Moving into a retirement community is a big transition. For many residents, it means getting used to a new home, new routines, new neighbours and a new team of people who are there to support them.
One of the most important things a resident — and their family — can do is communicate openly and with the right people.
Whether something is going exceptionally well or something isn’t quite right, speaking up matters.
Good Feedback Matters Too
Communication isn’t only about complaints.
If a staff member has gone above and beyond, a meal was particularly enjoyable, an activity was wonderful, or a resident feels especially well cared for, tell someone.
Positive feedback is valuable. It lets staff know what residents appreciate and helps management understand what is working well. A simple “thank you” or compliment can also make a tremendous difference to the person receiving it.
And if something isn’t working? That is important to communicate too.
Don’t Let a Concern Build
Sometimes residents or families hesitate to raise concerns because they don’t want to be difficult. They may worry about upsetting staff, creating tension or being seen as a “complainer.”
But avoiding a concern rarely makes it disappear.
A small issue that could have been easily resolved can sometimes become a much bigger problem simply because nobody knew there was an issue.
Perhaps a resident isn’t happy with their housekeeping schedule. Maybe they are having difficulty with a particular routine, aren’t enjoying the meals, feel uncomfortable with another resident, or believe their needs have changed.
These are things that should be communicated.
Retirement communities cannot address concerns they don’t know about.
But Who Should You Talk To?
This is where communication can sometimes go wrong.
Residents and families may mention a concern to whoever happens to be nearby — a receptionist, dining room server, caregiver or activity staff member. While that person may be happy to listen, they may not be the appropriate person to resolve the issue.
Knowing who to speak to can make all the difference.
Most retirement communities have different departments and levels of responsibility. Depending on the concern, the appropriate person might be:
- A care or wellness team member
- The dining manager
- Housekeeping or maintenance
- The activities or recreation team
- A department manager
- The Executive Director or General Manager
If you’re unsure who is responsible, simply ask:
“Who would be the best person for me to speak with about this?”
That’s a perfectly reasonable question.
Give the Community an Opportunity to Respond
Another important part of communication is allowing the retirement community an opportunity to investigate and respond.
Sometimes what appears to be a problem has an explanation that isn’t immediately obvious. There may be staffing considerations, scheduling issues, a misunderstanding, a change in policy or information that the family simply wasn’t aware of.
That doesn’t mean a concern isn’t valid.
It means that good communication is a two-way conversation.
Explain what you’ve noticed, provide specific examples when possible, and ask what can be done.
If the concern isn’t resolved, don’t be afraid to respectfully follow up or take it to the next appropriate level.
Families Need to Communicate Too
Family members play an important role in this process.
If you notice a change in your loved one’s behaviour, mood, routines or abilities, let the appropriate team members know. You may notice something during a visit that staff haven’t seen, simply because you know your loved one in a different way.
Likewise, if your loved one tells you about a concern, try to understand the situation before immediately assuming something has gone wrong.
Ask questions.
Listen.
And whenever possible, encourage your loved one to be part of the conversation.
After all, this is their home.
Communication Builds Better Relationships
One of the best ways to develop a positive relationship with a retirement community is to communicate openly from the beginning.
Don’t wait until there is a major problem.
Say hello to staff. Get to know the people who are caring for your loved one. Ask questions. Share information. Express appreciation. Raise concerns respectfully when they arise.
The goal isn’t to find fault.
The goal is to work together.
Retirement communities are made up of people caring for people. Just like anywhere else, communication isn’t always perfect. Misunderstandings happen. Things get missed. Priorities can change.
But when residents, families and staff feel comfortable speaking openly with one another, problems are much more likely to be identified early and resolved effectively.
The Bottom Line
If something is good, say so. If something is concerning, say so. And if you’re not sure who to tell, ask.
Your voice matters.
Speaking up isn’t being difficult — it’s being involved in your own care, your loved one’s care and the community you call home.
Sometimes, the first step toward making something better is simply having the conversation.
Looking for more answers about retirement community living? Call us at 613-421-6073 or email info@solvaseniorliving.ca for assistance navigating the seniors housing industry.