms. Marshall’s new portfolio.
Before joining The New Jewish Home in 2013 as Director of Green House Education, Ms. Marshall was Chief Nursing Officer at Susquehanna Nursing & Rehabilitation Center in Johnson City, NY. She previously spent nine years in increasingly senior positions at Loretto, a large long-term care system in upstate New York, leaving after having served for four years as Vice President for Mission Integration & Strategic Planning. Ms. Marshall holds a BS in Nursing from Keuka College in Keuka Park, NY, and is a Fellow of the Leadership Program of the Health Foundation for Western & Central New York.
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About THE NEW JEWISH HOME: Serving New Yorkers of all faiths and ethnicities for 168 years, The New Jewish Home (formerly, Jewish Home Lifecare) is transforming eldercare as we know it. One of the nation’s largest and most diversified not‐for‐profit geriatric health and rehabilitation systems, Jewish Home serves 12,000 older adults each year, in their homes and on three campuses, through short-term rehabilitation, long‐term skilled nursing, low-income housing, and a wide range of home health programs. Jewish Home believes that high quality care and personal dignity are everyone’s right, regardless of background or economic circumstances. Technology, innovation, applied research and new models of care put The New Jewish Home at the vanguard of eldercare providers across the country. For more information, visit www.jewishhome.org.