by Diane Masson | Jul 28, 2013
What is your favorite word in the English language? It is probably your own name. When a senior gets to the point of living in assisted living or skilled nursing care – his or her memory is most likely failing. So the most magical word they can hear is their own name.
Recently I was blown away at the Freedom Village Healthcare Center in California. My mom has lived there for about 2 months. When I walked down the hall with my mom, every single staff person spoke to her with a smile. They either said her first name or her last name “Mrs. Twohy.” Then they would share some encouraging statement. It was not just one or two staff. We literally ran into about 14 staff on our walk and each made my mom feel special. She smiled back at each one and it was wonderful to see her joy.
After having lunch with my mom and family in the outdoor fountain courtyard, my brother was taking my mom back inside and a staff person pointed at my brother’s hat and said, “Your name is on your hat.” My brother was so surprised. It took him a moment to realize that that this person knew his last name – Twohy, because our mom lives there in skilled nursing care.
So the staff not only makes my mom feel special everyday, but reach out to family members as well. Noticing “Twohy” on my brother’s hat goes above and beyond and created a real “wow” for my family. It showed me that every employee is committed to calling the residents by name and I was impressed! Do staff in your skilled nursing care, assisted living, memory care and even independent living know every single resident’s first and last names? Why not have a contest, so they can get rewarded for learning names today.
Please share your success, failures or comment to join the conversation and interact with other senior living professionals on what is currently being effective to increase occupancy on a nationwide basis.
Diane Twohy Masson is the author of “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” available for sale at Amazon.com. Masson’s book is required reading at George Mason University as part of the marketing curriculum. She is currently consulting with two debt-free Continuing Care Retirement Communities in Southern California – Freedom Village in Lake Forest and The Village in Hemet, California. Connection and partnership opportunities: Email: diane@marketing2seniors.net
by Diane Masson | Jun 30, 2013
Diane and her Mother
Up to now, it has been a tough six-week transition for my mother. Right after we moved my mom to skilled nursing care, she was announcing to those who would listen that she was kidnapped. Really?? Oh my!! This was actually the clearest thing she was saying and the rest was random scattered memories mixed with 75 – 95 percent delusions. It was very tough for me to see. But I never gave up on her clarity coming back.
Tomorrow, on Monday, it will be six weeks since I moved my mom from Seattle to California. You may have missed my previous blog posts on the preparations for moving my mom because she was diagnosed with breast cancer (Part 1) and the trauma and joy of moving day itself (Part 2).
It has been a tough road as a boomer daughter with a ton of paperwork, but it has a happy ending. My mom lives at a wonderful community that I represent in Lake Forest, CA.
Who was the worst marketer for about three weeks? Yup, my mom!! She was announcing daily that she had not been fed breakfast. My mom was so convincing that two different department heads (who don’t work in the health care center), believed her when they walked by and tried to get her more food. I appreciate both of them always watching out for all our residents, including my mom.
It turned out that my mom’s thyroid was out of whack. Now, my mother is back to her happy dementia self. Today, it was a joy to witness her having 70 percent clarity of mind. She said, “l love it here.” “The food is great!” “We get to have lunch outside and I like it.” “Remember years ago, I lived here?” (She went to college at UCLA and it has happy memories for her.) She saw my computer and asked if there were pictures to see on it. (This was huge remembering a computer could have photos.) My mom knew today that she lived in California!
We browsed through the Sunday paper together (I was pointing out good highlights). She loved sitting outside talking, feeling the breeze, seeing the birds and watching the fountain in the courtyard.
So the proof is in the pudding! Someone with severe vascular dementia can put a new home in his or hers long-term memory. It has taken six weeks for my mom to be comfortable with her new routine. I just want to continue to enjoy her clarity moments and I am always grateful that she can call me by name and still knows who I am. Today, she shared smiles and laughter with me. God is good!
Please share your success, failures or comment to join the conversation and interact with other senior living professionals on what is currently being effective to increase occupancy on a nationwide basis.
Diane Twohy Masson is the author of “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” available for sale at Amazon.com. Masson’s book will be required reading at George Mason University in the Fall as part of the marketing curriculum. She is currently consulting with Seniors For Living and two debt-free Continuing Care Retirement Communities in Southern California – Freedom Village in Lake Forest and The Village in Hemet, California. Connection and partnership opportunities: Email: diane@marketing2seniors.net
by Diane Masson | Jun 9, 2013
My husband Chris and I received this unappetizing text, with a photo of food, from our friend Dave in rehab. This was the text:
Chris: How are you, what are you doing?
Dave: Nothing, this is my meal…
Chris: That looks horrible.
