When an older adult moves to senior living, hopes are typically high.
You want to know you’ve found a community where they feel at home and where you can feel confident in the care they’re receiving. But sometimes, things don’t quite meet expectations. You may feel disappointed and frustrated when you encounter issues like team member turnover, poor dining experiences, inconsistencies in care, or communication challenges with the community team.
When concerns arise, you'll need to weigh whether to give the situation time to improve or begin looking for a different assisted living community that’s a better fit. Here are six steps you can take to rebuild trust and determine what senior housing option is best for your loved one.
Key Takeaways: Building Trust in Senior Living
Communicate your concerns clearly and directly with senior living community team members.
Work with community leadership to identify solutions and understand what changes may be possible.
Give the community an opportunity to address concerns and see if improvements follow.
Recognize when it may be time to explore another senior housing option that better fits your loved one’s needs and preferences.
Table of Contents
Step 1: Identify Your Concerns
Step 2: Communicate with the Community Team
Step 3: Work with Community Leadership
Step 5: Evaluate Communication
Step 6: Recognize When It May Be Time for a Change
The Birches: Here When You Need Us
Step 1: Identify Your Concerns
When your loved one's senior living experience isn't meeting your expectations, it can be tempting to focus on everything that feels wrong. But taking time to identify your specific concerns can help you determine what needs to change and how to communicate those concerns to the community team.
Consider what has been disappointing for your family. Are you concerned about team member turnover, inconsistent care, disappointing dining experiences, or a lack of transparency from the team? Have you noticed changes in your loved one's mood or comfort level? Do you feel like they receive enough attention and support throughout the day?
Taking stock of specific issues can also help you distinguish between what is likely a one-time problem and what has become a recurring concern. An isolated issue might just require a conversation, while repeated problems may point to a larger issue.
Step 2: Communicate with the Community Team
Once you've identified your key concerns, your next step is to share them with members of the community's team. Explain clearly what you've observed, when it happened, and the ways it has affected your loved one.
Whenever possible, share specific examples so that the team can understand what needs to change and begin putting a plan in place. For example, if you're concerned about inconsistent communication with team members, describe the information you're still waiting for or the questions that haven't been answered. Or, if your loved one is having difficulty adjusting to turnover on their care team, ask how the community can work on creating greater consistency and help your loved one feel more comfortable.
At The Birches, our senior living community in Clarendon Hills, Illinois, we believe communication should be ongoing between residents, families, and team members, starting on your loved one’s first day. We encourage families to share their questions and concerns with us at any time, so we can work together to address them.
Step 3: Work with Community Leadership
If your concerns aren’t resolved through an initial conversation with your loved one’s care team, consider reaching out to a member of the community’s leadership team, such as the community manager or executive director.
During your conversation, explain what you've already discussed with your loved one’s care team and what changes have been made so far. Ask what further steps the community can take to resolve the issue and when you can expect an update. Then, agree on specific next steps and a time to check in.
Step 4: Look for Consistency
As you evaluate whether your loved one's assisted living community is meeting your expectations, consider consistency of care and their daily quality of life. Questions to ask yourself might include: Do team members treat residents with patience and respect? Are meals enjoyable and social? Do residents have opportunities to build meaningful relationships with their neighbors and participate in activities that suit their interests?
Pay attention to any changes you observe to assess whether the situation is improving. If the issue persists, revisit your concerns with the community team and discuss what additional steps they can take to improve your loved one's experience.
Step 5: Evaluate Communication
Open communication is an important part of the relationship between families and senior living communities. Families need to feel comfortable asking questions and discussing changes in their loved one's needs. Ask yourself whether the community keeps you well informed and responds to questions in a reasonable timeframe with clear, helpful information.
Some communities offer technology to help families stay informed and share feedback. At The Birches, our Go-ICON/CareMerge apps give families a way to check in on their loved one's well-being, respond to surveys, and share questions or concerns. Our Executive Director also works with team members to help address feedback from families.
We also encourage families to spend time with their loved ones in person in the community. Outings and errands are fun, but visits in the community offer families the opportunity to connect and see firsthand how their loved one is doing.
Step 6: Recognize When It May Be Time for a Change
Sometimes, even after multiple conversations and efforts to address your concerns, a senior living community may simply not be the right fit. Recognizing this can be difficult, especially when your loved one has already settled in, formed connections with other residents, and adjusted to their new routine.
If the same concerns continue to arise, though, and your loved one's needs are not being met, it may be time to seek out other senior housing options. It can be disappointing to start the process all over again, but now, you have a clearer understanding of your loved one's needs and what to look for in a community.
Start by thinking about what has been missing from your loved one’s experience and what you'd want to see in a different community, whether that’s more consistent communication, a higher level of support, more dining variety, or a social environment that's a better fit for your loved one's personality.
When exploring other communities, ask specific questions about the concerns that prompted you to seek an alternative. If possible, visit prospective communities and consider the different types of senior living options available, including assisted living and memory care. Take time to speak with the care team, experience resident activities and dining, and observe how team members interact with residents.
Before making a decision, confirm that a prospective community can meet your loved one's current needs and discuss what support may be available if those needs change. You'll also want to ask about availability, move-in timelines, amenities, and costs so you can evaluate your options and find a better senior living community that offers the right support and gives you confidence in their care.
The Birches: Here When You Need Us
At The Birches, our senior living community in Clarendon Hills, Illinois, we want families to feel comfortable asking questions and discussing their loved one's needs. We believe listening to families and working together to address their concerns are important parts of building trust. If you're looking for senior housing options like assisted living or memory care, our team is here to help you find the right level of support. Our community advisors can answer your questions, and our Navigating Assisted Living Guide offers practical tips for comparing different senior housing options.
You can also schedule a visit to see The Birches firsthand and meet our community team in person. We look forward to meeting you and helping you explore whether The Birches is the right fit for your loved one.
