Book of Letters: Volume II by The Goodman Group

Book of Letters Volume I I

P l ati nu m Service速 M om ents

Our Mission The goodman group To create and manage living environments that emphasize quality of life and enable residents and staff to achieve an optimum level of well-being.

Our Managed Communities To enrich the quality of life of our residents by creating a sustainable, nurturing and professional environment through caring, personalized service.

Putting you at the heart of everything we do.â&#x201E;˘ Safe | Memorable | Considerate | Clean | Competent

Table of Contents INTRODUCTION

MINNESOTA

A letter from John Goodman . . . . . . . 4

The Commons on Marice. . . . . . . . . 24

Platinum Service Standards. . . . . . . . . 6

Intergenerational Learning Center . . 25

THE GOODMAN GROUP The University of Montana. . . . . . . . . 8

ARIZONA The Peaks . . . . . . . . . . . . . . . . . . . . . 9

CALIFORNIA Monte Vista Village. . . . . . . . . . . . . . 10 Alamitos West. . . . . . . . . . . . . . . . . . . 11 Katella. . . . . . . . . . . . . . . . . . . . . . . 12

FLORIDA Westchester Gardens. . . . . . . . . . . . . . 13 Cypress Palms . . . . . . . . . . . . . . . . . . 14 Regal Palms. . . . . . . . . . . . . . . . . . . . 15 Royal Palms. . . . . . . . . . . . . . . . . . . . 16 Sabal Palms . . . . . . . . . . . . . . . . . . . . 17 Silver Palms. . . . . . . . . . . . . . . . . . . . 18 Terracina Grand. . . . . . . . . . . . . . . . 19 The Residence at Timber Pines. . . . . 20

Old Main Village . . . . . . . . . . . . . . . 26 Pathways on the Park. . . . . . . . . . . . . 27 St. Anthony Health Center. . . . . . . . 28 Chandler Place. . . . . . . . . . . . . . . . . 29

MONTANA Valley Health Care Center. . . . . . . . . 30 Westpark Village. . . . . . . . . . . . . . . . . 31 Valley View Estates . . . . . . . . . . . . . . 32 Hillside Health Care Center. . . . . . . 33 Riverside Health Care Center . . . . . . 34 The Village Health Care Center. . . . . 35 The Village Senior Residence . . . . . . 36

OREGON Miramont Pointe. . . . . . . . . . . . . . . 37 West Hills Senior Living. . . . . . . . . . 38

SOUTH DAKOTA The Inn on Westport . . . . . . . . . . . . 39

WASHINGTON Summer Hill. . . . . . . . . . . . . . . . . . 40

P l a t i n u m S e r v i c e速 M o m e n t s

Dear Prospective Residents & Family Members, I want to thank you for taking the time to visit our community and would like to share some of the letters we receive at The Goodman Group. I am very proud and grateful for the time residents, family members and friends take to write and tell us about their experience at a senior living, health care or residential community. I am also very appreciative of the staff members at these communities for their wonderful work and commitment to providing Platinum Service® to residents, families, and to each other. In 2014, we celebrated the five-year anniversary of our landmark customer service program, Platinum Service®. In addition to the formalized training, each day 4,000 employees attend a daily stand-up meeting to continually embrace our mission, values, service approach and our 20 Platinum Service® Standards. This daily exercise sustains and perpetuates our Platinum Service® culture and creates Platinum Service® moments. Our mission at The Goodman Group is to create and manage living environments that emphasize quality of life and enable residents and staff to achieve an optimum level of well-being. At each community, the mission is to enrich the quality of life of our residents by creating a sustainable, nurturing and professional environment through caring, personalized service. This is accomplished by values where: • We respect our residents and guests and promise to create a positive and enriching experience to gain lifetime loyalty. • We respect our employees and empower them to deliver unparalleled customer-centered services in a caring, consistent and timely manner. • We embrace diversity and operate with care and integrity in an environment of purpose, belonging and accountability. • We are proud to be contributing and supportive members of the communities we serve. We look forward to the opportunity to serve you and are hopeful that you will experience the difference when you select one of our communities as your new home. Best wishes, John B. Goodman Chairman

Our P latinum Servic e® Standards A life-affirming service offered by

The Goodman Group

Providing unparalleled service is the focus of our team efforts and our main personal role. We are committed to following and supporting our service philosophy.

I take ownership of service excellence and offer solutions to achieve positive results for our residents and fellow employees.

10.

11.

I place our residents at the center of everything I do, personalizing my services to meet their preferences.

I build lifetime relationships with our residents by creating memorable experiences. I am proactive in my service approach and focus on anticipating the needs and desires of our residents.

I am always considerate and treat residents and fellow employees with dignity and respect.

I enjoy what I do. I have a warm, caring and positive attitude that makes our communities great places to live and work. I never say “no” to an opportunity to serve our residents and to improve their living experience.

I understand that safety and security is everyone’s responsibility and I ensure that concerns are promptly reported and addressed. I am responsible for always providing a clean, well maintained and pleasant environment for our residents, guests and employees.

I follow our appearance and grooming standards to create a positive impression and to support our image.

I am prompt and responsive. I complete my commitments with competence, showing my professionalism and dedication.

Gerry Resident at Regal Palms Largo, Florida

I respond to each residentâ&#x20AC;&#x2122;s style and cues. I adjust my pace and service delivery accordingly.

12.

16.

13.

17.

14.

18.

I play a critical role in reporting and resolving service concerns and promptly follow up to ensure resident satisfaction.

I am respectful of our residentsâ&#x20AC;&#x2122; personal time and privacy. I understand the importance of confidentiality within our community, directing inquiries to management.

15.

I understand the importance of proper communication. The words I use in all forms of communication, written and verbal, are aligned with our image.

I am always eager to help, stepping out of my primary duties, to assist our residents and fellow employees. I am committed to my ongoing development. Knowledge and skills are essential in creating a great experience for our residents.

I am responsible for the quality of the work environment and I am valued when I share ideas, feedback and opinions in a professional manner.

19.

I am a leader and I lead by example. I am a good steward of the environment and a role model both at work and in the greater community.

20.

I am an ambassador for our company and continually promote our services. I always conduct myself with integrity and uncompromising values.

Chaska, minnesota

August 2, 2011 John Goodman 1107 Hazeltine Blvd. Ste. 200 Chaska, MN 55318-1070 Dear Mr. Goodman: Thank you so much for your generous gift to The University of Montana Foundation and to the Online Nursing Program. It is gratifying to know we have friends like you who do so much for the University we all care about so deeply. Your donation stands as an inspiration to others and shows us that now, more than ever, is the time to invest in education. With your help, the College of Technology can address a critical nursing shortage both in Missoula and around the state. Your investment in the University, students, and faculty shows your commitment not only to education but also the health of our citizens. The Goodman Group Online Nursing Program provides so many with fulfilling career opportunities and addresses a need for more nurses all over Montana. I am honored by the confidence you have shown in the Foundation. We work diligently to ensure your gift has the maximum impact and funds the purpose you intended. The entire campus community knows how fortunate our students are for your gracious support of the [college] and appreciates your dedication to The University of Montana. I hope sometime soon you will stop by the Foundation so we can personally thank you. Sincerely, Laura Brehm President and CEO The University of Montana Foundation

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book of letters

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Lemon Flagstaff, Grove, California arizona

