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Currently, Kisco is wrapping up extensive renovations at
Bridgepoint at Los Altos, including changes to the front
entrance, parking lot, dining room, and common areas.
Grandbouche shares that the changes to the front entrance
were particularly concerning to residents in the beginning,
because the original water feature was being removed from
the middle of the walkway. “In the plan, we decided to take
that fountain out and put in a really nice walkway with an
arbor over it.” But even though the changes were going to
improve the experience of residents, staff, and visitors entering
the building, residents still wanted the water feature. “So we
listened to them and added a brand new water feature to the
side near the building. There was a lot of skepticism, but now
that it's done, they love it.”
Once the renovations have been kicked off, the executive
director’s job is to keep the communication going. From
weekly meetings with the contractor to progress reports
for residents and family members, Grandbouche says this is
maybe the most important duty for an executive director at
this time. Just keeping people informed on a regular basis can
“really keep complaints and frustration down. Always keep in
mind that construction can be disruptive, especially to their
daily routine.”
Along the way, it’s important for an executive director
to recognize the extra efforts of their team members. As
Grandbouche mentioned, renovations are disruptive for
employees as well. “The staff works that much harder during
a renovation. They walk 100 more steps to deliver that meal.
They have to park off the community and walk to work. So
we really make sure that we communicate with the associates
along the way and thank them” because staff can go a long
way to help make the process as smooth as possible for
residents.
During the third phase at Bridgepoint at Los Altos, a temporary
dining room had to be set up. “So the staff set up tables in
the library/common area, as well as the patio, and served
dinner there. It became this fun, exciting experience. The
residents loved it—they were getting the same high-quality
food, but because they were out of their old routine, people
were enjoying eating with new dining companions in a new
location. I'd say the dining phase was the most successful
because of the way the staff handled it.”
Grandbouche says it is also important to work with contractors
who have experience with senior living, because the needs of
residents are unique. During a previous renovation, he says,
the contractor noticed that the residents seemed to enjoy
watching the work progress. “The contractor actually built a
couple of benches for them to sit on and watch the work. The
residents loved it—it became the gathering spot.” Contractors
with senior living experience can go a long way to make
residents feel like a part of the process.
In addition, high-quality contractors will be skilled in safety
measures. At Kisco communities, these safety measures range
from caution tape and signage to temporary barriers. They
will even post a person at certain locations to redirect others.
Grandbouche says that the regular meetings with contractors
also help executive directors maintain safe areas.
Another key strategy for renovating a community where
residents are living is to break the plan up into sections or
phases. Grandbouche says, “Of course, it is easier to do it all at
once. You can have the electricians, painters, etc. come all at
once. But we spend a lot of time on the phasing of the project
and we're ok with that because we don't want to disrupt our
residents’ lives that badly.”
For instance, at Bridgepoint at Los Altos, the front entrance
renovation was phase one, the common areas were phase two,
and the dining room was phase three. “We try to complete the
most disruptive renovation first, so that's why the front entrance
was phase one. We wanted to get that out of the way and back
to normal because our front desk, as at many communities, is
the hub of the community.”
Finally, Grandbouche says, it’s important to celebrate successes.
Whether it is the completion of a phase or the entire renovation
plan, celebrating with staff, residents, and family members gives
them ownership in the final result. “We have a big party at the
end of the renovation for the residents, and we throw another
party for the staff because in every community the staff is the
heart and soul.”
In the end, Grandbouche says, despite the extra work and
effort, despite the frustration, it’s all worth it. “It can be hard for
residents and staff to see the end, but you have to believe that,
at the end they will love it. And they always do.” After all, an
Assisted Living, Memory Care, or Continuing Care Retirement
Community is more than just a building. It’s more than four walls
and some furnishings—it is a home.
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