We’d like to share a story of one of our team members at another community where several of us have worked. When engaged in his work one December 7th, Environmental Services Director, Arturo Makinano, noticed that one of the residents was having a difficult day. Arturo knew the resident was a veteran, and he asked him if he would help raise the American flag in honor of those who gave their lives at Pearl Harbor in 1941. The resident was very touched by this invitation. He helped raise the flag in full military bearing and recited the Pledge of Allegiance. Other residents passing by stopped, honored the flag, and sang “America the Beautiful.” A resident who was anxious was now happy and honored.
This story points to a unique opportunity for senior living: the possibility of experiences being created by providers and residents alike. No doubt, our residents are already staging their own experiences. They are scripting their stories, thinking back over their lives and framing their legacies. They want their stories to end well; they want them to be memorable.
Where the staging of their stories and the community’s story intersects, there is magic – like the soldier raising the flag, or the dancer sharing the joy of movement with her neighbors. These experiences are all the more powerful, even transformative, because they are co-created. Staging experiences with residents requires two things of senior living professionals: first, that we recognize the autonomy of residents; and second, that we relinquish some control of community life. Rather than asking residents to adapt to our schedules and systems, we must adapt to them – and join them in creating the atmosphere they desire. For some residents that may be as simple as having the freedom to enjoy a midnight snack. Others will want to exercise their leadership skills in community governance or pursue a new passion through university coursework. For others it will mean choosing to opt out of an activity but finding something else of interest to do in between.
“Intentional in-betweening” is what Seniority calls the customizing of activities to serve diverse resident interests. Not every activity on the calendar will appeal to all residents. And then there is the time in between activities when residents often wait. Think of the gathering of residents outside your dining room before the dinner hour. Those are prime opportunities for us to co-create – to offer alternatives that match resident interests or to provide fun and simple activities in between. While residents wait for dinner, for example, a team member might ask a few trivia questions. In one of our communities, the concierge will read poetry to residents – before and after dinner.
Pine and Gilmore speak of the “prosumer” – the resident who takes an active role in creating the very experience he or she craves. We have a vision of community life shaped by residents themselves and sustained by experiences that contribute to wellbeing, namely a sense of control over one’s life and environment and a purpose for living.11
Footnote
11. Pine and Gilmore, The Experience Economy.
Read The Entire “The Senior Living Experience” Series!
Part 1 – Introduction
Part 2 – Moving to an Experience-Based Model
Part 3 – In Search of Well-Being
Part 4 – Co-Creating Experiences
Part 5 – Implications of Senior Living Communities