How did the idea for your project develop?

As the service in our independent dining room evolved to a buffet style menu with items served course-by-course, restaurant style, it allowed those residents an opportunity to make choices that the traditional "tray line" service did not. Once that dining room was at its optimum in terms of the quality of service delivered, we were inspired to replicate it in the resident unit dining rooms, for all residents regardless of their diet, texture or medical status. It is very rare that a quality improvement project such as this can positively impact 100% of residents.

How will it make life/care better for residents/staff?

On many levels the quality of life for residents has improved, which translates to better care, as indicated by the decrease of supplement use by an average of 33%. The staff members have become less task-focused and have shifted towards a more resident centered model. Staff is now more empowered meet the residents' dining needs which has translated into other areas of daily care provided. Our residents have also become more in control, as more of the decision making surrounding their meal choice has been returned to them. This in turn has elevated the relationship between the staff and the residents they serve.

What do you hope to accomplish through this project?

Within the center, the initial goals of this project have been exceeded. We hoped to positively impact the quality of life of our residents, by modifying the quality of their meal service, by providing them with choices. We felt this would directly contribute to our resident and family satisfaction with their care, and eliminate any concerns our customers had regarding the meal program. We also hoped we would "hardwire" the "resident-centered care" philosophy of "culture change" by transitioning our traditional meal service program, and demonstrate to ourselves and others that this sort of evolution could occur. On a much larger scale, now that we have been proven successful and demonstrated outcomes beyond our expectations, we want to share our experience, both the positives and the negatives, with those in the long-term care field who are looking for guidance, support and examples of projects that can be successful.

What do you hope others will learn from your work?

Although this project had a lifespan of about four years from concept to implementation, all the perceived barriers along the way became opportunities for improvement. For the entire team it is an example of believing in something and persevering until it is achieved. We were able to conquer so many hurdles along the way; we therefore hope to avail others of the opportunity to plan and implement their own system in a much shorter period of time, by providing them with a solid work plan which enumerates all facets of the program.

What does winning this award mean to you?

In addition to being a tremendous honor for the center to be nationally recognized, it is validates the importance of this project for each and every staff member, as it required an enormous amount of hard work, dedication, and teamwork to implement. For those of us in long-term care whose daily routine becomes "normal", it reaffirms the magnitude of the project's importance by being able to "practice" resident-centered care every day. Further, the award provides evidence that it is both important and worthwhile to "think outside the box", and move beyond the traditional boundaries in the delivery of long term care services, so that our residents can attain a higher quality of life, which they deserve.