Dave: Yeah tell me about it. This tastes as good as it looks – which is terrible.
Diane: Which rehab are you at?
Dave: XXXX in Federal Way, WA.
Diane: The food looks disgusting, I am so sorry, how have the other meals been?
Dave: Just as bad…
Would I ever recommend this place to anyone based on this photo – no way! Get ready for the boomers texting their meals to their other boomer friends.
Institutional food is a thing of the past. Most retirement communities offer chef prepared meals now. The boomers have a discriminating palette and won’t tolerate bad food.
Are you proud of the food you are serving at your Rehab, Skilled Nursing Center, Healthcare Center, Long-term Care Facility, Assisted Living, Independent Living, Memory Care or Continuing Care Retirement Community? Would you eat it?
Please comment to join the conversation and interact with other senior living professionals on what is currently being effective to increase occupancy on a nationwide basis.
Diane Twohy Masson is the author of “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” available for sale at Amazon.com. Masson’s book will be required reading at George Mason University in the Fall as part of the marketing curriculum. She is currently consulting with Seniors For Living and two debt-free Continuing Care Retirement Communities in Southern California – Freedom Village in Lake Forest and The Village in Hemet, California. Connection and partnership opportunities: Email: diane@marketing2seniors.net
by Diane Masson | May 26, 2013
Every time she asked where we were going, I said to lunch.
Organizing a move of this magnitude is a pile of paperwork combined with a daughter’s worry of every possible outcome going wrong.
The long story short is it took my husband Chris and I, seven hours to move my mom with vascular dementia 1000 miles. Is it the best thing for her – yes! Did it almost kill me – yes! But there were blessings along the way including moments and memories of complete clarity that I will always treasure. I still see my mom in my minds eyes as her former mentally astute self, but now she can’t remember what she had for breakfast. Why I am moving my mom is shared in Part 1.
My Mom’s Moving Day
I had a 50/50 chance that she would be having a good day, when we arrived at her assisted living community for the move – it was a BAD day for her. She was anxious, hungry and wandering around for some attention. I talked to a caregiver and took her to breakfast in the dining room as my husband packed her suitcases. The goal was for her not to be stressed out about moving and we accomplished that goal.
Two days before the move, we had organized her entire room and decided what we were taking, what had to be shipped separately and what was going to goodwill. She never knew, because we took turns with her.
On the way back from breakfast, my mom sensed that something was up. When four people were outside her door, she asked why. They scattered and a caregiver gave the morning medications to her. While she was eating we had gathered all her medications, personal affects and created a special bag to handle incontinence on the way – which was my greatest worry.
She didn’t want to get in the car, but Chris and I coaxed her in. The drive to the SeaTac Airport was enjoyable for her. My friend Stephen was the driver and he was wonderful with my mom. The arrival at the airport with the hustle and bustle created immediate anxiety for her. She thought that she was seeing Chris and I off and wondered when she would see us again. Chris said, that she was coming with us. She said that she would not get on a plane. Oh boy…thank goodness for anti-anxiety medications.
Getting through security was crazy, my mom’s bag beeped because of liquid medications. So one of us had to be tested for bomb residue on our hands. We all got separated, bags were being retested for bombs and my mom was all-alone for 3 minutes. They ended up testing her for bomb residue – seriously!!?! Then we headed out to the gate.
I ran to get lunch, because I had promised my mom Ivar’s fish and chips. Every time she asked where we were going, I said to lunch. She would immediately calm down.
We were wheeling her onto the plane and just as they were transferring her to another wheel chair to take her down the aisle, she announced that she needed to use the restroom. I just wanted to get her on the plane, but we had to go back to the concourse and use the family restroom. There was – of course – a wait for it. We took care of my mom and I thought we would miss the plane, but a security breach had happened and we had to wait another 30 minutes to board. All our bags, my mom’s medications and the lunch were on the plane.
When we finally got on the plane and I said we were having lunch. My mom said her first funny, “Are you just saying we are having lunch or are we really having lunch?” I laughed and pulled out the fish and chips. We really had a great time on the plane, she knew she was on a plane and said she was having fun. I brought family pictures for her to look at and a stuffed bear to hold.
My mom slowly processed the move on the plane. She was excited about going to California and remembered being born there and going to college at UCLA. She was happy, calm and smiling…
My mom was fantastic and the incontinence was not an issue, even after we landed – whew… The Freedom Village driver picked us up and we took her to her new home at the Freedom Village Healthcare Center. In a week or two, I will describe the transition…
Please comment to join the conversation and interact with other senior living professionals on what is currently being effective to increase occupancy on a nationwide basis.
