CLIENT CASE · EMMAUS VILLAGE

Emmaus Village - Matching People, Creating Belonging: Values-Based Dementia Care

Emmaus Village, operated by St. Agnes’ Catholic Parish in Port Macquarie, Australia, is an innovative residential community for people living with dementia. Residents live, meet and socialize based on shared interests and lifestyles in a safe and secure environment that feels like home.

Client:

Emmaus Village
Expertise:

Segmentation & Personas
Market:

Dementia & Aged Care

Audience

Foster harmonious communities and support staff decisions
Approach

Identify resident segments and communicate personalized care
Impact

Support resident adaptation and overall satisfaction

The challenge

Matching new residents to the right house

As Emmaus Vllage prepare to welcome new residents, their challenge was to identify their common interests and lifestyles before admission, so they could assign them to the right house. They wanted to ensure every resident felt at home and could adapt easily, while also creating harmonious households. The challange was how to identify beforehand the common interest and lifestyles of their new residents so thar they could assign them to the right house.

?

How can residents’ common interests and lifestyles be identified before admission so they can be assigned to the right house?

Our Approach

Using values-based segmentation to support placement

Develop five resident segments

We provided a vivid and detailed portrayal of five distinct resident segments based on values, interests and lifestyles.
Create a rapid allocation test

We developed a test that enables consultants to categorize a new resident into one of the five segments within minutes.
Use the results before admission

The dementia support consultant uses the tool during pre-admission meetings, either at Emmaus Village or in the community. The results can then be discussed with the family before deciding on the best location for the new resident.

The outcome

What the client gained

More informed placement decisions

The allocation tool helps consultants make informed decisions about the most suitable placement for each new resident.
More successful adaptation

Placing residents in the most suitable household helps them adapt more successfully to their new environment and household.
More cohesive households

Placing residents according to the five segments supports household cohesion during a stressful period for new residents, existing residents and home companions.

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Resident relocations

No residents needed to be relocated because of household conflict or disharmony

After 15 months of using the tool, Emmaus Village reported no doubts about the resident-segment results and no relocations caused by conflict or disharmony in the houses.

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“Spending the time initially to get the right resident mix, in the end is completely worth it.”

Fiona Davies

Health and Wellness Lead, Emmaus Village

In short

From data to campaign decisions

Our five resident segments and allocation test give consultants a quick and accessible way to support placement decisions. The tool can be used during pre-admission meetings, produces results quickly and supports discussions with families about the best location for each new resident.

Client evaluation

The tool is very easy to use and can be accessed both on site at Emmaus Village and out in the community with our dementia support consultant using it during pre-admission resident meeting to give us time to discuss results, consult with family about outcome and decide on best location for the new resident. The questions are appropriate and well thought out and results are delivered quickly.

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