Friday, July 30, 2010 To: The Peaks Executive Director The Director of Nursing From: Robert “Rob” Tracy Hall II Room 29 Subject: Thank You! I’d like to take this opportunity to thank several of the professional staff at The Peaks who have been instrumental in my recovery from acute kidney failure. I believe that my rehabilitation to my new level of functioning would have been, in my opinion, impossible to achieve anywhere except at this facility. Specifically, I’d like to recognize several individuals who made my recovery to my current level of functioning possible: RNs Chris, David, Mary Anne, Audrey and Terri on the day shift. Loraine, Paula and Jean on the night shift. As a group, I have never encountered more qualified and caring RNs. Their willingness to help me understand my medical condition, explain my treatment plan, and help me understand my medications, their effects and undesired side effects, gave me complete confidence that I was receiving the highest level of care available anywhere. CNAs on all shifts, in particular Jackie, Tiffany and Jesse, were helpful in getting my needs met in a timely and appropriate manner. On numerous occasions they’d go out of their way to make sure I got what I needed to make my stay at The Peaks, and my sometimes onerous treatments, more tolerable. I’d be remiss in not noting that these three CNAs were not only ones who helped me, but they are the CNAs I had the most direct contact with. Dietary Staff who fed me and my peers three times a day made my stay at The Peaks an outstanding experience considering my situation. The term “hospital food,” should never be used in describing the fare at The Peaks. I note Chef Brae and his staff never failed to fulfill a “special” order I’d submit. One kitchen/dining room server deserves special recognition. Ginny Lu’s cheerful personality, her smiling face and absolute respect and care for all of us made our meals a pleasure. I can’t emphasize enough how much that cheerfulness affected my attitude for the rest of the morning, and with a “fix of Ginny Lu” at noon, the entire day! The Rehabilitation Department has managed to do what I considered a difficult, if not impossible, job of getting me to the point where I am able to walk again with crutch assistance, little pain and confidence that I will continue to improve, eventually regaining full mobility. Liz, Emily, Barbara and Suzanne, along with Danielle and others in the department, made this possible. Liz and Emily, as my primary PT and OT therapists, pushed me beyond what I perceived as my “limits” to achieve the goals set. Never scolding or disapproving of my admittedly sometimes “slow” progress (entirely my own doing or lack thereof), but gently encouraging me, setting goals for weekly progress that I could realistically meet and then building on those small milestones. I’m sure that there is an individual or department that I’ve not mentioned here. Just let me say, from this former resident,that without everyone coming together for my benefit (and my peers’ too), I’d be leaving The Peaks with less confidence in my future and continued recovery. To everyone at The Peaks, “well done” and Thank You! Rob

P l a t i n u m S e r v i c e® M o m e n t s

Lemon Grove, California

May 10, 2011 Dear Ms. Shetler, My parents are residents at Monte Vista Village. They moved there last May after my dad took a very bad fall. I want to commend your staff for the wonderful care they are giving my parents. Unfortunately, my dad has not been doing well and has needed a great deal of help. The loving care given to him by your staff has been most appreciated. First, Sonja McClister has gone out of her way to encourage Dad and to make arrangements for all of his needs. Her upbeat personality, and her understanding of older adults and their special needs, have impressed me every time I am with her. And she has made herself available every time my brother and I have needed her help and counsel concerning my parents. I want to thank Carmen Ulloa and her staff. My father, who has always been a strong, self-reliant man, now finds himself needing someone to dress and bathe him. He resisted at first, but after meeting your caregivers, he is now comfortable accepting their help. They are so nice to both of my parents. Carmen has always been available and willing to help in any way she can. This has been so appreciated. And I also want to comment on the wonderful staff in the dining room. These men and women are always friendly. Solome Farrell has noticed my dad losing weight and always offers to make special milk shakes for him because she knows he likes them. Getting him to eat enough has been a problem. From the day we were shown around Monte Vista Village by Tracy Walter and Sonja, we have been impressed by your cheerful and caring staff, which also includes your friendly receptionists! Our family is thankful that we found your facility. Very Gratefully, Jane

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Lemon Los Alamitos, Grove, California

August 12, 2011 Mr. Peterka: I recently had the good fortune to meet you and to have a nice conversation with you. It gave me an opportunity to tell you how pleased I am with living in Katella Manor. One of the main reasons is the management team you have overseeing the operation. A good example is the way the support of the second floor residents was managed during the elevator down time. I live on the second floor, and I thought they did an outstanding job, Susan was here morning, noon, and night and personally operated the manual lift to make sure everything was perfect. Well done! On another personal note, I would like to relate how nice things sometime happen. I was in Alamitos West recovering from pneumonia. I was in a wheelchair outside my room. My wife had died last November. It was probably the lowest time in my life. While I was watching a baseball game, a nice lady stopped to talk to me. She said her name was Mel. We talked about golf, the Dodgers, the Twins, and the Vikings for quite some time. I will never forget her and the conversation we had that evening. I am pleased that we still manage to keep in touch. And, if she happens to be here on a Saturday or Sunday, she invites me to attend Mass with her. I treasure being able to attend Mass in church with that very nice lady. Thank you again for the opportunity to share this information with you. Very truly yours, John

P l a t i n u m S e r v i c e速 M o m e n t s

Los Alamitos, California

August 20, 2011 Dear Susan, When I first walked into your office about 8 weeks ago, I pretty much had decided I was going to move my dad to Sunrise (but promised family I’d look at a few other facilities just to assure them). After an hour or two with you and Corina, I had a complete turn around in how I felt, what seemed right and what I should do. You have helped me through this difficult process in more ways than I can ever thank you for. Every time I’ve needed help, no matter what, you’ve stopped what you were doing and helped me. You have so many skills, from manager, counselor, nurse, director; you handle all of them (and all of us!) with ease, respect, compassion, humor and professionalism that is unparalleled. Without you, I would never have been able to find the best situation for my dad, have him embrace it, and make the move successfully. Thank you for the honest and genuine way you speak with my dad. Thank you for finding a patio room for us, for resurfacing the bathroom, for your home visit, for meeting with my dad last week, and as you can see, there is not enough space in a thank you card to properly thank you for all you’ve done for me and my family. You really make a huge difference in the life of the family of the residents in addition to the residents themselves. During these past stressful months, everyone else in my life has told me what to do, but no one except you and your staff has actually helped me DO something. You are a real doer, a problem solver (the Verizon ‘episode’ is definitely my favorite!) I can’t thank you enough. Susan, you are at the top of your game, the best, and I have been lucky enough to have my path cross yours. Thank you for being the special person you are and for your generosity of time and support and kindness to me and my whole family. Sincerely, Phyllis

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Lemon Clearwater, Grove, California florida

