12.20.2024 Juanita
If you are involved in the aged care & retirement living sector, chances are you have come across or watched the Netflix TV series 'A Man on the Inside', created by Michael Shur. The storyline follows Charles (played by Ted Danson), a retired individual who embarks on a new chapter in his life by becoming a mole in a secret investigation within a retirement home called ‘Pacific View Retirement Community’.
As a technology provider catering to aged care & retirement living operators, our team couldn't help but draw attention to the outdated paper-based systems depicted in the Pacific View Retirement Community on the show. It is evident that the implementation of an Operations Management Software could have potentially mitigated some of the challenges faced by the characters in the series.
1. Modernising the Sign-in Process
In Episode 1, private investigator Julie arrives at Pacific View and completes a traditional paper-based sign-in process at the front desk for herself and Charles. This situation could have been enhanced by implementing a digital visitor management system. Such a system would have allowed Julie to quickly check in using options such as scanning a QR code for contactless registration or utilising an iPad kiosk app for a seamless and expedited check-in process.
2. Digitising Communication with Residents
When Julie & Charles first enter Pacific View, you can see a resident looking at flyers located at the front entrance of the foyer. Rather than relying on traditional posters and flyers, Pacific View could have opted for a more modern approach by introducing a resident app. This app would provide residents with direct access to a village news feed where staff could post announcements and updates. Furthermore, the implementation of digital newsletters on a weekly or monthly basis could have ensured that all residents stay informed about the latest village happenings in a timely and efficient manner.
3. Accessible Activities Calendar
During Charles’ first day at the village, Village Manager Didi welcomes him with a two-page activities schedule plan for his first week at Pacific View. Instead of having Charles carry around physical schedules while figuring out which activities to attend, a more streamlined approach could have been for him to access the activities calendar through a mobile app. Implementing a mobile-friendly activities calendar and management system would not only enable staff to monitor Charles' participation in village activities, but also allow Charles to conveniently review the exciting events lined up for him.
4. Enhance Data & Security
As we get to Episode 3, Charles’s daughter Emily manages to cause a distraction and steal a village staff member’s Weekly Master Schedule that was in a staff-only room. With the implementation of an Operations Management Software at Pacific View, the schedule could have been securely stored on a restricted-access desktop, reducing the risk of theft. Moreover, a digital system would empower staff with a comprehensive dashboard to efficiently monitor and manage all village activities for the week, mitigating the vulnerability of traditional paper-based schedules to misplacement or unauthorised access.
5. Streamlining Resident Feedback
The resident committee meetings at Pacific View provide a platform for residents to candidly share their living experiences and raise maintenance concerns. While the humour and chaos of these interactions provide a unique charm, the implementation of a feedback and maintenance management system by Pacific View would greatly enhance the capture and organisation of these vital insights. By leveraging a feedback system, Pacific View could digitally send resident surveys, and easily consolidate and analyse honest feedback to drive service improvement. Meanwhile, a robust maintenance system would streamline the logging and tracking of resident maintenance requests, ensuring timely resolution and fostering continued resident satisfaction with their living conditions.
6. Centralising Resident Profiles
In Episode 4, Village Manager Didi reveals Charles's paper folder containing his resident profile, including his Financial Responsible Party Information and Incident Reports. This manual, paper-based system, with individual folders for each resident, appears cumbersome and prone to disorganisation. Imagine the efficiency and convenience if all this information were securely stored and easily accessible in a centralised platform! Implementing an Operations Management Software would transform the way village managers retrieve and manage residents' profiles and essential documentation, streamlining operations with the simple click of a button.
7. Efficient Maintenance Operations
In Episode 6, Village Manager Didi faces a flurry of verbal requests as soon as she arrives at Pacific View. Residents express concerns about WiFi issues and demand a resolution timeline, while a staff member reports both WiFi outages and a broken emergency pull cord in a resident's room. Amidst the chaos, a kitchen staff member informs her of 40 missing salt shakers. Despite Didi's commendable multitasking efforts, the situation highlights the urgent need for a streamlined maintenance and asset management system. With such a system in place, these issues could have been addressed more efficiently, alleviating stress for both Didi and the residents and staff. By enabling residents and staff to log maintenance requests through a dedicated app, these requests could be automatically routed to the maintenance team, with progress-tracking features for all parties involved. Additionally, an asset management system could have alerted the kitchen staff to the gradual disappearance of salt shakers before the accumulation of 40 missing items, preventing such incidents in the future.
What other areas of improvement could you spot in the ‘A Man on the Inside’ Pacific View Retirement Community? Elevate your operations beyond the limitations experienced at Pacific View, book a demo and discover our Operations Management Software today!
