b"MOVE-IN EXPERIENCEMove-in makeoverTransforming how people experience moving into long-term care at Sienna Senior LivingA t Sienna, even while thewhy making this transition can An essential part of the Settle-In pandemic was still in play,be difficult.pillar's success is for long-term care leaders started working onstaff to understand how they impact a new vision for creating a fulfillingFeelings of sadness, anxiety and lossthe move-in experience. The right experience in long-term care, withof independence often accompanymindset first involves acknowledging happiness at the root of daily life.moving to long-term care. In addition,that for staff, move-in day is part of Also, thinking ahead to the seismicthe stress of packing, paperwork,the regular workday, but for people demographic shift of the babycomplex medical needs, guilt and fearmoving inand their loved onesit boomer generation, it was theof the unknown is overwhelming. Foris the opposite of routine. This event right time to do something bold,long-term-care staff, moving day isdeserves special attention, specific transformative and purpose driven.routine and often down to a science.staff training and processes that The faster it gets done, the quickerprovide flexibility to meetExtensive research into existingresidents can get settled in. But inevery individuals situation andcare models and consultation withthe process, the resident and familyunique circumstances.Sienna's resident and family advisoryexperience can become overshadowed groups revealed that Sienna hasby necessary tasks: labelling clothing,Rolling out the welcome matsome excellent practices in place.admission paperwork, and assisting TourConsultations also showed wherewith unpacking.there are opportunities to raiseA decline in health usually triggers the bar when it comes to trust,While we cannot change what the pre-move-in stage for long-term communication, dining experience,needs to be done to move someonecare. When a long-term care home recreation and socialization.safely into long-term care, we canbecomes available, decisions must Circlechange how we do it. Sienna Seniorbe made quickly. When people have Following more than a year of designLiving's Settle-In program puts anthe opportunity to tour a home work and collaboration with residents,empathetic lens on an otherwisebeforehand, it can provide comfort families and team members, Siennadifficult process to make moving intowhen it comes time to move. Sienna launched the Circle approach, whichlong-term care feel less transactionalimplemented Tour Teams of highly is made up of four pillars: Settle-In,and more personal. motivated team members (leaders Savour It, Stimulate and Socialize.and frontline staff) trained to provide Each pillar identifies an aspect ofSettle-Inan engaging tour experience. Tours long-term care that is most importantThe perspectives of residents andgive the team a chance to showcase to residents and families. The Circlefamilies were vital to the design ofthe home and create an excellent first approach is built on a foundation ofSettle-In. Their experiences were theimpression. Long-term care homes high-quality clinical care and basis of the journey map, aligning thecan succeed in offering all guests service excellence.structured process of moving in toa high-quality tour experience by Since every journey to long-term caremeeting their individual needs andinvolving the whole team.starts with moving in, that is wherenot the needs of the long-term care home. The journey map highlights fourPrepareSienna's changes began.phases of the move-in process where long-term care homes can partner withIn a perfect world, people would have Moving ranks among the mostresidents and families to personalizemore time to prepare for moving stressful life events. Throwing in thetheir experience. The phases identifiedinto long-term care. But for most, additional complexities of needinginclude: Tour, Prepare, Arrival it's a scramble. The Prepare phase long-term care makes it easy to seeand Settle-In. prioritizes all the tasks that can be 24 LONG TERM CARE TODAY Spring/Summer 2023"