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Member Spotlight - July 2016
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Tammy L. Marshall


Chief Experience Officer
The New Jewish Home
New York, New York
In her role, Tammy acts as the system champion dedicated to creating a world-class culture of excellence as new models of care are developed and refined. This culture will be a key differentiator for The New Jewish Home as they build an environment that promotes both a superior experience for residents, clients and families; as well as a satisfying and energizing working environment for staff. Tammy works with all departments to plan and enact improvements focused on person-directed care and processes within the New Jewish Home's strategy, vision and mission.

WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?

Bearing in mind that the position of Chief Experience Officer is new to The Jewish Home, having existed for less than a one year, my most significant accomplishment has been building an outstanding team. From the staff in our community-based services, assisted living and low-income housing programs to those in our skilled nursing and rehabilitation services, these client-experience champions are making sure that The New Jewish Home lives up to its brand promise of providing a meaningful experience for our clients in whatever place they call home.

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

My nature is not to see challenges, only opportunities. Today I see so much opportunity in The New Jewish Home’s move from traditional eldercare approaches to new ways to care for older adults – ways that encourage staff members to do what they instinctively know is right and good. The New Jewish Home has been around for over 168 years; the values that supported us over the decades hold true today. The challenge/opportunity is to retain those values while embracing the new. 

WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?

I spend a lot of time listening, observing and asking questions. What I’ve learned is that our clients have a strong desire to be seen, heard and valued. Of course that calls for biomedical care, however it also calls for something far more healing and supportive. It calls for "human medicine” -- a smile, a touch, eye contact, competent and well-prepared teams, including caregivers. This is an exciting time in healthcare because there is now evidence proving that human medicine works and improves outcomes.

WHAT DO YOU DO FOR FUN WHEN NOT WORKING?

I own a wellness center in upstate NY where I express my inner mystic and provide a sanctuary for those interested in healing from the inside out. So I teach Yoga and Meditation. I am a Massage Therapist, a Reiki Master and Hug Therapy leader as well as I facilitate workshops on women's health and how to use Food as Medicine. I love to travel to offbeat small towns around the globe; anywhere I can ride my bike and get delicious local organic food- all while basking in the company of my family and friends. Currently, I am cycling on US 1 in CA doing the road trip from San Diego to San Francisco with my only child and son Derek.

WHY DID YOU JOIN THE BERYL INSTITUTE?

The Beryl Institute’s mission and values aligns with those of The New Jewish Home. The Institute provides evidence-based best practices from which our staff learns and our clients benefit. I am delighted that the Institute’s concept of the member experience incorporates the world of long-term care. On a personal note, I am grateful that, when I am stuck or need a little inspiration, I can always find an empathy video or a learning bit that will inspire me and move me forward.

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