‘An ant against an elephant’: Retirement village residents’ experiences of disputes and dispute resolution

Malta, Sue; Williams, Susan B.; Batchelor, Frances

doi:10.1111/ajag.12524

Cited by 14 publications

(10 citation statements)

References 8 publications

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“…Retirement villages often have a residents committee to have some control and be in more direct contact with the management (Croucher et al , 2003; Croucher and Bevan, 2010). Informational flows between management and residents can be an issue of critique, with residents not knowing about processes (Malta et al , 2018), but newsletters are seen as an effective way to keep people informed about a range of issues, also to counteract rumours (Croucher and Bevan, 2010). Retirement villages also have been shown to have sanctioning capabilities as facilities’ rules, such as dress codes for dinners, are enforced in some of them (Shippee, 2012).…”

Section: Resultsmentioning

confidence: 99%

Social capital in retirement villages: a literature review

Schwitter

2020

Ageing and Society

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Retirement villages are a model of extra-care housing, offering purpose-designed housing that incorporates both care services and a range of non-care-related facilities and activities. These generate opportunities for formal and informal social activity, and promote community engagement, solidarity between residents, and active and independent ageing. Providers suggest that retirement villages are able to foster an environment rich in social capital. This study's purpose is to review and summarise key findings on the topic of social capital in retirement villages in the gerontological literature. Social capital is defined as both an individual attribute of single actors and a feature of communities as a whole. A clear conceptualisation of social capital is used to organise the reviewed studies along different dimensions: on an individual level, social networks, trustworthiness and obligations are differentiated, while the collective level distinguishes between system control, system trust and system morality. Thirty-four studies are reviewed. While retirement villages are generally described as friendly places with widespread helping behaviour where new friends are made, research has also highlighted the difficulty of socially integrating the frail and very old. While, in particular, social networks and system morality have received much attention, there is a clear need for future research into the other domains of social capital.

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Section: Resultsmentioning

confidence: 99%

Social capital in retirement villages: a literature review

Schwitter

2020

Ageing and Society

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“…Whilst there are reported health benefits to retirement village living, contractual arrangements and dispute resolution can raise challenges. An independent survey conducted by Malta and colleagues in Victoria confirmed that the majority of residents were satisfied with their living arrangements and experiences of dispute resolution. However, 38% of issues remained unresolved/were unsatisfactorily resolved.…”

Section: Congregate Housing Optionsmentioning

confidence: 96%

Is an Australian's home their castle? The challenges of ageing in place

Sims

Cornell²

2020

Australas J Ageing

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“…Further, it is important to recognize that their needs transition over time, and hence their satisfaction with services also changes 16 . For example, the later years of life bring unique challenges for which may lead them to seek out new services and service experiences 17,18 . Therefore, in order to develop services that meet their changing needs, it is imperative that service providers continue to develop an in‐depth understanding of older peoples' needs, and the components of their satisfaction.…”

Section: Introductionmentioning

confidence: 99%

Satisfied versus dissatisfied: Experiences of retirement village living

2022

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ObjectiveThis study aims to understand and distinguish between satisfied and dissatisfied older people, through a comparison of their lived experience within a retirement village.MethodsAn exploratory qualitative research design was utilized to identify and describe consumer experiences of lifestyle living and how that experience translates to positive or negative satisfaction. The net promoter score (NPS) was employed to identify highly satisfied (Promoters) and highly dissatisfied (Detractors) people.ResultsSixty‐two interviews in retirement lifestyle villages were analysed, including satisfied (n = 33) and dissatisfied (n = 29) consumers of the service. Results reveal that satisfied people: (1) feel grateful for a service that exceeds their purchase expectations; (2) feel connected to others inside or (3) outside the lifestyle village; (4) feel ‘heard’ by the service provider; and (5) feel that they have retained their independence. Dissatisfied people describe: (1) broken promises, specifically those made at the time of purchase; (2) not feeling ‘connected’ to others inside the village; (3) feeling unheard or ignored by the service provider; and (4) the service not meeting their needs.ConclusionsRevealing these detailed insights clarified the nuanced, hazy and often ambiguous differences between dissatisfied and satisfied people. It also provided insights into the high priority needs, expectations and choices of people as they transition into and through older age. The research should help industry, government and society in general to provide products and services that fit into this lived experience and better meet the changing needs of older people.

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‘An ant against an elephant’: Retirement village residents’ experiences of disputes and dispute resolution

Abstract: Despite finding retirement village life positive, residents of retirement villages found disputes and dispute resolution processes unsatisfactory and desired change to address these concerns.

Cited by 14 publications

References 8 publications

Social capital in retirement villages: a literature review

Social capital in retirement villages: a literature review

Is an Australian's home their castle? The challenges of ageing in place

Satisfied versus dissatisfied: Experiences of retirement village living

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