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Do Leaders Really Know All the Challenges in their Aging Services Organizations?

Updated: Jun 28, 2023

In organizational leadership, the “Iceberg of Ignorance” refers to the unknown or overlooked factors that can greatly impact an organization's performance and decision-making. These may include unseen industry trends, unacknowledged competition, or overlooked internal issues such as resident satisfaction, clinical workflow, and regulatory compliance. Addressing these hidden factors can help leaders to make better decisions and improve overall resident experiences in their residences.

As an aging services leader, it's crucial to understand that the "Iceberg of Ignorance" is a real thing, and it can have a significant impact on the quality of care provided to your residents. It's easy to get caught up in the day-to-day operations and not fully understand all the nuances of the resident experience, but that's where a platform like Resident Views comes in.


One of the key issues highlighted by the "Iceberg of Ignorance" in aging services is that there is often a lack of clarity around resident experience. For example, a Regional Operations Director may know all the day-to-day challenges and needs of residents, leading to poor resident satisfaction and below expected occupancy rates. Additionally, leaders may not be aware of the specific concerns or complaints of residents and their families, leading to missed opportunities to improve care.


Resident Views is a platform that allows care home residents and their families to provide feedback about their experience in their residences. This feedback can include information about the quality of care, staff interactions, and the overall living experience. By using this platform, leaders can gain valuable insights into the residents' perspective, which can help identify areas for improvement and address specific concerns.


Not having visibility of all your stakeholders’ concerns can also impact your organization’s reputation and financial stability. If leaders are not aware of the latest best practices, they may miss opportunities to improve care and increase efficiency. By using Resident Views, aging services leaders can stay up-to-date with the latest best practices and benchmark their performance against their peers.


To combat the "Iceberg of Ignorance" in care home leadership, it's important for leaders to actively seek out new information and learning opportunities. Utilizing Resident Views as a resource can help care home leaders gain valuable insights and feedback that can help improve the quality of care and the overall experience for residents.


In conclusion, as an aging services leader, it's important to understand that the "Iceberg of Ignorance" is a real thing, and it can have a significant impact on the quality of care provided to your residents. Leveraging specialized feedback platforms like Resident Views can help you gain valuable insights into your residents' overall experience, stay current with industry trends and regulations, and make informed decisions that ultimately lead to better outcomes for the people that matter most to you.




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