Diane Twohy Masson is the author of “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” available for sale at Amazon.com. Masson’s book will be required reading at George Mason University in the Fall as part of the marketing curriculum. She is currently consulting with Seniors For Living and two debt-free Continuing Care Retirement Communities in Southern California – Freedom Village in Lake Forest and The Village in Hemet, California. Connection and partnership opportunities: Email: diane@marketing2seniors.net
by Diane Masson | May 19, 2013
Diane and her Mother
Well, it is a complicated process moving a parent from an assisted living to skilled nursing. Add 1000 miles into the equation and prepare for asking a tremendous amount of favors and help with no physical eyes on the situation. This is my story…
My mom has lived in a Continuing Care Retirement Community in Seattle, WA for 15 years. For the past 7 years, she has lived in Assisted Living. Her ailments have progressed to diabetes, severe vascular dementia, incontinence and now all symptoms indicate breast cancer. Short-term memory loss and 90 years of age does not equate to any invasive procedures or surgeries. When I visit her one-day, she has no memory of my visit the next day.
I could not stomach her completely alone (no children in the same state) and moving to the next level of care or a hospice community. So my husband and I decided to quickly move her to Southern, CA, before she could not travel anymore.
All professionals who know my mom and I have been very supportive of this move. Here are some of things that had to be put in place for this transition: Coordinating with the assisted living team where she lives, a nurse consultant to assess her and be our eyes in another state, her doctor, a home healthcare agency to take her to the doctor, the social worker at the HMO, the skilled nursing community that she was moving to, the federal government regarding her medical insurance and a Medicare representative.
The paperwork and logistics included filling out 27 pages of a Medi-Cal application, finding 22 additional documents for Medi-Cal, providing all the information that the new skilled nursing required, buying plane tickets, combining all our plane seats into one row, having someone drive my mom and us to the airport in Seattle and having Freedom Village Skilled Nursing pick us up at the airport when we arrive in California – whew!!!!
My mom does not know that she is going to move, because she cannot mentally process anything beyond 30 seconds in the short term and it would create anxiety for her – not understanding.
I am going to continue sharing my story as this moves takes place over the next few days. Prayers and patience are needed to survive this. I am excited for my mom to be located by our family in California and terrified of travel day. I am her protector and don’t want her to suffer in anyway emotionally or physically. It’s thrilling that my company in California is welcoming my mom with open arms – thank you Freedom Village.
Please comment to join the conversation and interact with other senior living professionals on what is currently being effective to increase occupancy on a nationwide basis.
Diane Twohy Masson is the author of “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” available for sale at Amazon.com. Masson’s book will be required reading at George Mason University in the Fall as part of the marketing curriculum. She is currently consulting with Seniors For Living and two debt-free Continuing Care Retirement Communities in Southern California – Freedom Village in Lake Forest and The Village in Hemet, California. Connection and partnership opportunities: Email: diane@marketing2seniors.net
by Diane Masson | Apr 28, 2013
After the initial tour are you or your senior living sales people classifying the lead correctly in your database and following up with the prospective resident appropriately?
What is your retirement community’s definition of a hot lead?
Many senior housing professionals only classify a lead as HOT if:
- The senior says they want to move someplace right away.
- They tell you their home is on the market.
- The adult child says their mom or dad is in the hospital and can’t move back home.
Here are some more lead situations that I would classify as hot (Even if they say – “I AM NOT READY YET!”):
- The senior is considering putting their home on the market.
- Someone wondering how long they should continue living in their home.
- Telling you they are about a year away, but also saying it has been difficult managing in a two story home.
- My spouse has just been diagnosed with…
Prospects don’t jump up and down and say I am an easy sale. Senior Living Sales is an art and it’s up to us to read between the lines. If someone comes to see you in person, they should be a warm or hot lead until they clearly indicate they are not. They walked into your senior living community for a reason…
Post-analyze their situation in the quiet of your office. This can help you strategize how you can help move someone forward the next time you talk to them. Some sales people (particularly green sales people) can benefit from strategizing with their boss to determine the next course of action with a prospective resident.
Can anyone share how they read between the lines, helped a senior solve their problem and it resulted in a move in?
Please comment to join the conversation and interact with other senior living professionals on what is currently being effective to increase occupancy on a nationwide basis.
Diane Twohy Masson is the author of “Senior Housing Marketing – How to Increase Your Occupancy and Stay Full,” available for sale at Amazon.com. Masson’s book will be required reading at George Mason University in the Fall as part of the marketing curriculum. She is currently consulting with Seniors For Living and two debt-free Continuing Care Retirement Communities in Southern California – Freedom Village in Lake Forest and The Village in Hemet, California. Connection and partnership opportunities: Email: diane@marketing2seniors.net
