Book of Letters Volume I V
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.™ 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
St. Anthony. . . . . . . . . . . . . . . . . . . 25
THE GOODMAN GROUP
MONTANA
Florida Senate. . . . . . . . . . . . . . . . . . 8
Billings Health & Rehabilitation . . . . 26
University of Montana . . . . . . . . . . . . 9
Riverside Health Care Center . . . . . . 27
USO. . . . . . . . . . . . . . . . . . . . . . . . . 11
The Village Health Care Center. . . . . 28
Thank you. . . . . . . . . . . . . . . . . . . . . 12
INITIATIVES FIT Functional Fitness™ . . . . . . . . . . 13 My Home Connections. . . . . . . . . . . . 14 Able Palms. . . . . . . . . . . . . . . . . . . . . 15
ARIZONA The Peaks . . . . . . . . . . . . . . . . . . . . . 16
OREGON West Hills Health & Rehabilitation. . . 30
SOUTH DAKOTA The Inn on Westport . . . . . . . . . . . . . 31
WASHINGTON Summer Hill. . . . . . . . . . . . . . . . . . 32
CALIFORNIA Monte Vista Village. . . . . . . . . . . . . . . 17 Alamitos West. . . . . . . . . . . . . . . . . . . 18
FLORIDA Regal Palms. . . . . . . . . . . . . . . . . . . . 19 Royal Palms. . . . . . . . . . . . . . . . . . . 20 Sabal Palms . . . . . . . . . . . . . . . . . . . . 21 Terracina Grand. . . . . . . . . . . . . . . . 22 The Residence at Timber Pines. . . . . 23
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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.
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I take ownership of service excellence and offer solutions to achieve positive results for our residents and fellow employees.
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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 resident’s style and cues. I adjust my pace and service delivery accordingly.
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I play a critical role in reporting and resolving service concerns and promptly follow up to ensure resident satisfaction.
I am respectful of our residents’ personal time and privacy. I understand the importance of confidentiality within our community, directing inquiries to management.
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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.
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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.
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I am an ambassador for our company and continually promote our services. I always conduct myself with integrity and uncompromising values.
Chaska, minnesota
A Tribute to Michael Barody
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The long term care sector lost a passionate advocate and dear friend on September 13, 2013, A TributeoftoRegal Michael Barody when Michael Barody, executive director Palms of Largo, Fla., and former President of the Florida Health Care Association (FHCA), passed away. The long term care sector lost a passionate advocate and dear friend on September 13, 2013,served when Michael executive director of Regal Palms of He Largo, Fla., Barody in seniorBarody, living management for more than 30 years. became and former President Florida Health Care Association (FHCA), passed away. the executive directorofofthe Regal Palms in 2009, a senior living community managed by The Goodman Group. He prided himself on creating surroundings that allowed Barody served inresidents senior living management for more but thanto30 years. He became to not just be comfortable, thrive. the executive director of Regal Palms in 2009, a senior living community managed by The Goodman Group. He prided himself on creating surroundings that allowed residents to not just be comfortable, but to thrive.