February 24, 2011 Westchester Gardens David Slutzker, Administrator Dear David, Nick was a resident of yours following a major stroke when he was 67 years old. That was almost five years ago. He received excellent care and made as much progress as he could. After a period of time he was sent home with Home Health and did relatively well for a period of time. The second episode of problems began and he was re-admitted to your facility in 2010. This letter comes to you from one who is very grateful for the excellent care he received while residing at Westchester Gardens. Nick and I go back to our beginning friendship when we were 15 years old. I visited frequently and had contact with many of your staff. Nick loved the staff and knew all of them by name. They were very kind to him. He passed on 2/14 at age 72. Yasmein, social services, was always available to assure his comfort and well being. She was very helpful to me whenever there was a condition change, room change, or any other kind of issue that may have come up. Always pleasant and genuinely concerned. Susan, Unit Manager, was always kind, patient, and a comfort to Nick. Her staff followed her lead and she set a very good standard for that unit. Christine, Director of Nursing, went far beyond what one would expect of a DON. Nick visited her daily and they had the most touching relationship that a staff member and resident could have for one another. When Nick suffered a second major stroke, on February 10th, Christine went out of her way to see that he was comfortable and well cared for. I frequently found her in his room stroking his temples and speaking to him, even though he was unresponsive. When she was told that his daughters, and other immediate family members, were coming in from New York on Monday 2/14, she and you made arrangements for Nick to be moved to a room where there were two empty beds so the family could stay with him overnight and have privacy. Christine also represented your facility in attending Nickâ&#x20AC;&#x;s memorial service on Saturday 2/19. In addition to all of that, a number of staff came in and out of the room to say goodbye to Nick and several of them brought in cards and mementos to surround him at his bedside. I have never seen such devotion and thoughtfulness from so many people. It was wonderful. You should be very proud of your facility. You all deserve a great deal of praise and appreciation. Sincerely, Benny

P l a t i n u m S e r v i c eÂŽ M o m e n t s

Clearwater, florida

April 20, 2011 Dear Mr. Elias, I would like to compliment you on the choice of staff at Cypress Palms. Marnie has bent over backwards to accommodate my mother, Jean Mary, as well as myself and my family members. She has a great mind for follow through. Her attention to detail is outstanding. She is willing to make herself available even when it is not convenient, to answer questions or work out issues. I was impressed by her concern for others including taking chicken wings to a resident who didnâ&#x20AC;&#x2122;t want to leave her, room that particular day. Her knowledge of the individual needs of each resident is impressive. Also to be complimented are Gina for her cheery personality, willing smile, and gift for remembering names. Jim also has that type of personality that works so well for your facility. I am glad for the kindness and care shown to my mother. It was great that you took the opportunity to meet both my brother and I and we greatly appreciate that you are a â&#x20AC;&#x153;hands onâ&#x20AC;? Executive Director. Sincerely, Sandra

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Lemon Largo, Grove, California florida

June 2, 2011 Michael A. Barody Executive Director Regal Palms 300 Lake Avenue NE Largo, FL 33771 Dear Michael, I am writing this letter to express my appreciation for the great support your staff provided me as my mom moved back to Regal Palms and the Memory Unit. You all took charge and made it work well. And the emotional support provided to me was significant and important. I was able to spend my time dealing with my mother, not worrying about the arrangements and logistics. Belinda and Linda assured me that every effort was being made to provide appropriate care for my mom. Her new room is wonderful, both in décor and location. The new paint and carpeting make the room look bright and fresh. Mom has already enjoyed her balcony overlooking the front entrance. Yesterday she was guiding cars into their parking places with hand signals, and making comments on folks walking in and out. Darla and her staff prepared the room in an amazing manner. Even mom’s slippers were in the corner, just where she always leaves them. Last evening I visited and mom was sitting in her chair, her legs on the foot stool and the paper in her lap, just as though nothing had changed! While I was there, the aides came in to prepare Mom for bed. They explained to us what they were going to do, and were able to deal effectively with my mom’s amazement and confusion. I am glad I was there as I learned about the daily care plan. I had been concerned my mom would have difficulty performing tasks of daily living while using a walker. I was impressed. Please find enclosed a gift to the Employee’s Christmas Fund. Sincerely, Sue

P l a t i n u m S e r v i c e® M o m e n t s

Largo, florida

July 30, 2009 Dear Mr. Goodman, This may be regarded as a fan letter, as I wish to tell you what is going on here at Royal Palms. My family wanted us to move from our apartment here at Royal Palms to another beautiful apartment near them in Raleigh, North Carolina. Initially, I agreed, due to the fact that I would be so close to my daughter and her welcome presence. All arrangements were made, even a deposit to hold the new apartment. After a sleepless night, I called the next day to cancel the arrangements and remain here at Royal Palms. My reason for telling you all this is that I think you should know the strength of your organization and the strong hold it has on us (a fact I am sure you are aware of). Your staff is without parallel: Robin is a true gem who knows our hearts and deals with our concerns with wisdom and empathy; Mike and Dee Ragan are without peer; our entire dining staff meets all our needs and then some, with love and understanding; our entire support staff is there for us all the way; and lastly, remember our transportation department with Mike Smith doing yeoman duty to keep us â&#x20AC;&#x153;moving along.â&#x20AC;? This is my family and my home and I could never leave, God willing. Hope to see you and your family soon, Very Sincerely, Helen

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California florida

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Lemon Largo, Grove,

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SABAL PALMS

hEALTH cARE cENTER In the

of Pinellas County

September 13, 2010 To: Ms. Natasha Belichka Director of Nursing Sabal Palms Children Center On the weekend of August 28 – 29th, I was assigned care for your patient, Gregory as a continuous care nurse by Suncoast Hospice. I was so impressed by the care of the children by the nursing staff that I observed. I only spoke to two of the care givers, Erica, the RN in charge and Tamika, the aide who was assigned to Gregory. Greg’s mom, Maria, was also in constant attendance. The staff not only gave excellent physical care to these children, but seemed to fulfill a loving parental role whenever possible. While I was trying to give Greg’s mom some private time with her son, I was able to observe the staff’s interaction with the children. I saw hugs, haircuts and love given to these children. I was amazed at Greg’s body; although he had been there for many years, there was not a single red mark or skin breakdown on his body. There was so much more than physical care. They demonstrated genuine affection and personal attention to each of those kids. Please express my profound respect and admiration to your staff. They were wonderful! Sincerely, Sherry

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Largo,

RG O

T H E PA

S OF LA

SILVER PALMS

florida

A COMMUNITY FOR ALL AGES!

April 30, 2011 Dear Silver Palms: I have been a resident of Silver Palms Apartments since November 2006. All too often, people are quick to complain but seldom are willing to take the time to compliment and commend when it is due. I am sending this letter to compliment and commend both Aimee, Community Manager, and Don, Maintenance Manager, of the Silver Palms Apartments. This praise of both is well earned and well deserved. It has been my personal observation that Ms. Patterson does exceptional work taking care of all of the many details involved in managing this property. In addition to her myriad of duties in the office, I have observed her out on the property making personal inspections of exterior grounds and buildings. While out on the property, she is never too busy to stop and chat with a resident to ensure that they are completely satisfied with their residence. Mr. Kuenn came on board at the Silver Palms to a plethora of existing problems but he took them on and continues to take personal responsibility for and ownership of the problem areas that need to be addressed and taken of. I have often noticed that he works tirelessly and completes his work in an exemplary manner. He takes great pride in his work and ensures that the property itself is well maintained and that any problems occurring within a residentâ&#x20AC;&#x2122;s unit are resolved to the residentâ&#x20AC;&#x2122;s complete satisfaction. Thank you. Tom

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Lemon Naples, Grove, California florida

