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Edgehill (Benchmark Senior Living)


off,” Kenah said. She also tried to sell the upside of the new arrangement, which temporarily changed people’s dining hab- its. “We pointed out that people were meeting new people, and there was a lovely sense of people getting to know each other.” Barstein likewise disseminated a steady flow of information during the 18 months it took to add 10 traditional assisted liv- ing residences, nine new independent living apartments, and six skilled nursing spaces to his community. “Every Friday our operations team would meet with the


general contractor and get an update on what would happen in what areas the following week. Then we would have a town hall meeting that was open to all residents,” he said. That meeting would communicate not only what would be hap- pening next, but would provide visuals of completed areas and finished projects. Additionally, any time an individual resident was going to be impacted, someone on staff would reach out personally to convey the needed information. While Barstein kept this up throughout the entire renova- tion, he found that the more information he was able to supply,


the less pressure there was from the residents: As long as they felt like they were in the loop, they seemed satisfied. “Turnout from the residents was pretty extensive at first. In the beginning it was a packed house. Then as they got used to the disruptions it died down a bit,” he said. Barstein found that on some occasions, resident satisfaction


required turning lemons into lemonade. When a contractor hit a power cord and blew all the lights, the staff fired up a gen- erator and went ahead with a planned party for the residents.


ISSUE 6 2017 / ARGENTUM.ORG 43


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