Designing the Total Experience of Senior Care
An Assessment and Strategy for Continuing Care
Covenant Care and Covenant Living is on a journey to improve the experience of people in their Continuing Care homes and communities. To support this, they engaged our team to assess the experience of residents, staff, and families using our Total Experience Framework and provide a robust customer experience strategy.
Because resident and staff experiences are deeply connected, it is crucial for all healthcare organizations to have a clear understanding of how to shape positive experiences while taking practical realities and operational constraints into account. At a time when Alberta’s aging population is placing growing pressure on our healthcare system, it is important now more than ever to understand how each experience supports the other.
INDUSTRY
Healthcare
CLIENT
Covenant Care and Covenant Living
WHY IT MATTERS
Our assessment and strategy gave Covenant a clear picture of their current experience maturity and a roadmap for growth. By aligning operational efficiency with stronger staff supports, this work set the stage for meaningful improvements in continuing care, ensuring residents can experience greater dignity, comfort, and quality of life in their later years. This work not only addressed an organizational need, but it also laid the foundation for lasting, life‑changing impact for residents, families, and staff alike.
PROCESS HIGHLIGHTS
The team conducted over 200 hours of observation across 11 communities and homes in Calgary, Edmonton, Red Deer, and Lethbridge.
We delivered assessment results, a comprehensive customer experience strategy, and robust journey maps to help the Covenant team truly understand their resident and employee journeys.
Impact
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User Level
Improved resident experience built through a documented understanding of what older adults and their families want and need.
Intentional consideration of family and caregiver experiences in visiting, communication, and treatment for their loved ones.
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Employee Level
Employees from all levels and across all Covenant Care and Covenant Living facilities throughout Alberta were engaged, creating clearer results, better alignment with the lived experience of staff, and ownership of the plans developed.
Identified opportunities to streamline processes, making it easier for employees to deliver on their promises to residents, caregivers, and families.
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Organizational Level
Implementation of strategy began less than one month after delivery.
A clear path forward for the organization has been set for the next three years, setting the stage for transformational change.
