Westminster Village North deployed Relay to improve team communication, enable real-time language translation, and track employee movement with indoor location insights—leading to faster response times, increased staff accountability, and fewer complaints about missed tasks.
WESTMINSTER VILLAGE NORTH
Invests in Accountability and Team Communications
Photography © Westminster Village North
USE CASES
State of the art senior living facility, Westminster Village North, needed to swap personal cell phone use for a more professional solution. Relay’s streamlined communications and indoor location insights have not only increased staff accountability, but have also been a huge asset for tracking operational efficiencies when it comes to deliveries and patient care.
Photography © Westminster Village North
Meeting High Patient Care Expectations with Innovative Technology
Located in Indianapolis, Indiana and one of BHI Senior Living’s latest affiliations, Westminster Village North is a nonprofit, nondenominational continuing care retirement community. The community is set on 57 beautiful historic acres, featuring 42 cottages, 115 independent living apartments, 89 assisted living apartments, 124 health and rehabilitation suites, and 24 memory care units. With award-winning dining, a fitness center, and mini golf, Westminster Village North is proud to cater its thriving, pet-friendly community to those with an active lifestyle. It also offers residents a seamless transition between different levels of care without needing to leave the community. When it comes to choosing a new technology solution, Westminster Village North holds the provider to the same high standards they set for their own patent care.
Cell Phones: Slow Responses and Unprofessional Looking
Before Relay, Environmental Services (EVS) Manager, Dena Lira, and her team of 20+ staff had been relying on cell phones to communicate with one another. This presented a variety of challenges, including slow response times to texts and calls, staff not wanting to use their own personal devices on the job, and conflicts with the facility’s cell phone policy. It was also difficult for Dena to be sure her team was using their phones for only work-related tasks. To speed up team communications and hold employees more accountable for their time at work, Dena began exploring a new communication technology recommended by corporate: Relay.
Location Tracking and Language Translation
In addition to its compact size, one of the main reasons Dena began considering Relay was for its bluetooth beacons and indoor location tracking system. This would give her added insight into where employees were during their shift, especially break areas, and for how long. She’d be able to track efficiency and reduce time employees spent outside their designated areas. What made her confident that Relay was the right solution for her team was its TeamTranslate™ enhancement. With over 50% of her team being Spanish-speaking, some with little English proficiency, the ability to translate messages in real-time across devices would be an invaluable capability.
12 out of my 22 person staff are Spanish-speaking, so TeamTranslate™ has been a huge feature. We use it a lot for 1:1 meetings and it’s been great for going back and forth. It’s also been useful for communicating when they’re on a unit and I need to let them know what needs to get done.
– Dena Lira, EVS Manager at Westminster Village North
Relay Enhances Team Accountability and Efficiency
In just two weeks, Dena and her team at Westminster Village North had beacons strategically installed and were communicating almost solely over Relays instead of cell phones. While the team was a bit hesitant at first, they’ve all seen the efficiency Relay has brought to their tasks. In their first two and a half months with Relay, the team sent over 8,000 messages – an incredible feat for the small but mighty team.
Dena has been pleased with the results she’s seen with Relay, now able to:
- Track employees location history and time in break rooms
- Communicate with staff quickly and efficiency using Relay’s Dashboard on her computer
- Use TeamTranslate™ during 1:1 meetings or across units with primarily Spanish-speaking employees
- Check in on her team from home, especially important with the smaller staff on weekends and evenings
I put some beacons by where the laundry staff stocks their laundry, and that’s helped a lot too, just knowing that they are actually going to the linen closets on those units. I can see that they are going into each unit where they should be doing the linen drop offs. That has been a big issue in the past. I would get complaints that no one was delivering linens in the evenings. Now I can see that they did go to these units and I’m no longer getting complaints.
– Dena Lira, EVS Manager at Westminster Village North
57-acre campus with almost 400 total resident units across all care levels
Full continuum of care: independent living, assisted living, rehab, memory care
Multiple departments, including EVS, nursing, dining, and activities
INDUSTRY
OBJECTIVE
Replace personal cell phone use with a professional communication solution to improve staff accountability, streamline team coordination, and support high standards of patient care at Westminster Village North.
RESULT
