Experiences become stories, which really are perceptions of the actual experience translated. Stories spread by word of mouth, amplified by social media. Stories make people fall in love, or hate, with a product or service. Stories are the marketing. Marketing impacts revenue.
It's easier to have empathy for people if you know specific things about them. Long-term care providers know this, and it is behind many valuable programs to learn more about residents' lives. Journalists also know this to be true, as shown by the recent Frontline/ProPublica expose on assisted living.
Emeritus Senior Living is focused on increasing communications to address concerns raised by a critical Frontline documentary that aired last week, according to Granger Cobb, the company's CEO, president and director. "We were disappointed by the report, which focused on very tragic, but rare and isolated incidents, that occurred several years ago at our communities," Cobb said during an earnings call last Thursday.
Incidents of resident harm are "rare and isolated" in assisted living communities, and providers work closely with regulators and support transparency, the leader of the Assisted Living Federation of America said in response to a critical Frontline report.
Loose regulations are endangering the growing number of assisted living residents in the United States, according to a new Frontline documentary that focuses on Emeritus Senior Living facilities. The program airs Tuesday at 10 P.M. EST, and is accompanied by a series of reports published this week on ProPublica.