b Largo, o o kFla.o f l e t t e r s
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Lemon Chaska, Grove, California minnesota
P l a t i n u m S e r v i c e ® MMissoula, o m e Mont. nts
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Chaska, minnesota
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bMissoula, o o k Mont. of letters
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Lemon Chaska, Grove, California minnesota
June 25, 2013 Ambassador Mrs. Brenda Schwarzkopf Honorary Chairs General and Mrs. James B. Davis (Ret./USAF) Board of Directors Walter Lamerton Chair Jim Moyer Chair Elect Chair, Nominating & Governance Committee Susan Lamerton Secretary Mary Zolna Assistant Secretary Jeff Pierson Treasurer Chair, Finance Committee Linda Perry Assistant Treasurer Tony Buntyn Chair, Audit Committee Katherine Sultenfuss Frederick Taylor
The Goodman Group John B. Goodman Chairman 1107 Hazeltine Boulevard, Suite 200 Chaska, Minnesota 55318 Dear Mr. Goodman, A French philosopher and writer has said “Appreciation is a wonderful thing, it makes what is excellent in others belong to us as well.” I’d like to take this opportunity on behalf of USO Tampa Bay, Inc. to recognize Sadie Evert of The Plaza at The Palms of Largo for her leadership on behalf of the Veteran and Military Community of Tampa Bay. It is wonderful people like Sadie and your organization that helps to make a big difference in the lives of our veterans and servicemen and women of today. Most people start out by thanking veterans and our nations military for serving our country, so we can have what we want or even need. It is people like Sadie that inspires our veterans and our military men and women to continue to press forward to the high calling of serving our great nation. Please pass on our sincere gratitude and thanks to Sadie and the team that she leads in making The Plaza one the warmest and friendliest places to visit in Tampa Bay.
Christopher Haynes
Sincerely, Zachary Davidson Ashley Vargas Tweet Coleman Director of Development Orlando International Airport Patrick Coleman Director of Development Orlando International Airport
Walter T. Lamerton Jr. Walter T. Lamerton Jr. Retired, Senior Master Sergeant, United States Air Force USO Tampa Bay, Inc. Chair, Board of Directors
Executive Director Michael Rovinelli
USO Tampa Bay, Inc. 4100 George J. Bean Parkway, Suite 2441, Tampa, FL 33607 www.usotampabay.org USO Tampa Bay, Inc. is a separate nonprofit corporate entity for tax reporting purposes (EIN 37-1664582); however, it is recognized as a tax-exempt organization under section 501(c) (3) of the Internal Revenue Code through USO, Inc.’s group exemption. USO, Inc.’s Federal Tax ID and Group Exemption Numbers are 13-1610451 and 1291, respectively. A COPY OF THE OFFICIAL REGISTRATION AND FINANCIAL INFORMATION MAY BE OBTAINED FROM THE DIVISION OF CONSUMER SERVICES BY CALLING TOLLFREE (800-435-7352) WITHIN THE STATE. REGISTRATION DOES NOT IMPLY ENDORSEMENT, APPROVAL, OR RECOMMENDATION BY THE STATE. REGISTRATION #: CH36062.
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P l a t i n u m S e r v i c e® M o m e n t s Largo, Fla.
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Chaska, minnesota
February 15, 2013 John, I just wanted to drop you a quick line to let you know how much I appreciate you putting your team together today to help Chris through this challenging time. Chris and I spoke briefly afterwards and I could see a great weight lifted from her, being as she felt she had found a group of people who care and are willing to help her through this transition time with her mother. She was really amazed at what you do. I also personally want to thank you for helping me with one of my clients. Your willingness to take my call and jump in with both feet to help someone else is greatly appreciated. While I am grateful, I am not surprised, because one of the greatest gifts I received from working with you is that you just try to do the right thing for others, and it will come back to bless you. Thanks again for all of your help today and let’s keep in touch. Kindest regards, Joel
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Lemon Excercise Grove, INNOVATIVE California PROGRAM A program provided by THE GOODMAN GROUP.
The four FIT Functional Fitness™ exercise programs, FIT to be Strong, FIT to be Strong Seated, FIT to Pedal, and FIT to Stretch, a life-affirming program offered by The Goodman Group, developed in partnership by board certified geriatric specialist in physical therapy. These interactive, supervised programs offer a new approach to group exercise in a fun and encouraging environment. The programs are led by trained staff help develop core strength, balance, and assist in increasing endurance; fundamental building blocks to optimum living in each of the senior living and health care communities! “When I moved into Westpark, I was using a wheelchair. Now after two years of participating in FIT to be Strong, I am at 10 pounds on both legs and walking stronger and better than ever.”
-Resident 95 years of age, Westpark Village, Billings, Mont.
