Is there a viable usiness case for culture change?
Grant: There are a number of forces converging that make it clear that the current way of doing business in nursing homes is not sustainable. In recent years, [the Centers for Medicare and Medicaid Services] has expanded the definition of quality measures and quality indicators. In addition, we have to understand what customers really want. When residents and family members are asked about quality of care, they don’t talk about regulatory survey deficiencies. They talk about the relationships they have with staff, the quality of nursing care, whether aides treat residents with respect. We’re beginning to pay much more attention to the voice of the customer—residents, family members, and staff. As baby boomers begin to approach retirement, their expectations are different. Facilities that are able to transform successfully will have a huge competitive advantage, compared with those stuck in the old model.