November 22, 2010 Mr. Craig Edinger Regional Director of Operations The Goodman Group 1107 Hazeltine Boulevard Suite 200 Chaska, MN 55318 Dear Mr. Edinger: As a representative of the Resident Council at Terracina Grand, I have been asked to extend our grateful appreciation to the Goodman Group for providing this great home as number one in our lives. We truly are “in good hands.” Holding us “in good hands” are: Peter, Executive Director, who stays in touch with all of us with sincere interest; Diane, Director of Nursing, who is so efficient; Donna, Housekeeping Director, whose caring crew is so close with all of us; Michael, Maintenance Manager, and his crew that seemingly are always at our beck and call; Joe, Dietary Director, and his wonderful staff who have earned their own separate first place in the first annual Goodman Group Iron Chef cook-off (they were already first place in our minds); Raffaele, Dining Room Manager, and his wait staff who so willingly strive to fulfill our dining wishes; Andrea, Business Manager, and her efficient office staff who keep us all going in the right direction; and to Cherie, Life Enrichment Director, who keeps us active for good health. We are grateful and count our blessings daily for each of them for being so good to us and for making us feel so comfortable in this wonderful place. Sincerely, Betty

P l a t i n u m S e r v i c e® M o m e n t s

Spring Hill, florida

August 5, 2011 Memorandum For: Mr. Craig Edinger, Central Region Director of Operations, The Goodman Group, 1107 Hazeltine BLVD, Suite 200, Chaska, MN 55318 From: Edward N. Squire, Jr. (son of Edward N. Squire Sr., deceased as of July 25th) 1528 Seven Lakes North, West End, NC 27376-8362; 910-783-4692 Subject: Thank You for the Care Provided to My Father (October 2009 to July 2011) while at The Residence at Timber Pines (filed as Memorial Service.1) At the Memorial Service held 3 days after Dad’s death, I thanked some of those who had sent cards, food, flowers, and/or extended their condolences verbally and/or with a hug. There are many more among this group whom I did not thank individually, and in preparing this Memorandum I have made an effort to offer thanks far more broadly. Even so, I am sorry that I will not have listed all those who have played an important role in Dad’s care. But what these recognized and unrecognized groups of staff members have done collectively has been to make the process of grieving easier for me and for the rest of the family. Why has that been true? The answer to that question in large measure comes from the ability this staff have given us that allows us to deal with Dad’s death from a certain vantage point, i.e., the vantage point of knowing with certainty that he received the best care that it was possible for him to receive and that he died without pain or respiratory distress. Ever since Mom and Dad moved to the Residence at Timber Pines in October of 2009, we have never had occasion to regret that choice; rather, its correctness has been continually reaffirmed. When I think of what the staff have done for Dad, there is one word that comes to mind, one word that summarizes his care at Timber Pines by the staff here and at the end, with the Staff of PHPhospice as well; together, each gave Dad the best well-being he could have had as he made the journey from independent living to memory care and then to hospice care. The word that I am using to describe this care is the word “professionalism.” My View of Professionalism: Professionalism was evident to me on a moment-to-moment basis. Yet I find it hard to define adequately, for it goes beyond knowledge and skill, and beyond care that is both personal and personable. I think that there is an indefinable element that is highly subjective, but it has to do with doing what is right for the resident because it is the right thing to do, often in difficult or trying circumstances, and may represent defined duties carried out in an extraordinary manner. While professionalism may be hard to define, it was nonetheless easy for me to recognize, and I’ve listed a few examples from each department of what professionalism was as I have seen it.

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Lemon SpringGrove, Hill, California florida

Terri and the Entire Staff: I thank Terri for the wealth of knowledge and wisdom that she has shared with us, and for our periodic sit down sessions; they were especially informative and thereby allowed my siblings and I to make better decisions. In particular, I thank her for the advice she gave us regarding: the potential adverse impact a move late in the course of Dad’s illness, her recommendations as to the initiation of hospice care, and the selection of a funeral home. Each of these recommendations has stood the test of time, and we have not been disappointed as we followed them. Both PHPHospice and Pinecrest Funeral Home performed wonderful services for Dad and my family. Each was first rate. I also want to thank the entire staff at Timber Pines for caring for Dad as if he was a member of their own family and for having done so on each of the 600 plus days that he lived there. I thank Jo Moser for her help with managing a crisis while Terri was away. Furthermore, both she and other staff members far exceeded our expectations as to level of care; care that likely went above and beyond what would have been required by job descriptions. This compassionate care has produced a debt that can never be repaid. This is especially true for the staff of the Sand Pearl where Dad spent the balance of his life. Mary Young: Timber Pines’ Goodwill Ambassador, jointly with her fiance, Bill Miller, paid us a visit and left a card and flowers. Mary was also responsible for planning and conducting the Memorial Service for Dad. Greg Morilla and Environmental Services: I thank them for helping the nursing staff getting Dad up off the floor whenever he decided to lie down there. Greg’s staff also helped by hanging treasured pictures and photographs in three locations; Rich Beardsley seemed to be a specialist in hanging pictures-- so meticulous was he in performing this job in three different places. Thank you, too, for the expert cleaning of Dad’s room for the 100 plus times during the period he lived here and the friendliness of the staff who performed these duties. Diane Koenig and the Nursing Service: I thank Diane for being observant of Dad’s condition and knowing when he needed to transition from one level of care to the next, i.e., she was knowledgeable about his prognosis and thus able to decide when and where he would be best cared for, i.e., in the Pearl Garden under Maria’s care and later when she and Maria made the decision that it was time to move Dad to the Sand Pearl unit. I would also like to mention other staff at the Sand Pearl by name, for their work that went above and beyond any expectations that we might have had; these included those who cared for him during the last months of his life: Amanda, Joe, Anthony, Alexis, Amber, Robert, Jason, Stephanie, Sukeina and Valerie. I shall say more about these staff later.

P l a t i n u m S e r v i c e® M o m e n t s

Spring Hill, florida

PHPHospice Staff: I intend to separately thank these staff members who provided care for Dad during the final weeks of his life, to include medications given in the last hour of his life to help assure that he would die without pain and without having respiratory distress. I thank the hospice staff also for the empathy and comfort they afforded me and other family members, and for the telephone call to me en route to Timber Pines that took into consideration whether I was ready to hear that Dad had died, as had just occurred while I was still a three hour-drive away. The Sand Pearl’s nursing staff and hospice nurse then waited for three additional hours for me to arrive, rather than move his body immediately to a funeral home as would usually be the case. That additional time period also gave Mom, who had witnessed Dad’s death, the chance to be with his body longer, and may well have facilitated her acceptance of his death. Lara, Front Desk and Marketing Staff: I thank Lara for starting out working with my brother Mark to assure that Mom and Dad could be speedily admitted to Timber Pines once Mom was discharged from HealthSouth Rehabilitation Hospital, and for her being open to negotiation with respect to Mom and Dad’s initial contract. I want to also thank Mary, Linda, Erin, Jeff, Jeff Jr., Michelle, Patricia, Cheryl and Betty for their smiles and friendly greetings whenever I would pass by the by the front desk and the Marketing Office. Similarly Jerry Wizorek of both Marketing and Activities, would always take a special interest in how Dad was doing. With respect to the Front Desk Staff themselves, I watched as they served those who walk up to the front desk, and at the same time taking incoming telephone calls from others and sending outgoing radio messages to staff. Their job seems to me to epitomize proficiency in multitasking; I can’t fathom how they manage to stay on top of it all. I thank them, too, for their telephone voices and for their telephone demeanor that has been so helpful and encouraging. I thank Cheryl for obtaining the approval that allowed me to use the Fitness Room; it’s been invaluable when I am here in Spring Hill and don’t have access to the Fitness Center I use at home, and exercising here has helped me maintain my own health, even with Dad being in the process of dying. And I also need to thank Cheryl for having sent me photographs taken by Sheri as Mom and Dad celebrated their 64th wedding anniversary a month before Dad died. Gail Paulsen in the Business Office: I thank Gail for the work she did in receiving, correcting and crediting 21 months of payments, despite being new to the job and having a less than friendly software program; these factors must have made life more difficult for her than it would have been otherwise. Michael Bokosky and the Dining Hall-Staff: I thank him and his staff for an estimated 1,800 meals they prepared and served to Dad, and in particular, I thank them for one special meal in the private dining room where my family celebrated Dad’s last birthday. We also want to thank Joanne for all the tea and coffee she served to Dad when he lived independently and how she kept up with his status even after he had moved to the Pearl Garden.

