The pandemic forced senior living providers to press “fast forward” on implementing new technology.

“What we saw during Covid was there was an actual demand for technology for the first time,” Sara Kyle, Principle at consulting firm LE3 Solutions said during a panel on technology and the resident experience at Senior Housing News’ recent WELLNESS/DISHED event in Orlando. 

“Now that people have experienced the convenience, connectivity, and accessibility technology brings, it will only continue to grow. But there’s a lot of pre-work that has to be done and education and explaining, rather than just throwing technology at something to fix it,” Sara said. 

This unprecedented demand for technology showed the world that age and technology aren’t mutually exclusive. The key for everyone, regardless of age, is relevance. 

“It has to be relevant to residents,” said fellow panelist Rich Delong, Sr. Director of Resident Experience at SRI Management. “If we can show them the connection between technology and how it’s going to improve their life and give them joy and the benefits of living well. By making that connection, we’re going to be able to move them further into this technology world, which we need to because it’s not going away.”

During the pandemic, technology was a lifeline—the only connection to the outside world for many. 

Now that the dust is starting to settle, providers must make sure they’re supporting seniors, staff and families in understanding how, and why, technology can benefit them. 

“It’s continuing to create this story and this picture of why technology is needed, not just that we want you to change and do something different. That’s an education and that’s a process and it’s continuous,” Sara said.

From educating residents to training staff and managing expectations all around, implementing technology in senior living presents no shortage of complexity, and there are no easy answers. Despite the challenges, technology provides unique benefits for residents, staff and families that simply can’t be achieved by sticking with the status quo. 

During the wide-ranging discussion, panelists discussed topics including best practices for implementing new technology, engagement trends, the role of family, and the future of technology in the resident experience.

Here are a few key takeaways:

On using familiar technology:

“How do you mesh those two together - residents, the older adult population, and technology? You use something familiar to them that also has expanded capabilities they can learn as they go.”

Rich Delong, Sr Director of Experience at SRI Management

On giving residents tech-related resources: 

“We are throwing so much technology at residents and we are giving them no resources to solve those problems, other than you hope the person working at the reception desk can show them how to use the technology … You have to find a person who is skilled and knowledgable to support residents.”

Sara Kyle, Founder and Principal, LE3 Solutions

On making technology relevant to residents:

“As providers we have to help our residents use technology to achieve the outcomes they’re looking for. They want them to experience joy. They want to be well. They don’t want to fall. We have to show the technology we’re going to bring to them is going to enhance their life in these ways.”

Rich Delong, Sr Director of Experience, SRI Management

On getting community-level staff aligned:

“Decisions are being made at a corporate level and sometimes they don’t align with how it could be deployed and executed at the community level. You have to communicate why these decisions are being made and why it’s relevant to staff. Let them know it’s going to augment what they do, not replace them. And be honest that this is going to take time, but the outcome is worth it.”

Sara Kyle, Founder and Principal, LE3 Solutions

On balancing long-term vision with short-term results.

“The visionary, early adopter customers we’re working with all have a long-term vision for what they can ultimately use our technology to achieve, but they’re also able to see what we can be done today. They identify small steps they can take right now to start providing value, knowing where they ultimately hope to get in the future and bridge that gap.”

Michelle Wright, VP Marketing, Caavo

Want more? Listen to the full audio recording from the panel.