About NQI SENIORWISE®

Becoming SENIORWISE®

There is a human tsunami coming. Baby boomers, the largest demographic in the history of mankind, are beginning to revolutionize how we view and deal with seniors as customers, patients, citizens, and staff. Are you ready?

Here are some of the demographics regarding the “baby boomer” population that are beginning to impact our society.

• The 55 to 64 year-old age group grew by 28% from 2001 to 2006.
• Growth scenarios suggest that in 10 years more people will leave Canada’s workplace than enter it. (Statistics Canada, 2006.)
• “In March 2001, in Canada there were more than four million people over age 65, of which almost one million were over age 80. Those population numbers will increase at about 7% per year over the next decade. About one third of Canada’s seniors live in Ontario.” (Customer Service Standard for People with Disabilities [CSA B480-02], 2002, p. 55.)
• Today, 13% of Canadians are seniors. By 2026 this number will reach 20%. In 2031, 25%, or 1 in 4 of Canadians will be seniors. (Statistics Canada, 2006.)

A growing economic and social power, seniors constitute a significant portion of the consumer market. This is evidenced by the fact that many have the time, desire, and means to bank, shop, and travel. Others are entirely dependent upon social services. Most have the ability, and more importantly the determination, to vote.

Many of us will need increasing health services as we age. It is estimated that the cost of health care between 2001 and 2021 will double. This can be mitigated by preventive care and education both for seniors and for those that serve or care for them. While a focus on abilities is critical, it is clear that disabilities often increase with age, sometimes through things such as falls. Increased education on prevention, along with sensible precautions both in the home and in our facilities (e.g. stores, banks, roads, etc.), may reduce the human and financial costs to our society.

Risk identification and effective risk management are on the agenda of most Boards in this country. Seniors’ safety is at risk from costly accidents and falls, and organizations are at risk if not meeting the needs of this important stakeholder group. In addition, addressing the safety needs of seniors is an important aspect of corporate social responsibility.

Consider that across all sectors of the economy, 50% of customers encounter a problem but do not complain, 45% complain about a problem to a frontline person, and fewer than 5% of customers escalate complaints to local or corporate management. All this serves to demonstrate that organizations may not know the magnitude of a problem or the related loss of business. Many seniors are loyal customers; if you lose them and they form a loyalty to another organization, it may be very difficult to get them back.

Consider, as well, that the “baby boomers” are fast approaching senior status, and what is likely to be a significant increase in the consumption of related ability-focused recreational, fitness, and health care services. Increasingly, younger seniors are providing care for older seniors, be they spouses or parents. Workplace benefits programs should now factor-in elder care assistance, such as on-site facilities and/or related information, and other supports such as leaves for elder care.

With our new SENIORWISE® requirements and guidelines, as well as related training courses and webinars, NQI is ready to help you ride this wave to your benefit.

The SENIORWISE® Requirements have been developed by Strategus Inc. in partnership with NQI to assist organizations in meeting the physical, psychosocial, service quality, and safety needs of seniors – whether they are staff, clients, patients, or customers. These Requirements can be implemented in two steps, or be addressed at the same time for organizations with an existing mature program for seniors. We are proud that Sun Life Financial is the patron sponsor of SENIORWISE®.

In addition to maintaining an expanded focus on excellence, you will reap many benefits. They include improved corporate memory, reduced risk, and increased market share of this growing marketplace with SENIORWISE® service.

Please contact catherine@nqi.ca or 1-800-263-9648 ext 232.