There’s so much information going around about how senior living communities can improve.  With hundreds of speakers at no less than five big industry conferences, podcasts, posts, and articles churning out weekly or monthly, and the occasional book release, there is plenty of expert opinion being dispensed on what senior living operators should be doing to deliver top rate experiences to their residents.

What happens to this expert advice once the lights go out in the convention halls, the podcasters sign off, or the last page is marked read?  Do attendees and readers, after ingesting inspirational pearls of wisdom, head back to work, call a team meeting, and announce, “I learned this game changing thing, and I think we should implement it here.”?  I believe that many do.  But despite good intentions, improvement plans don’t always make it to the finish line.  In my experience, this is primarily due to the challenges of implementing change.

Having spent the past 24 years gathering and analyzing feedback from thousands of senior living residents annually, I have come to believe that the hardest part of making improvements is overcoming barriers to change. Change is hard, especially when it is up against ingrained habits and resistance from those who need to bring it to life.  When left unaddressed, these challenges can stall or completely derail well-intentioned improvement plans.

Here are 7 challenges of implementing change in your senior living community and tactics for overcoming them.

1. Lack of a clear vision

Employee concerns: How will this benefit the residents? How will it benefit me? Is this in line with the company mission and core values?

Solution: Develop a well-aligned strategy that clearly defines the purpose and benefits of the change initiative before sharing it with employees.  When staff can see how a new initiative connects to improved resident outcomes and your community’s core values, they’re much more likely to embrace it.

2. Lack of buy-in

Employee concerns: I don’t think this is needed. This won’t work.

Solution: Clearly articulate the benefits to all employees and build a sense of commitment and ownership by engaging them early in the planning and decision-making process.  Communities that successfully implement change almost always involve front-line staff in the planning stages, not just during execution.

3. Resistance to change

Employee concerns: We have always done it this way. Change makes me uncomfortable.

Solution: Take deliberate steps to demonstrate leadership’s commitment to change and directly address the reasons for employee resistance.  Acknowledge that change can be uncomfortable while creating safe spaces for staff to voice concerns. Remember that your residents may also experience change anxiety – consider how to bring them into the process as well.

4. Unrealistic expectations

Employee concerns: We can’t do this in just one month. I’ll be expected to increase my workload.

Solution: Break down the change initiative into smaller, manageable milestones with realistic deadlines. These milestones should be clearly defined and achievable, allowing employees to focus on one step at a time rather than feeling overwhelmed by the entire change process.  Celebrate small wins along the way to maintain momentum.

5. Lack of training and support

Employee concerns: I don’t understand what I’m supposed to do. I don’t know who to talk to for help.

Solution: Develop best practice action plans with clear task lists, responsible parties, and timelines along with the appropriate training and support.  Remember to involve your residents in the action planning process.  Hold discussion groups to get input into desired outcomes, and make sure your team receives clear instruction and hands-on training to reach the end-goal.

6. Insufficient resources

Employee concerns: We don’t have time for this. We don’t have enough people. We don’t have the money.

Solution: Take a proactive approach to resource planning and allocation, including prioritizing the most critical aspects of the change initiative.  Explore alternative options like partnering with the corporate office, applying for a grant, or joining forces with a sister community.  Be realistic about current resources and design implementations that work within constraints.

7. Lack of ongoing communication

Employee concerns: Is this still important? Are we on track? Are we making progress?

Solution: Develop a strong communication plan, including clear and consistent messaging about progress and next steps. Keep an open dialogue between leadership and employees.  Consider creating visual trackers in staff areas that show progress toward implementation goals and recognize team members who champion the change.

Communities can significantly improve resident satisfaction, staff retention, and occupancy by implementing thoughtful, collaborative, and well-planned and executed improvements.  The key is recognizing that overcoming barriers to change requires just as much strategic thinking as the change process itself.

What implementation challenges has your community faced, and how have you overcome them? For additional insights and tools on making improvements in your community, check out the rest of our website where we offer action planning assistance and free resources as part your next survey project.

Cheers, Lynn