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Episode 18 – Why Senior Living Community’s Need to Care About UX

Customer service in Senior Living is typically talked about with a list of amenities, activities and floor plans.  Benjamin Surmi, who holds an M.S. in Gerontology, thinks of customer service on a very different level at his company’s communities.  Benjamin is the Director of People and Culture with the Koelsch Living Well Program, and he is the guest we learn from in this episode of Off Your Rocker: A SeniorVu Podcast.

We begin our 45-minute conversation with Benjamin explaining what it means to Live Well with Purpose – the mantra of the Koelsch Living Well Program.  He shares where his personal passion for working with elders came from.  The bulk of the discussion is around why it is so important to find each community resident’s personal passion and perhaps previous life’s purpose and then what to actually do with that information to enrich the life of the resident.  He shows us how those passions are tied to the user experience for residents and their families. Benjamin shows us the value and benefits residents reap from that knowledge and explains a new concept or a mind shift that he says, will better benefit seniors.  His belief is that this will become what we all expect our elder years to become.

With an emphasis on the resident experience, we discuss the benefits of innovation and technology available to support that effort, though Benjamin shows us why sometimes technology can be the culprit. He offers up examples of current tools being used and the impact those can have on the lives of elders and those who care for them.

We learn about some of the physical ways the Koelsch Living Well Program supports this purposeful driven concept by providing daily experiences for their elder residents. We learn what a team of community caregivers needs to adopt this mindset, try new ideas and bring these tactical examples to their communities. He also provides other tangible ideas for caregivers who want to adopt his ideas and provides suggestions on how to extrapolate the passion and purpose from each resident.

Join Valissa Smith of SeniorVu as she learns from Benjamin in this episode of Off Your Rocker a different way to serve the greatest generation and eventually the rest of us!

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