April 6, 2021

How senior living can use Disney's data strategy

Being able to see patterns, derive insights and take action based on data from across the enterprise can give you the information you need to improve your organization’s performance.

Over the last 18 months I've met with senior living leaders across America to learn about their priorities and how technology can help. These leaders identified two goals:

  • We need to rebuild census and increase revenue
  • We need to connect our technology systems so that we can see the full picture of our residents and our business

To solve these challenges, let’s look outside of senior living to other industries. In hospitality, leaders like Disney, Ritz Carlton, and Starbucks have developed loyal customers (and earned enviable margins) by using data from across the enterprise to create a 360-degree view of their customers.

The process of combining data from different sources is called data integration, and in this article we’ll look at how senior living teams can benefit from it. 


Three questions that data integration could answer

1) Do resident care plans accurately match resident needs?

Residents are more than their care plan. To get the full picture of a resident we’d need to also include:

  • Who is coming to visit them? How often?
  • Are they participating in activities?
  • Are they using the nurse call button in their room (for Assisted Living)?

Each of these questions (visits, activities, nurse call usage) is a data point about the resident. Connecting data from your eHR, eMAR, nurse call, visitor sign-in and more, would allow you to create a timeline for each resident and see how they are trending over time. This insight could suggest if a resident needs an assessment ahead of schedule, identify opportunities for proactive care, and help inform a conversation with the family (who may not know everything that’s going on with their loved one).


2) How can we increase the average length of stay in assisted living?

The average length of stay in assisted living is 24 months. Some residents stay for several years while some have very short stays (perhaps only a few months). Overall, there is a lot of churn which is expensive and taxing on your staff.

If you combine data from different systems (like your CRM, eMAR, eHR, life enrichment records, and more) you could dig into this churn and ask questions like:

  • What was their health status at entry?
  • Did they participate in life engagement programs?
  • Did they participate in health and wellness programs?

These questions can unlock valuable insights around why some residents stay longer than others and reduce churn.


3) Who thrives in your communities?

Good salespeople know the importance of “selling past the sale.” In senior living, this means that you need to understand who thrives in your communities so that you can ensure that good prospects become happy residents (and identify who is a good prospect and tailor your offerings to that profile).

By combining data from your CRM and other systems, you could answer questions like:

  • What attracted the residents who are thriving to your community?
  • What age did they come in and what was their health like?
  • What are their resident satisfaction survey scores and are there patterns in their comments?

Understanding this data allows you to refine your sales & marketing program to attract more residents who will thrive as well as refine your life enrichment offerings to offer an even better experience for residents.

Going beyond departmental and community KPIs

Pulling data from different systems is time-consuming and hard to do repeatedly. As a result, most senior living teams only do it for special projects where employees run reports in different systems and then drop it into Excel for analysis.

The better way to do data integration is to use technology: let computers do what they are good at (taking large amounts of data and organizing it) and let people do what they are good at (identify patterns and finding insights). This approach is faster, repeatable, and guaranteed to find insights that can move the needle. 

Being able to see patterns, derive insights and take action based on data from across the enterprise -- questions like the examples we’ve given – can give you the information you need to improve your organization’s performance.

We believe the time is right for senior living to seize the advantages of data integration. At Bateau we’ve assembled a team of experts who can deliver the benefits of data integration without adding complexity. The key to this is our Resident360 platform, and we’re partnering with leading senior living organizations and other vendors. Contact our CEO, Paul Jarvis, for more information.

Paul Jarvis
Paul is the CEO and Co-Founder of Bateau. Prior to Bateau he spent 7 years working on data integration projects at Palantir. In his free time he likes to mountain bike, eat food that's too spicy, and play with his cat.