A New Program Eases the Way

We all work hard to attain a comfortable place in which to live. It is one of the basic needs of our lives. And invariably as we settle into these places, create memories and watch our families grow, it becomes more than a dwelling. It becomes a home.

Many senior citizens, as they grow older and are forced to assess their living situations, struggle with the idea of leaving their homes when unexpected events require a change in residence.

As part of a generation that has lived through the Great Depression, survived several wars and worked much of their lives to provide for their families in securing a place to live, it is no surprise that many seniors would prefer to stay in their homes for the duration of their lives. As these people unfortunately survive their friends, siblings and sometimes even their children, they are often left with a home they can no longer afford to manage or maintain. Sometimes a serious health condition arises during which it is determined that it’s no longer safe to live alone. The idea of transitioning to a new residence can be extremely difficult for seniors. It can also prove more stressful for those already experiencing difficulty from other unavoidable life events.

Developing a Best Practice Solution

At Spring Hills Senior Communities, we recognize and understand the life-changing nature of this situation and how it can be taxing on both seniors and their families. In addressing this issue, we have developed a simple solution: the Resident Concierge.

Beginning with the community relations counselor, the first person to meet and interact with seniors and their families, the entire transition of care is designed to provide a one-on-one approach in learning of the resident’s needs and appropriately addressing them. The community relations counselor works to make the best decisions for a resident’s transition, with consideration to both the individual as well as their surrounding family. The very next person the senior and their family will meet is the resident concierge.

Once the decision to join the community is finalized, the resident concierge strives to provide a familiar face, ensuring a smooth transition into the new community. A recognizable concierge can often make all the difference for a senior accomplishing the daunting task of relocating into a new home and can help them navigate this sometimes frightening experience.

A pre-care conference attended by all management staff at the community is next held in order to provide the “wow moment” that Spring Hills believes each resident is entitled to. The resident concierge position dramatically increases the opportunity for a resident to be pleased with their new home.

James Tavormina, resident concierge at Spring Hills’ Morristown, N.J., location since August 2010, outlines the importance of the wow noment when welcoming seniors to the Spring Hills family.

“It is something we acquire or create as a welcome gift that incorporates a resident’s life before they came to the community, or even a current liking,” he says. “Many days I get to create a unique wow moment for members of our community.”

Tavormina adds that the position allows him to become intimately aware of each of the resident’s personal needs in terms of their transition – down to the time of day they like to take a bath or shower, whether or not they prefer bar or liquid soap or how a resident may like his or her hair styled. It all culminates into what Spring Hills refers to as an individualized service plan.

“All of these details are extremely important to maintaining the resident’s dignity,” he says. “And it also stresses to the residents and their families that our staff will go above and beyond in order to satisfy their needs.”

The position also allows him to keep residents abreast of all the services available to them, such as the new “Signature Living” program, which provides a unique, resident-specific approach to total well-being by encouraging health, wellness and peace of mind. All this and more is included in the 30-day follow up for each new resident, performed by the concierge, he says.

An Uptick in Care – and Residents

The introduction of the resident concierge position has proven successful for addressing resident needs, increasing overall service satisfaction by 10 percent at the Somerset, N.J., location. Similar to a customer service professional in other settings, the position takes into account both the new resident, their family and everything in between. The concierge works to keep open lines of communication between all parties so a resident can address concerns as well as realize their personal assisted living goals.

With the attention to detail and the enhancement of overall community care, the new resident concierge position truly adds something to the Spring Hills experience rarely found elsewhere. Many other communities may require management staff to attend workshops or engage in more extensive training, but the dedicated position at Spring Hills ensures a low-stress relocation for new residents and their supporting families. Scott Weiss, director of program management for Spring Hills Senior Communities comments on the importance of the initial transition for seniors moving into a new home.

“Residents are wowed from the moment they walk in the community and see the attention to detail that was put into the transition to their new home,” says Weiss.

Change is difficult at any age. The resident concierge at Spring Hills provides something new and genuine in an undoubtedly difficult time for many senior citizens.

“Being the person to help them through heir first 30 days and to acquaint them with other residents and services offered is always special,” Tavormina says. “When you become that person for them to rely on, it becomes easier and eventually the resident will bloom into an active, happy and independent person.”

William Martin is a freelance journalist, copywriter and brand strategist for a global branding company. Christina O’Leary is the director of branding and project management with Spring Hills Senior Communities. (co’leary@spring-hills.net)