TIPS AND CONSIDERATIONS FOR DINING-SERVICE ROBOTICS
Test for resident responses: Introducing residents to new tech tools is one of the chief challenges that accompanies the adoption process. Culinary Services Group’s Wescott says residents at Springwell adjusted quickly to the introduction of robotics to the dining landscape—some even embraced it.
“As with any new technology, there are early adopters, general acceptors, and those who hold out,” Wescott says. “Most residents were positive or neutral in their response, with very few if any responding negatively to the robot. Many residents attempted to engage with the robot, name it, and asked if it could do more.”
Connelly says resident feedback for robots at The Springs has been “extremely positive.”
“[Residents] have expressed a lot of genuine curiosity and joyful reactions in response to the robots in our dining rooms,” Connelly says.
“Many of the residents share their delight with their families and grandchildren by sending them photos of the robots. Staff, too, have given us a lot of positive feedback, telling us it gives them more time to spend engaging with the residents.”
Anticipate adapting work methods: “The robots are easy to operate but using them requires a shift in workflow and process,” Connelly says. “There is some adjustment necessary on the part of the servers as they learn to work with their new robot helpers, but that’s to be expected.”
Watch out for costs and infrastructure needs: Wescott says cost is the largest obstacle to adopting sophisticated tech tools.
“Many of these technologies are either emerging or well established but require some level of infrastructure to be supported,” Wescott says. “I find that even well-established senior living communities can be slightly behind the technology and tech-infrastructure (Wi-Fi, electronic displays, networked TVs/Smart TVs in rooms, community apps).
“Establishing the infrastructure and also investing in new software or cloud-based systems comes at a cost which may be difficult to rationalize if the current system or process seems to be ‘getting the job done’ or the new technology establishes a new service level altogether. But these are differentiators for communities, and in an increasingly competitive market we see these as important opportunities to bring to our clients.”
AT-A-GLANCE PROS AND CONS Potential benefits
• Differentiator that can bring attention to community • Fun and engaging for families • Potential to reduce injury or infection • Reduction in costs for repetitive tasks
Put thought into easing the transition: Sveda says Lenbrook is determined to embrace the use of more technology in its community, but it also wants to ensure it doesn’t leave any residents behind who are unwilling or unable to adopt certain tech tools.
“So, for us, that creates a little bit of a challenge in that sometimes we're running dual systems—a paper system and a more high-tech system,” Sveda says. “And we've got to figure out how to do that so that we don't leave anybody out.”
Because whatever the challenges, navigating them ultimately seems an inevitable part of progress. As Sveda says, ignoring new tech tools isn’t an option.
“We are never going to be pioneers in the field of technology in senior living, but we can't shy away from it,” Sveda says. “It's not going anywhere.”
Potential challenges
• Initial costs and infrastructure needed • Timing considerations to avoid early adoption issues • Tech tolerance: Frustration or fear reactions
MARCH/APRIL 2022
ARGENTUM.ORG 35
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