Some thoughts from Margaret Wylde, CEO of US/UK retirement living aged care consultancy ProMatura

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The international keynote speaker at last week’s RLC conference reflected on her 30-plus years research and consulting in the retirement living and aged care space. She made these statements:

  • About bullying – It is impossible to eliminate in her opinion. “I have not found an operator that can eliminate it.”
  • “Feeling at home” is the most important measure of satisfaction. Just 6% of 126 US communities she had just surveyed had achieved it.
  • “Intangible assets deliver the at-home feeling, it’s not the building”. 28% of the locations that scored high at-home feeling were ranked “institutional and drab”.
  • “The number one contributed to sales success was a sales counsellor focused on solving issues”.

The three evils are:

  • Ageism – don’t talk about it. “I want to live my life until I am dead”.
  • Commoditisation – all the homes and villages looked the same.
  • Paternalism – “developers think they know best”.