Operations Best Practices

Using Welbi to Keep Your Brand Promise

September 5, 2023

In our previous blog, we discussed the importance of maintaining family confidence for a successful senior living operation. Family confidence refers to the family’s trust in your organization to deliver on your brand promise and provide excellent care for their loved one. In this blog, we dive into family confidence reporting and its key role in building trust with families through open dialogue and transparent communication. 

Family confidence reporting provides families with an opportunity to learn what kind of engagement their loved one is receiving. They will often want to know how frequently their loved one is socializing, attending programs, and actively participating in activities. Families want to be assured that their loved one is happy, healthy, and receiving plenty of engagement

When done well, family confidence reporting is an excellent tool that goes a long way in building trust with families. However, many life enrichment professionals go into these meetings feeling underprepared. In this blog, we explore the challenges behind preparing for family confidence meetings in senior living and how a resident experience platform such as Welbi can help you keep your brand promises.

Barriers to Preparedness

Going into family confidence meetings is not a simple task. It requires preparation and accurate reporting, and many life enrichment professionals attend them feeling underprepared. Some barriers to preparing for family meetings include:

  • Lack of Preparation Time: Planning, preparing, and executing activities for residents can be time-consuming — the life enrichment team’s busy schedule may leave them with little time to adequately prepare for meetings.
  • Staffing or Resource Constraints: The community may be short-staffed or have limited resources, which can impact the life enrichment team’s ability to plan programs that meet the engagement needs of every resident and prepare for meetings outside their regular responsibilities.
  • Inexperience or New to the Role: Staff turnover is a challenge in the senior living industry. If a team member is new to the role or lacks experience conducting family confidence meetings, they may be unsure how to approach the meeting or what information to present. 
  • Communication Breakdown: There may have been a breakdown in communication between staff members or different departments within the community. As a result, the team member conducting the meeting may not have access to the most accurate, up-to-date information about the resident.
  • Lack of Resident Data: Similarly, the team member may not have access to the resident’s engagement data because it was not recorded in the first place. Missing attendance records, incomplete profiles, and outdated assessments can all negatively impact preparedness.  

Five Simple Steps to Keeping Your Brand Promise With Welbi

Overcoming the barriers on this list may feel daunting to accomplish ahead of a family meeting. Life enrichment and activity teams are often under-resourced as is — the idea of spending additional time tracking down attendance records to tell the story of a resident’s engagement can be overwhelming. This is where a resident experience platform comes in.

Welbi provides your life enrichment teams with the tools they need to engage every resident and go into family meetings with confidence. Here are the steps to keeping your brand promise with the help of a resident experience platform:

  1. Create Your Resident Profiles in Welbi

Resident profiles capture important data about a resident’s needs, hobbies, interests, and life stories. Life enrichment professionals depend on this information to plan engaging programs and connect with their residents. Welbi’s resident profiles are easy to update and quick to access, ensuring that teams can get to know their residents within minutes. Having accurate and detailed resident profiles demonstrates your commitment to getting to know each resident on an individual level and providing person-centered care.

  1. Plan Engaging Programs That Meet Your Residents’ Needs

With the data captured in Welbi, life enrichment professionals can plan engaging activities that will draw residents out of their rooms to socialize. Explore your residents’ goals and interests to come up with meaningful programs that will support their well-being and help them live longer, happier lives. To save you time, the Welbi platform recommends activity ideas to add to your calendar based on your resident data. Families will notice that their loved one is happier, healthier, and more engaged when your programs reflect their interests.

  1. Capture Engagement Data in Welbi

Documentation is key to maintaining family confidence. Your motto should be that if it’s not written down, it didn’t happen! Welbi allows teams to record all their interactions with residents while they’re on the go. This includes one-on-one interactions as well as attendance at group activities. Life enrichment staff can track residents’ levels of engagement and make additional notes as needed while they are taking program attendance. With this information on hand, staff will be prepared to tell families the full story of their loved one’s engagement.

  1. Follow Up With Residents at Risk of Isolation

Some residents may still not be interested in attending programs, and that’s okay — after all, it’s their decision. Nonetheless, it’s important to ensure that residents who don’t come to programs are still receiving engagement, whether it’s through one-on-one visits or self-directed activities. Welbi alerts teams when a resident is at risk of isolation based on their last recorded interaction in the platform. Teams can then follow up with the resident to learn what they can do for them. If the resident declines to attend programs, this information can be recorded in Welbi to reassure families that their loved one has not been forgotten. 

  1. Share Resident Engagement Reports With Families

Gathering all the information needed for a family conference can take hours of sorting through paperwork. With Welbi, it can be done in just a few clicks. Welbi allows you to generate an Engagement Insight Report for every resident with information about their program participation over a timeframe of your choosing. The report provides a list of every program the resident attended as well as their overall levels of participation and engagement. It can be printed or emailed for easy sharing with family members as needed, making it an excellent tool for care conferences!

Katie Stewart

Katie is a member of Welbi’s Customer Experience team! She has a background in communications and recreation and is passionate about older adults, exercise, coffee and people.

Holly Mathias

Holly is a member of Welbi’s Marketing team! She has a background in communications and marketing, and is a compassionate individual who loves team work, story telling, and wellness.

Wendy Riopelle

Wendy is a student in the Honours BA in English program at the University of Ottawa, where she has won numerous awards for her writing.

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