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Lemon SpringGrove, Hill, California florida

Danielle, and Life Enrichment Directors Sheri and Gladys: I thank Danielle for her leadership that helped stimulate the many activities some of which Dad had the chance to participate in. I would also like to thank Sheri and the Staff of Pearl Essence for all the work they did so that Mom and Dad could celebrate their 64th and last wedding anniversary, one month before Dad died, and an event I could not attend but had the opportunity to see by virtue of the splendid photographs that Sheri took. I likewise thank Gladys for the Formal held in the Pearl Garden which was Mom and Dadâ&#x20AC;&#x2122;s last big social event. Summation and Conclusion: Going back more than 3 years, my siblings and I began looking for an assisted living facility for Mom and Dad. We considered facilities as far South as St. Petersburg, as far along the East Coast as North Carolina and as far North and West as Pennsylvania. We also considered at least three other local assisted living facilities. All this searching ironically brought us right back here to The Residence at Timber Pines; not just because of its location, but also for the services it offered and the staff who provided these services. Itâ&#x20AC;&#x2122;s now abundantly clear that we had found what we were looking for. Therefore, we are indebted to the Timber Pines Staff for the many, many services they have provided to Dad, and for the professionalism with which they have provided them. While I have no regrets whatsoever about having chosen The Residence at Timber Pines, I do regret that I cannot retrieve from memory all that you have done for Dad and, as a consequence I have most certainly overlooked many who are unnamed here. Nevertheless, please know how much I respect the professionalism the staff has shown and the great esteem I hold them in for this reason. I thank them once again for all of the care that they have given; care that we will remember for as long as our memories last. Because of this care, my family has thereby come through the death of a husband and father with more support than we could have ever counted on previously, and we will be eternally grateful for it. May each of these staff members thrive and flourish in their own lives, because they deserve it. They have my profuse thanks for what they have done. Sincerely, Edward

P l a t i n u m S e r v i c eÂŽ M o m e n t s

Eagan, minnesota

February 23, 2011 The Commons on Marice Eagan, Minnesota Dear Staff of the Memory Care Unit, I am writing to thank you for the exceptional care you provided to my mother, Irene Karner, during her final years. Words cannot express my sincere gratitude and appreciation for the personal warmth and caring each and every staff member extended to her throughout her stay with you. Whenever I called or visited it was obvious she was safe and secure under your supervision. Most importantly, you helped her to feel appreciated and important even though she was progressively losing her ability to function independently. It was extremely difficult for me to move my mother from her beloved family home in 2007 and place her in your care at The Commons. I know now that it was the best decision I ever made. From the day my mother arrived to the day she died she received the very best care I could have ever hoped for. Thank you for laughing with her, helping her to feel needed, being kind even during her occasional outbursts, and most of all, for loving and caring for her as if she were your own mother. I arrived on her final morning and was so impressed that two of the staff were sitting with her so she would not be alone during her difficult time ofÂ dying. Thank you for all you did over the past years to honor and value my mother. She loved your company and her surroundings. My mother was and will always be the most important person in my life. You made a difference in her final years and for that I will be forever grateful. Sincerely, Diana

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Lemon Eagan, Grove, California Minnesota

Intergenerational

L EARNING C ENTER

May 4, 2011 Denise Gustafson 3386 Pilot Knob Road Eagan, Minnesota 55121 Dear Denise, It is with great sadness we write to inform you that Alison and Nicholas‘ last day at ILC will be Friday, June 3rd. This decision was extremely difficult for the family and is a result of Alison attending Kindergarten out of ILC’s bussing area. The care, love, guidance and instruction from your staff over the last five years has been exceptional! Your staff has been so helpful and dedicated to helping our children learn and grow, and for that we can’t thank you (or them) enough. We will miss walking into a setting where we feel like part of a family but we are relieved to know that our children will have the skills necessary to succeed in their next educational experience. Thank you. Jared and Julia

P l a t i n u m S e r v i c e® M o m e n t s

Mankato, Minnesota

July 4, 2011 Dear Jacque, As we celebrated the 4th of July today, I wanted to thank you from the bottom of my heart for all the kindnesses you and the staff continue to shower on me here at Old Main Village. The special events, like today’s, are always so well planned and executed. As you know, I moved here from Denver, Colorado over a year ago to be near family and I now have two extended families, Old Main Village and my daughter-in-law and grandchildren. Life is good. Old Main Village is a very lovely place and everyone is so friendly and helpful. People go out of their way to be of service. Keith and his staff in dining services do such a great job providing a variety of delicious meals, and I haven’t eaten this well in years. The day trips are absolutely wonderful as they are entertaining, relaxing and educational. I have also been blessed with wonderful neighbors, Duke and Digger. This 6’4” gentleman and his little dog, Digger, are always congenial and the best possible neighbors. Most of all, I enjoy walking around this beautiful community which was created in a very historic building in Mankato. I truly enjoy my apartment and the views from my enormous windows. Thank you for all you do for me and the residents here. Sincerely, Doris

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Lemon St. Paul, Grove, California Minnesota

June 30, 2011 Greetings, As a four year resident at Pathways on the Park, I have experienced many enjoyable social events sponsored by the Pathways on the Park management. Among the fun times I have shared with the residents and the front office staff are New Year’s Eve parties; Valentine spaghetti dinners; Mardi Gras; St. Patrick’s Day cabbage and corn beef dinners; National Night Out potluck dinners; Spring fling dances; grilling and potluck picnics; bonfires with hot dogs and marshmallow roasts; State Fair activities at our building that include games, food and Blue Ribbon baking contests; build your own ice cream sundaes parties; annual garage sales in the parking lot; supporting the “Walk for the Cure”; Halloween parties with costume contests; marathon bingo and Christmas dinner parties with Santa. One of the things I like about living at Pathways on the Park is that we are encouraged to invite family and friends to many of the events. I have shared numerous events with my grand nieces and have wonderful memories of events such as decorating a banana contest and a luau with a roasted pig where all four of us dressed up as hula dancers. Even my young grand nieces tell their older relatives about what a fun place Pathways on the Park is and they should think about moving here. We have an excellent manager in Troy and the other staff members at Pathways on the Park. This is a nice place to live where we are encouraged and have ample opportunity to socialize with our neighbors on a regular basis. As a Board Member of the Pathways Social Club, it is an honor to work with Troy in making Pathways on the Park a pleasant place to call home. Sincerely, Sandi