“I have some successes I want to share with you. We have a resident who has been in FIT to be Strong from the beginning. He continues to come and has much better balance when walking. Some residents that are in the FIT programs have received good reports from their doctors impressed with the good physical shape they are in. Residents look forward to coming to exercise everyday because of the self esteem and confidence they get from participating in this exercise program. When they are able to increase weights it gives them a whole new level of self confidence. The residents that are participating now are very dedicated to the program.”
-Director of Life Enrichment, Chandler Place, St. Anthony, Minn.
“The pedal program gives me an opportunity to exercise. This is unlike anything we have had before.”
-Resident and stroke survivor, The Commons on Marice, Eagan, Minn.
“I am Bill, a 92 year old resident of West Hills Village. About nine months ago, I joined the FIT to be Strong exercise class. At the present time I am using six pound weights on both arms and legs when I exercise. I am doing very well with that amount of weight. I am still using my cane when I walk, but the exercise that I have completed has given me the added strength to walk with the upright stature of someone a lot younger. My sense of balance is also much better. Another plus, is my mental outlook. I don’t feel like the old man that started this course nine months ago.”
-Resident, West Hills Village Senior Residence, Portland, Ore.
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Relocation Assistance INNOVATIVE PROGRAM
The Connections Program for Home Sellers®, a life-affirming program offered by The Goodman Group, is designed to be a cost to pay, supportive resource for you. Through this program, you will receive help in understanding the current real estate market conditions, advice on home staging and pre-sale preparation, and hands-on assistance connection with our approved local Real Estate Professional to sell your home, which will ensure a seamless transition to your new home.
I think the best thing about the Connections Program for Home Sellers is that it wasn’t just about selling my home. I liked the fact that I could trust someone to help me before, during, and after I moved to my new home. I really enjoyed attending the real estate meetings which helped me learn more about my home sale. Being a part of the Connections Program for Home Sellers was just the beginning of some nice friendships. I was even visited during a brief stay at the hospital. It’s a great program and nice to know that everyone cares about you through all the challenges of moving. Sincerely, Elsie
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Lemon Home Health Grove, INNOVATIVE California PROGRAM
8-18-13 To Able Palms: I am so grateful to Able Palms for the excellent services I am being provided. When I called your office in distress from the Emergency Room at Morton Plant Hospital, Kathy was so nice and understanding and immediately sent an LPN to take me home and care for me. From the first moment I met Wanda I have been so happy with her. She is providing the absolute best care possible and is essential to my recovery. Wanda is truly dedicated and compassionate! And Janet was so friendly and kind when she paid me a visit to evaluate my condition. I’ll be moving to Royal at The Palms of Largo in October in part because of having the peace of mind of having Able Palms so close by. Thanks again to everyone! Joanie
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Flagstaff, arizona
Executive Director, I have been a resident in skilled care. I was here to recover from surgery on my hand. I was not excited to hear that I was coming here. From the admits, cooks and servers, housekeeping, RNs, CNAs, social workers and too many more to name, are always so kind. I feel without PT and OT, I wouldn’t be recovering like I am. This has been one of the best experiences of my life. Thank you. Lisa
October 15 2013 I am a three year independent living resident of The Peaks in Flagstaff, AZ. Due to a truly nasty fall in Buffalo, NY, I fractured my femur. I have been doing my rehab here at The Peaks from mid July through the end of September. It is my grateful pleasure to inform you of the excellent care I have received from the Skilled Nursing staff under the Executive Director. Everyone from the Executive Director to Department Directors, the health care professionals, the dietary staff, and the cleanup crew were exceptional in addressing my needs. They were professional, caring and considerate. Each treated me with the utmost consideration for my well being. Someone has done a great job hiring and assembling a remarkable staff! Sincerely, Veronica
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Lemon Grove, California
