CHICAGO: An over 50s housing provider has to service multiple ‘brand’ markets.
Reputation has to be constantly enhanced in the eyes of residents, their families, potential consumers, regulators and investors.
Operators who have gone the extra mile to polish their brands through the use of various quality measurements have seen tangible successes in their operations.
Whether it’s maintaining a specialized audit process to measure quality across one’s own communities, leveraging technology or striving for accreditation, private-pay senior living providers have been able to move the needle when it comes to driving occupancy, enhancing care and increasing resident satisfaction.
“The intersection of quality in senior housing—quality of experience, quality in delivery of care, quality in services—a focus on that not only is the right thing to do but can, in fact, materially impact performance,” said one CEO.
Quality Enhancement (QE) tools are deployed at each community. “Quality enhancement” directors do two unannounced quality audits at every community each year.
The QE program tracks core indicators that run the gamut across all aspects of each community, including areas like food service and first impressions.
Information systems that track various operating metrics are essential for senior living providers to not only enhance the care they deliver, but to also strengthen brand recognition.
Systems that record quality evaluation and improvement is both an offensive and defensive measure for senior living providers to protect their brands.