P l a t i n u m S e r v i c e® M o m e n t s

St. Anthony, Minnesota

January 28, 2011 Marcia Lindig Executive Director St Anthony Health Center 3700 Foss Road Northeast St. Anthony, Minnesota 55421 Dear Ms. Lindig, A little over a year ago, both of my grandparents passed away within a week of each other. My grandmother, Marian , had been a patient at St. Anthony for a year or so and my grandfather visited her every day. The staff was always so kind and caring to both of them and I always felt they were in good hands there. My grandfather, Calvin, was a patient for a short time before he passed away one week after grandma. I guess they just couldn’t bear to be separated! In going through their scrapbooks, I found a collection of valentines that grandma had kept since her childhood. Since she was 100 years old when she died, these would have been from the late 1910’s. I’ve put them in a booklet to share with others and have enclosed seven copies for your use. My grandparents were such loving and kind people, and I wanted to share those feelings with some of the patients there that might not get a visitor or that would benefit from knowing someone was thinking of them. If you could share these with the appropriate patients/residents, I would be grateful. I am not looking for any recognition or acknowledgement, but simply to pay forward the love and kindness I received from my grandparents and they received from the staff there. Thank you again to everyone at St. Anthony for the wonderful work you do! Sincerely, Lisa

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Lemon St. Anthony, Grove, California Minnesota

2/15/10 Dear Chandler Place, We wanted to thank you for all your caring and professionalism. You made the difference in how we viewed the importance of an “involved and knowledgeable” representative. You were willing to take the time to get answers and accommodate our needs. Chandler Place offers such important features such as in-house nursing and care, transitional services on campus, and driving services in a 15 mile radius. Great coffee, great food, lovely living accommodations and much much more are other reasons to pick Chandler. I will refer people and already have! Thank You! Debbie

7/10/11 Dear Chandler Place, Our family was surprised and delighted with your gift for mom’s kitties, Gabby and Sophie, when we brought her to Chandler for her tour. Thank you for your thoughtfulness, which is probably reflective of the kind of care you give your residents. It reminded me of the quote by Maya Angelou, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Warmly, Barb, Laura, and Merilee

P l a t i n u m S e r v i c e® M o m e n t s

Billings, montana

June 23, 2011 To: The Staff of Valley Health Care Center I am writing to thank everyone at Valley Health Care for the kind and compassionate care that you gave to Fr. Chet during his short time with you. In my visits there I always found everyone to be unfailingly considerate and helpful. This made my life easier at a difficult time. Thanks also for the wonderful sympathy card. It means a lot to the many people whose lives Fr. Chester touched, and who will miss him greatly. With best wishes and my prayers, Randolph

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Lemon Billings, Grove, California montana

July 8, 2011 The Goodman Group Dear Ladies and Gentlemen: The residents of Westpark Village wish to express our deep appreciation to the many employees of your company for the superb job of designing the remodeling of our 25 year old building that we call home. We admire the care that has been taken to make so many changes, large and small, and yet to bind or link the whole. For example, various shades of brown or earth colors can be found everywhere, subtly connecting everything, from dinner napkins to hallway lights and furniture. Dark or cherry-colored wood, prominent in the Four Seasons dining room, is also found in the furniture, in the hallway hand railings and in the elevator paneling. Such care to link the parts to the whole! Another quality in the design might be called “similar but different”: the floor circles in Four Seasons, Whispering Pines, and Big Sky dining rooms with different arabesques; the different shades of paint and wallpaper in each hallway, the same carpet pattern in the hallways except for a difference in the common areas. The lobby has been given new life, clean and open, with the receptionist’s desk located convenient to the administrators’ offices, and with a full view of the lobby. The handsome wrought iron railing around the “water tower” invites a look down to the fish and turtle pond without fear of falling or cracking glass, as in the past. The wrought iron also provides a link with the Friendship Café and the pines dining area. We owe the Westpark Staff many thanks for their patience with us during the unavoidable disruptions that accompany construction among the living. Sincerely, Executive Council of the Resident Council

P l a t i n u m S e r v i c e® M o m e n t s

Hamilton, montana

June 20, 2011 To: Valley View Estates Hamilton Staff & Crew We would like to take this time to tell each and every one of you how much we appreciate each and every one of you. It is good to see a staff that works so well together, from office personnel, nursing, cleaning and kitchen. My wife and I watch the way the nursing staff walks up to my mother and other patients and gives them a hug and a kiss on the forehead, holding their hands and speaking to them in a gentle and caring voice, because these people are human, too. We would like to say thank you for contacting us when Mom takes a fall, or her medication is being changed, or sheâ&#x20AC;&#x2122;s having a bad day. The food that they get is very good and plentiful. The cleaning of the floors and walls on a daily basis, and the laundry staff are great. And letâ&#x20AC;&#x2122;s not forget the dogs and cats (haha). From the depths of our heart, Linda and I say thank you and God Bless you all. Sincerely, Ron

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Lemon Missoula, Grove, California montana

May 5, 2011 Dear Starla, Thank you so much for the card you sent the week following my father’s death. It was very meaningful to see all the signatures of staff at Hillside who had cared for my dad in the relatively short time he was there. My father’s health took such a quick downward spiral that I was left with such a short time to process it all, but I want you to know that you and the staff at Hillside Health Care Center were a huge help and blessing in those weeks my father was there. I would like to especially thank Kaley Burke and Riva Fenlon. They were both very approachable and made themselves available to me whenever I had questions or concerns; the evening my father died I know they both went out of their way to provide comfort and show concern for my father and our family. Special thanks is also due to Deanna, my father’s physical therapist, who was very kind and concerned. My father liked her very much. Huge thanks to the nursing staff, especially to nurses on duty the evening my father passed away. God is good. The evening my father passed we were able to be with him for 3-1/2 hours. My daughter Elizabeth played her harp. My son David got his guitar and played a song he wrote. Each of the kids were able to tell Grandpa they loved him and Gary was able to read some scripture. Dad didn’t talk to us but we felt that he could hear us and knew we were all there with him. When we tried to think of a word to describe that evening we came up with the word “ushered” as in, “we were able to usher my Dad into heaven.” Please know that I was very positively impressed with Hillside. You can be proud of your leadership in making it a “caring” health care center. Sincerely, Marlis

