Retirement Living App Case Study: Tricare
“If you look at the analytics behind the app, you’ll find that people are using it every day - for events, for news stories. More and more residents are coming up and asking to be ‘contributors’, asking to write their own stories and host their own events. Residents who we believed may be reluctant at using this app have absolutely embraced it which has been a nice surprise. The more people who are using it, the more people want to be involved with it. People don’t want to be left out and it really is simple to use.”
Company:
TriCare is a family-run organization that manages nine retirement villages spread across Australia. As an established player in the retirement community space, TriCare is known for its diverse array of amenities designed to cater to the varying needs and interests of its residents. TriCare's villages are home to a broad demographic spectrum, ranging from tech-savvy individuals to those who are not as comfortable with technology. Regardless of their technological proficiency, TriCare is steadfast in its commitment to enhancing the living experiences of all its residents, by continually improving its facilities and services.
Andrew George, Operations Manager, Tricare Retirement Living
Challenge:
In managing its retirement communities, TriCare encountered several operational challenges. One of the primary issues was the inefficient and time-consuming process of logging maintenance requests. This process, which relied heavily on handwritten notes, was laborious for both staff and residents and was prone to errors and miscommunications.
”Before we introduced the app, all maintenance, gardening and cleaning requests were handwritten. Residents would have to come up to reception and manually write the details onto paper sheets and there was little room for details or comments. Many disliked this system as it was difficult to know when their job would be completed and it was inefficient as they would need to return to the sheet for updates or call the office. Even the process of handwriting was very difficult for some due to arthritis and shaking hands,” said Andrew
Organizing community events presented another set of challenges, necessitating a significant amount of manual coordination and communication among staff, chefs, and residents. This often resulted in unnecessary delays and misunderstandings.
Solution:
To effectively address these challenges, TriCare introduced a comprehensive solution in the form of the TriCare Bubble app built on the Pluss Communities platform. This innovative app provided a user-friendly platform for residents to log maintenance requests, RSVP to events, and stay informed about various community news and updates. For staff, the app included features that allowed them to manage and respond to these requests in a timely and efficient manner. Recognizing that the success of the app hinged on its adoption and use by the residents, TriCare embarked on a series of education initiatives. These included group information sessions, personalized one-on-one lessons, and a peer-assistance program where tech-savvy residents were encouraged to assist others in navigating the app.
Impact:
The introduction of the Bubble app has had a transformative impact on TriCare's operations and resident engagement. By transitioning all maintenance requests to the app, TriCare has not only saved time but also established a more organized and efficient process for its staff.
“Since introducing the app, we haven’t received a single handwritten maintenance request. We are removing this process altogether and logging everything through the app. Staff even log jobs that aren’t resident related as it is an efficient and easy way for tasks to be communicated and completed. From a staff perspective, it is a proficient time saving system and a far more organised process than going back through handwritten sheets to ensure tasks have been actioned and completed. We can now store detailed notes, purchase orders and work orders, put jobs into progress and complete tasks in a visually pleasing way for the residents. We don’t ever lose track of an outstanding job now,” said Andrew
The organization of community events has been drastically streamlined, with residents now having the convenience of RSVPing through the app. Beyond its practical applications, the app has served as a catalyst for fostering a stronger sense of community among residents. Many residents have taken to hosting their own events and contributing content to the app, further enriching the communal experience.
“We now have residents setting up and hosting their own events through the app. We have given lessons on how to do this and the Residents Committee and social group have really embraced it”
Contrary to the initial expectations of a modest 30% usage, a staggering 93% of residents at Stafford Lakes now use the app on a weekly basis. The feedback from residents has been resoundingly positive, with praise for the app's ease of use and its role in simplifying previously cumbersome processes. The triumphant success of the app is a testament to the commitment, enthusiasm, and collaborative spirit of both the TriCare staff and the residents.
