Senior Living — Improving relationship with residents

The Problem Residents were requesting additional convenience services that their community did not already offer (travel planning, organizing assistance, personal shopping, etc.). Community managers sought to implement a new program that would promote wellness, independence, participation and dignity, while delivering a better quality of life overall.

Circles’ Solution To better assist the needs of the residents, this organization partnered with Circles, a leader in the On-site Concierge industry on a hybrid model of Concierge services. The program consisted of an On-site Concierge who provided in-person assistance to residents, as well as 24/7/365 access to Virtual Concierge, via phone and email. Printed media, such as signage and flyers, act as reminders of the benefit and new residents are introduced to the program via information within their welcome packets.

The Results

Within the first year, over 40% of all residents had placed one or more requests with Concierge. The program has helped increase resident independence and overall community satisfaction. Common requests were for travel booking, gift and flower recommendations and orders, and transportation services for personal shopping and outside medical appointments.

“Your employees have been top notch. Words can’t explain how much the Concierge program has helped me over the past few months. I’ve saved countless hours by utilizing the Concierge service, thank you for everything.” – Community Resident