What Happens When a Community Leverages Technology to Guide a Unique Resident Experience?
Senior living communities that take a deliberate, measured approach to drive the resident experience at a deep individual level, are more efficient, have higher resident and family engagement and satisfaction, and longer stays, research shows.
We provided an example of this measured approach in a previous post, explaining how a new resident named Bonnie connected with an Executive Director (ED) who assessed Bonnie’s emotional wellbeing and proactively helped this resident find purpose, autonomy, resilience and connectedness within her community. When Bonnie later credited that ED with saving her life, she realized she needed a systematic approach to drive the Resident Journey and a personalized experience for all residents, family members and staff. PARC was born soon after.
PARC is a methodology for understanding, defining and driving a resident’s experience based on past, present and future self. It includes four pillars—Purpose, Autonomy, Resilience and Connectedness—that help a community assess and respond to a resident’s wellbeing. PARC leverages information the individual provides about themselves and their everyday life experiences to drive an individual and personalized resident journey.
PARC requires a consistent way to collect and respond to the information over the resident’s length of stay. In the past, communities have collected data in multiple ways—CRM databases, intake surveys, individual check-ins, visual checks and even annual surveys—and stored the data in silos. This makes it hard to find and use the data to drive a purposeful interaction for each resident, let alone measure individual wellbeing.
Technology that collects, analyzes, responds to and measures outcomes in a consistent, systematic way accomplishes this. It’s called Resident Journey and it exists today.
Most Survey Tools Fall Short in Providing True Insights
Upon move in, most communities leverage discovery surveys to query residents about likes and dislikes, interests and more to try to connect them with the right activities and people. They then use quarterly and annual surveys to determine a resident’s satisfaction with the community.
The challenge: These surveys are infrequent, completed by multiple teams and rarely stored in a way that the data can be accessed easily to guide meaningful interactions. They capture a moment in time that may not be representative of the resident’s overall wellbeing day-to-day. And, as in the case of an annual survey, may take months to offer real insights.
Surveys also feel impersonal and may miss a change in resident wellbeing that isn’t obvious. Because residents don’t see immediate action from their survey responses, they may mistrust the process.
Consistent and Interactive Data Collection Builds Trust and Informs Action
How can you use technology to collect ongoing, interactive data while building resident trust?
Ask easy-to-answer questions through a familiar device—the television—frequently. Using a television to collect information, allows you to ask non-intrusive, yet personalized, questions regularly that residents can answer when it’s convenient for them.
Ask simple questions initially that build confidence and trust with the process. Ask a variety of questions to create a true resident profile for the staff, while allowing the residents to share information that helps them too. Build up to more personal questions that help the resident share true feelings. Data categories could include:
- New resident interviews or surveys
- Regularly scheduled 30, 60, 90-day check-ins
- Real-time, pulse feedback on timely topics
- Annual surveys
This real-time surveying requires a technology platform that can support multiple surveys, data capture and analysis. Ideally, that technology has a standard set of questions designed specifically to capture your residents’ journeys in a single database and requires minimal customization.
Integrated Analysis Identifies Wellbeing Trends
This same sophisticated technology includes built-in analysis that scores resident wellbeing on the four PARC pillars to provide actionable insights to staff. Each answer is analyzed and given a scientific score. That score is visible as a trend line or a relative score by individual, community, region or corporation. And that data moves with the resident from one care level to the next.
Dashboard reporting allows staff members to drill down on specific scores and provide insights into a resident’s wellbeing. This allows them to act quickly, when they can have the most impact and then measure that impact with the next set of questions.
The same reporting provides a sophisticated view of the community, from resident wellbeing to satisfaction. It can replace a community’s monthly, quarterly and even annual surveying tools, and provides insights and analysis much faster.
Technology Offers Personalized Content
While seeing PARC scores helps staff respond appropriately, it’s also important to help the residents help themselves. Resident Journey technology can feed actionable and relevant content to residents—through the TV—based on their PARC scores.
If a score indicates a resident is feeling disconnected, the Resident Journey foundation can serve up content that encourages her to join an activity. If the resident feels full of purpose, it will share content to encourage her to keep up the good work.
This technology can store hundreds of content pieces in a personalized content library and remove content when a resident has viewed it, if desired. This content library can even include evergreen content that is triggered by an anniversary, holiday or other common events that are important to the resident and family members.
Resident Journey Helps You Activate Your Residents’ Best Days
Creating true resident engagement is about helping each resident activate their best day. It starts with understanding their likes and dislikes and expands to include individual interests, personalities and perceptions. Only then can you help ignite individual discovery, purpose and their best days.
No one person has the time to learn this about every resident in your community. When communities don’t have a formal way to capture data gathered from different people at different times, it’s hard to create a map to guide each resident’s individual journey.
A formal Resident Journey foundation gives you the tools to activate everyone’s best days. It starts the day your resident moves in and can continue past that resident’s departure if you choose. It helps your residents and staff be more proactive and gives family members data transparency that builds confidence.
Sophisticated Resident Journey solutions, like those found in Engage360SM, support your resident’s journey within your community. It replaces siloed data that’s hard to share between teams, survey results that sit in file cabinets, and single-purpose, one-off surveys, with real-time insights and suggestions that help activate a unique, personalized resident experience. An experience that provides vitality, satisfaction and longevity within your community.
To find out more about how to leverage Engage360SM and its Resident Journey foundation, contact us today.