P l a t i n u m S e r v i c e® M o m e n t s

Missoula, montana

September 2, 2010 Melinda Seifert The Goodman Group 1107 Hazeltine Blvd. Suite 200 Chaska MN 55318 Dear Ms. Seifert, This letter is in reference to Tammy Talley, Administrator of Riverside Health Care Center in Missoula, Montana. It is a letter of commendation that I feel compelled to write, and it is entirely unsolicited. One of my family members, Marie, has lived at Riverside since September, 2004. This is about the same date that Tammy assumed leadership of the facility. It was at that time that I first met her. Accordingly, I have known, observed and interacted with Tammy in multiple ways over six years. I am in a unique position to comment on her abilities and work performance since several other family members resided at Riverside in previous years when other administrators were present, and I have seen the contrasts. I believe that Tammy Talley is an excellent leader, administrator and colleague. She holds high standards of performance for the staff which she insists on being honored and maintained. The spirit of the staff -- nurses, LPNs, aides, dietary workers, maintenance, and office personnel – is positive, friendly, efficient, competent and helpful, irrespective of the day, time or occasion on which I visit. The physical facility looks and smells clean, well-maintained and attractive. In the month of August alone, Marie (who suffers from advanced multiple sclerosis) was taken one sunny afternoon on a Riverside bus tour of Missoula neighborhoods featuring beautiful yards and gardens. The riders voted on which was the loveliest and would receive public recognition from Riverside. After a stop for ice cream, the bus returned home, full of happy riders. She was invited to ride the bus, along with a number of volunteer helpers, to attend the Westem Montana Fair. She was encouraged to take a day tour with other residents up to Salmon Lake where there is a handicapped accessible picnic/camping area, fishing area and dock. She invited us to attend the annual (since Tammy) Riverside Pig Roast on the patio and garden grounds. This is a party for residents, their families and guests, complete with bright tents, a delicious buffet and live music. Clearly, Tammy’s philosophy is that residents should be helped to enjoy life to the fullest. Particularly meaningful to me is the fact that Tammy is always free to see me and to hear my questions/thoughts/ suggestions. She greets me with a huge smile and listens without interruption, often taking notes. If it is a matter requiring follow-up on her part, I hear back from her within 24 hours, letting me know the action she has taken. Never once in six years has she ever said, “No, I cannot do that.” Instead I hear, “Let me look into that and get back to you.” I have come to understand that Tammy is not only a great friend to Marie and our family, but she is also an outstanding advocate for the residents who are dependent on her for their life support I am sending a copy of this letter to Tammy because I want her to know what I have written about her. You have my permission to use this letter, or parts of it, in whatever ways you consider to be appropriate. My own preference is these remarks be included in Tammy’s performance review, and that they are a pertinent factor when bonuses and salary increases are considered. Sincerely, Jamie

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Lemon Missoula, Grove, California montana

July 25, 2011 Dear Village Health Care Center: Re: Betty Since early March 2011 when Mom was first admitted to Village Health Care, it had become a second home to me. I had found everyone from the front receptionist desk to all the staff and support personnel, including food service, to be very kind and professional. A number of the residents became familiar to me as I was to them. Even Tubster, my big black dog, looked forward to coming to Village Health Care to visit not only Mom, but the staff and a few residents who took a liking to him immediately. The Village exceeded my expectations in every way. I came at no routine, morning, noon and night, and not once did I see anything but the highest standards both in the property and the personnel and staff. I would like to share a few comments regarding a few staff and personnel that just stood out. Alyssa – CNA. She would pop in the room every now and then. She would ask if Mom needed anything. She then would ask how am I doing? Brandi – the night shift nurse. Brandi was the “Betty Whisperer”. There were many times that I tried to settle Mom down and place her oxygen back on, usually with a fight. Brandi would come in and talk very quietly to Mom and get everything done without a challenge. I was Mom’s son for 56 years, and just how Brandi did what she did is beyond me. Lisa – daytime nurse. I was second guessing my decision to not have fluids, feeding tubes or resuscitation administered. I was also considering taking Mom home. Lisa took the time to make copies of some end of life handouts and give to me. This gesture, and her quiet and calm assurance that I am doing the right thing. She gave me peace of mind. VHC was the best place for Mom at this time. You cannot put a price on peace of mind. Nurse Sarah was with me when Mom passed. Just how this Professional could keep her composure and maintain her high degree of health care during this time is beyond me. This Professional deserves recognition in her high degree of mannerism and style. She also has a great human compassionate side. Sarah, THANKS FOR BEING WITH ME AT THIS TIME. Brent and Monica

P l a t i n u m S e r v i c e® M o m e n t s

Missoula, montana SENIOR RESIDENCE

April 1, 2011 CyndiKenck Admissions Village Senior Residence Dear Cyndi, Per our conversation on March 01, 2011 I am providing written notice of my motherâ&#x20AC;&#x2122;s voluntary termination of her lease as of April 30, 2011. We have all been exceptionally happy with her stay at The Village and it is only because of her desire to return to her home in Nebraska for the summer that we are making this decision. As you know, J and I will also be moving this May to Boulder, Colorado where once settled, we are hopeful that my mother will join us there. I only hope that I will be able to find a residence for her there that can match the quality of care and compassion that you and your staff have provided in the time she has lived at The Village. You have set the bar quite high and as her only child it has been a great relief for me to know that she has truly enjoyed her apartment and time with the other residents and staff. Thank you, Cheryl

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Lemon Clackamas, Grove, California oregon

August 1, 2011 Dear Miramont Pointe, Relishing the company of our son (a psychologist), who came from the east coast for a much welcomed visit to Portland, our metro-area home of nearly forty years. As usual, when we are together, we talk of many things. On a “remember when” drive out S.E. Sunnyside Road, we passed an architecturally appealing high-rise building. The signs identified the building as the newly constructed Miramont Pointe, a senior living community. “We’ve been reading about that place and plan to check it out sometime,” we told our son. There have been discussions over the years between us and within family and information gathering, all pointing toward someday moving to a senior living community, probably within the greater Portland area where we felt “at home”. “Well, why not check it out now?” suggested our son as we drove by. There followed a brief exchange among the three of us as we paused in the nearby shopping center. Our decision? We returned to the traffic light with a safe left turn into the artfully winding drive down to the spacious passenger egress and temporary parking area. Entering through the handicap activated double doors, we were greeted in a spacious lobby with exquisite form and function. The furnishings were comfortable for both the senior residents and visitors. There was an ambience that reflected something beyond inspired architecture and gifted décor professionals. It was an atmosphere of palpable sensation that one understands as they experience the legacy of the formative years. From time to time I have heard a resident say, my daughter came to Miramont Pointe looking for a place for me to live and as she entered the lobby she said, “This is the place for Mother.” We approached the front desk, introduced ourselves, and received a friendly greeting in return. A tour of the facility was offered and after responding affirmatively, the Director of Marketing (DM) almost magically appeared. From that very friendly beginning, we were “hooked”, although it would take a while for the realization to mature. The DM very tastefully kept in touch – no pressure. Then we submitted our application. That was over three years ago. Help was there for our move-in. (Leaving our home of forty years was painful – but it was time.) The caring spirit would be an ongoing experience. At the time of move-in, I was bringing a load of odds and ends in from our hatch back. When I arrived back to the car, two of serving staff from the restaurant were getting ready to split for home, obviously tired. They said they would help me, I said no, but they insisted. I said, “You guys need to go, I can see you’re tired.” They still insisted and it was the first glowing example of caring at Miramont Pointe. Over three years later, I still remind them of their kindness and thank them again when I see them. A bit of comment on the brief history of Miramont Pointe seems appropriate. The Goodman Group, owners and operators of Miramont Pointe, bring valuable expertise to the establishment of a new facility. The site selection and development, the architectural design, interior finish and fit, including furnishings, are supportive of the mission and business objectives. However, not to be flippant, but that is the easy part. I submit the crucial part is finding people with a passion for the people, for senior adults (and yes, I am one of them!). The Goodman Group struck gold when the founder of the senior living community was selected and engaged. From the construction phase to staff selection, the executive director was fully engaged. With passion (i.e. love) for people, the vision to imbue staff with respect and care for one another and especially for the residents, was at the core of operations at the Pointe and is found now and again today, a residual legacy. Miramont Pointe at this juncture is beginning a new era with a newly selected Executive Director, Glyndon Ruth. Under her proven executive skills, her caring, person-centered spirit toward residents and her competent, caring staff, Miramont Pointe faces a promising future. Sincerely, Glen

