A Nursing Home Administrator's Perspective on Culture Change: Tockwotton's Commitment to Resident-Centered Care

Tockwotton Home, a 150+-year-old long-term care organization reinvented itself by adopting the household model of management ("culture change") to enable residents to play an integral role in self-directing their care. Staff was cross-trained and cross- certified to be nimble in meeting resident needs. In addition to philosophical changes, the organization made a $53.2M investment in a new building with architectural features that reflected the new focus. The process of change, the resources facilitating this change and our responses to challenges are described. Early indicators (and long-term studies at other institutions) have suggested that the new model of care is leading to fewer medications, falls and pressure ulcers and higher resident satisfaction.