By Jack Cumming
A painful incident recently reminded me of the divide between residents and providers when it comes to the business of senior living and the opportunities that an aging population presents. That kind of divide is a natural part of the human experience. We tend to identify with people near our own age and who have interests that are congruent with our own.
Moreover, listening to the posturing of old people can feel like the chiding of a wizened parent talking down to an adult child. That’s no fun. It’s easier to align with people of our own generation, who are still vibrant with energy and who seek the same kind of success and respect that we seek.
Moving In
That divide between providers and residents was the most surprising aspect of my own experience after I moved into a CCRC on November 15, 2006. I expected life would be carefree and empowering. Actually, awareness of the divide began with a simple idea. The building I lived in was across the street from the main building, where there was dining, activities, and more. The building entrances were mid-block across from each other, and cars whizzed by without pausing.
There was no crosswalk. Cars had the right of way. I still remember my neighbor, Charlotte Dutka, who used a walker and moved slowly and painfully while trying to cross the street. When I asked about it, the executive director told me that she should go up the block to the intersection and then back on the other side, a painful detour that she had to make, sometimes several times a day.
To my surprise, the management opposed organizing residents to try to get a crosswalk. I was new, so I went to the local Traffic Commission, and we got that crosswalk, which now has evolved to have flashing lights and other safeguards. The executive director, though, called me on the carpet for bothering the Traffic Commission. That was my first lesson. The second came after the crosswalk was installed, when the executive director claimed the credit for the achievement.
A New Era of Collaboration
We’re now moving into a new era, and a new generation of leaders is coming into management. My sense is that these artificial barriers are beginning to give way. It makes no sense for providers to discriminate against residents who want to help their community thrive. Ending that barrier between providers and residents has been the driving force behind my becoming an active part of the industry over these many years.
It’s my firm conviction, which more and more providers share, that bringing commonality into senior living will lead to greater trust and will strengthen the industry. That commitment to service and mutuality is a passion that can unlock the full potential of the industry if it is allowed to flourish. More than merely being allowed, I think we can all benefit if mutual trust and candor are encouraged so that everyone, those providing services and those needing services, can thrive together.
That brings me to the point that I want to make in this article. Things are not always what we perceive them to be. Not all residents are ready to take up arts and crafts, to start painting, or to volunteer at church. Some people who might be residents by their age are still leading major corporations or nations. Just as not all employees have valid strategic insights, neither do all residents; but some employees rise to the C-suite, and some residents have valuable wisdom and sound ideas.
Innovation or Threat?
We are often victims of the stereotypes that we harbor in our minds. It’s common for providers to discount resident input, much as many Americans perceive a threat in the rise of China. I thought of this when watching Keyu Jin, who has experience in both worlds, speak about the potential China has for us and the world [Click here]. Likewise, close awareness of both experiences can reveal great potential for senior living in partnering with residents.
This reflection made me feel sorry for those industry people who have ignored me over the years. I forgive the prominent provider leader I met at my first industry conference, who was very interested in talking to me as an actuary until I mentioned that I was a resident. Suddenly, she had an urgent meeting she had to run to. I forgive the fellow who hurt my feelings just a few days ago. As Jesus is quoted as saying, “Father, forgive them, for they do not know what they are doing.”
The Hand of Fellowship
We are better when we are together, in partnership for the betterment of our world. Let’s try to find a way to make senior living empowering for everybody. Some are doing that already. What will it take to make common purpose and common service the norm?