P l a t i n u m S e r v i c e® M o m e n t s

Portland, oregon

June 10, 2011 Good Morning Marie, Allen and I want to thank you for the time and care you gave to us Friday evening on our visit and tour of the West Hills Community. We were very impressed and pleased with your facility. I noticed how the residents smiled and genuinely twinkled as they talked to you. It is obvious you know and care about them. We also noticed how clean and active your community is; it has life and a good feel. Your dining room was recommended to us as stellar, and indeed it certainly is. The staff is proud of and cares about what they do. Allen watched the interaction and was very happy. We spoke with Shirley and were pleased she asked questions and was engaged in learning about West Hills. I am sending her the information today. I hope we can get her up for a visit soon. One of the questions that came from her was indeed about your dining services. Allen assured her it was stellar and unique. Marie, we truly appreciate your patience and the amount of time and attention you gave us on Friday night, well after your regular hours, I am sure. It allowed us a great feel for West Hills, the residents and staff. I hope we can be in touch soon with Shirley. Thank you so very much. Jane

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Lemon Sioux Grove, Falls, South California Dakota

P l a t i n u m S e r v i c e® M o m e n t s

Oak Harbor, WAshington

June 30, 2011 Dear Leslie & Peggy, I donâ&#x20AC;&#x2122;t know what I would have done without you. This has been such a tough time but I knew you were with mom and she was getting excellent care. I donâ&#x20AC;&#x2122;t know how to thank you. Dr. T.

June 12, 2011 Dear Leslie, I wanted you to know that mom has accepted an apartment closer to us. We are sad to leave Summer Hill as it is such a nice place with excellent staff. We are thankful for all the effort and help that you all gave mom while she was with you. Thank you so much for everything. Ronda

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An Attitude of Gratitude

The meaningful impact we are fortunate to make in the lives of families across the country would not be possible without the compassion and dedication of each employee. Our Platinum ServiceÂŽ ambassadors are the very reason these pages are filled with thankfulness. Their commitment to

Serving from the Heartâ&#x201E;˘ exemplifies our mission for the past 50 years and will carry us forward to the next milestone. We genuinely thank you for all you give each and every day.

The Goodman Group Managed Communities Senior Living & Health Care Communities ARIZONA

Naples Terracina Grand

Flagstaff

The Peaks, A Senior Living Community www . thepeaks . org

CALIFORNIA Lemon Grove

Monte Vista Village

www . montevistavillage . com

ALF #374600564

Alamitos West Health Care Center

www . alamitoswest . com

SNF #060000076

Katella Senior Living Community

www . katellaseniorliving . com

562-596-2773

SNF # 300602548

www . residenceattimberpines . com

ALF #9870

MINNESOTA Eagan

www . westchestergardens . com

SNF #1596096

Largo www . cypressalf . com

ALF #8113

Regal Palms

www . regalalf . com

406-251-5100

Riverside Health Care Center www . riversidesenior . com

406-721-0680

The Village Health Care Center www . villagehealthcare . com

406-728-9162

651-688-9999

www . villagesenior . com

Mankato Old Main Village

www . oldmainvillage . com

507-388-4200

St. Anthony

The Village Senior Residence

406-549-1300

OREGON Clackamas

Miramont Pointe

www . miramontpointe . com

503-698-1600

Portland

Chandler Place

West Hills Health & Rehabilitation Center

612-788-7321

503-244-1107

www . chandlerplacesenior . com

MONTANA Billings

Cypress Palms

406-251-5100

The Commons on Marice

612-788-9673

Westchester Gardens Rehabilitation Care Center

www . hillsidesenior . com

The Residence at Timber Pines

352-683-9009

Hillside Place

Hillside Health Care Center

www . stanthonyhealthcenter . com

Clearwater

727-559-7888

ALF #10071

St. Anthony Health Center

FLORIDA

727-785-8335

239-455-1459

www . commonsonmarice . org

Los Alamitos 562-596-5561

www . terracinagrand . com

Spring Hill

928-774-7106

619-465-1331

Missoula

Billings Health & Rehabilitation Community www . billingshealth . com

406-656-6500

www . westhillshealthandrehab . com

West Hills Village Senior Residence

www . westhillssenior . com

503-245-7621

SOUTH DAKOTA Sioux Falls

Valley Health Care Center

The Inn on Westport

Royal Palms

406-656-5010

605-362-1210

727-585-8003

www . westparksenior . com

727-437-1350

ALF #9570

www . royalsenior . com

Sabal Palms Health Care Center www . sabalhcc . com

727-586-4211

SNF #1487096

www . valleyhcc . com

Westpark Village

406-652-4886

Hamilton Valley View Estates Health Care Center

www . innonwestport . org

WASHINGTON Oak Harbor

Summer Hill

www . summerhill - assistedliving . com

360-679-1400

www . valleyviewestates . org

406-363-1144

Platinum Service速 Communities

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Residential Apartment Communities ARKANSAS

Edina

Little Rock

www . mysummithousehome . com

501-666-6223

FLORIDA

www . myfountainplacehome . com

863-534-3034

www . myscottishtowershome . com

727-734-8479

507-451-0542

651-644-1733

www . myrosevistahome . com

St. Louis Park

Valley Village Apartments

Minikahda Court Apartments

763-588-8601

952-922-0393

www . myminikahdahome . com

St. Paul

Brentwood Park Townhomes and Apartments

Bradley House Apartments

952-938-5163

Pathways on the Park

www . mybrentwoodparkhome . com

Lakeville

Silver Palms Apartments

Queen Anne Courts

727-584-3103

952-435-7979

Port Charlotte

Roseville Rose Vista Apartments

Hopkins

www . myqueenannecourts . com

www . mysilverpalmshome . com

www . myacademyhome . com

Faribo Apartments

www . myvalleyvillageaptshome . com

Imperial Palms Apartments

727-585-3723

507-451-0542

Golden Valley

Largo www . myimperialpalmshome . com

952-835-4464

www . fariboapartments . com

Dunedin Scottish Towers II Apartments

Academy Apartments

Faribault

Bartow

Fountain Place Apartments

Parklawn Estates

www . myparklawnhome . com

Summit House Apartments

Owatonna

Minneapolis

www . mybradleyhousehome . com

651-738-9088

www . mypathwayshome . com

651-731-6418

Wheelock Parkway Apartments www . mywheelockhome . com

651-488-9474

White Bear Lake

River Commons

Cedars 94 Apartments

Cherry Court Apartments

941-629-0043

612-338-5275

651-426-1866

www . mycedars 94 home . com

www . myrivercommonshome . com

MINNESOTA Burnsville

New Brighton Windsor South Apartments

www . mywindsorsouthhome . com

Parkwood Pointe Apartments

651-633-9188

www . myparkwoodpointehome . com

952-890-2629

Rambush Estates

New Hope

www . myrambushhome . com

Royal Oaks

Willoway Apartments

763-544-2888

952-890-8440

www . mywillowayhome . com

952-894-5982

www . myroyaloakshome . com

North St. Paul Village Manor Apartments

www . myvillagemanorhome . com

651-770-6296

Managed by The Goodman Group.

www . mycherrycourthome . com

NEBRASKA Omaha

Harrisburg Square Apartments www . myharrisburgapthome . com

402-339-3485

Park Place Apartments

www . myparkplacehome . com

402-334-7493

Raintree Apartments

www . myraintreeapthome . com

402-496-7479

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1107 HAZELTINE BLVD, SUITE 200 CHASKA, MINNESOTA 55318

952-361-8000 W W W . T H E G O O D M A N G R O U P. C O M