Brookdale Senior Living is one of the industry's leading providers of senior adult care, with over 600 facilities across the United States. But employees have been complaining that the chain’s centralized computer system, which prioritizes efficiency, misses some of the nuance involving caring for seniors. As a result, they say, its staffing algorithms consistently understaff facilities, and the quality of care suffers.

Patricia McNeal spent six years overseeing facilities in Ohio and Florida, but was forced out after complaining to her superiors about the substandard staffing recommendations. She said, “Brookdale is handing you this thing that says, ‘This is what it says you need, hire for that.’ My eyes told me that we weren’t getting enough.”

And she’s not alone. At a facility in Florida, Brookdale recommended fewer employees than buildings on campus, making it impossible for staff to always monitor all residents. And at a facility in Texas, caregivers were given only 20 minutes to help residents undress, shower, and get dressed again, a standard they could not meet.

According to a report in The Washington Post, the problem stems from decades old research bankrolled by corporate executives looking to cut costs and maximize revenue. They timed a set of caregivers performing various tasks, then fed that data into their programming, erroneously assuming that all adults have the same needs and that those trends would never evolve over time. What resulted is a standard of low-skilled laborers performing rote tasks, treating human beings like widgets on an assembly line.

This labor model fails to account for the complexities of dealing with adults who may be facing cognitive decline. When any one task takes longer than anticipated, it subtracts time from the entire pool of available hours, which prevents some residents from receiving essential care.

In an email to her superiors, Brenda Jarmer, a director of operations in Florida, pleaded for intervention, “I cannot stress to you how bad it is … I am asking for help.”

Possible Preaching Angle:

Being a wise steward of resources is important, but we should never be so concerned with efficiency and conformity that we fail to care for the weakest among us.