As a resident at the Monte Vista Village, I wanted to let you know of the exemplary group of people who make up the staff here and how they work together like no group of people I have ever met. An example of this that I would like to cite is a Christmas get-together for friends and relatives of the residents that occurred on December 5, 2012. Not only were the food items incredibly good, but well-presented and delicious! I went about the hall and asked various guests how they were enjoying themselves and the smiles and remarks all said happy and satisfied. I watched the personnel, from Director of Sales to Kitchen Staff interact with the guests, keep the safety of the guests paramount, and clean, clean, clean! It reminded me of a well-oiled machine, the work was being done so smoothly. Even at the end of the event; I stayed behind and watched the clean-up. Everyone, from our CEO to the kitchen staff pitched in and had the area back to its original condition in less than one hour. Now THAT is teamwork! I have been in the Navy, the Railroad (Amtrak) and as a Home-Health Aide. Never have I seen this type of cooperation! The people here are caring, friendly and observant towards the residents needs. As the youngest resident here, I am so glad I picked Monte Vista. I couldn’t have made a better choice. Sincerely, Kathleen
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Los Alamitos, California
February 19, 2013 To the wonderful staff and employees of Alamitos West, The three daughters, Linda, Eileen and Vicki, of Carolyn would like to thank those of you who were involved with the care of our beloved mother. Your compassion and medical knowledge helped to ease our fears and concerns about our mother’s final months of life. Since there was constant communication regarding Mom’s daily routine, we felt a great sense of comfort, knowing that Mom was contented and comfortable. There are some that we wish to name and express our gratitude to for their exceptional care of Mom. Mom first spent time at Station 1 and we are deeply grateful to all of you there during those initial, stressful days of Mom’s ten-month stay. We would also like to thank Justin, Social Services Director, Erika in the Business office, as well as Marilyn and Raymond in the Nursing Director’s office. Second, Mom’s stay at Station 4 began a daily routine where we established deeper connections with many who were involved with her, up until to her final day. First and foremost we would like to name Blessy, who provided us with intimate details of Mom’s day-to-day life. For the two of us who were out of state, she provided a lifeline that made us feel closer to Mom in those final months. Her commitment and dedication to her profession was so evident; and to us her name says it all. We also appreciate the expert care that Joel, Carlos, Fauzia, James, Brenda, Ailaoa and Laarois gave to our mom as well. We didn’t have as much contact with all of you, but we know that it takes a good team, who works well together, to do the most effective job of caring for those who cannot do for themselves anymore. So we want all of you at Station 4 to know that we deeply appreciate the care you gave our mom on her final journey through her long and wonderful life. Since appreciation is extended to Eileen in the beauty shop and her helpers who made Mom look and feel beautiful. Mom looked wonderful in all the pictures that were taken of her while at your facility. We also thank the physical therapists, George and Mario, who kept Mom moving. Even with her physical complications, they pushed to keep her strong and provided necessary stimulation that added to the quality of her life. We thank Charlene, the Activity Director, as well as Joanne and Christian for providing a variety of mentally stimulating activities for which Mom could fill her days. We sincerely appreciate everyone to Alamitos West and the wonderful job that you all do in caring for loved ones that need your help. We feel at peace in knowing that our mom was contented and comfortable in her ten-month stay at your facility. Your exemplary hard work and dedication were evident and helped ease the pain and comfort us in the tragic loss of our beloved mother.
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Sincerely,
Linda, Eileen and Vicki Forever, loving daughters of Carolyn
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Lemon Largo, Grove, California florida
January 4, 2012 Dear Executive Director, I am writing to you to tell you how happy I am to live in such a wonderful place!! Each one of us receives the best and loving care. All the staff treat us all SPECIAL. New Years Eve was a “block-buster,” the best I have ever had! Terri and Jamie did a wonderful job!!!
Sincerely,
Ms. Dorothy
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Largo, florida
February 25, 2012 Dear Robin, I want to tell you how very pleased I am to be living at Royal Palms. The building, the decor, the activities – but most of all the people who care for us are SUPERB!! Beginning with Kay Sherman, who introduced me to the Royal Palms to all the waiters and waitresses, the maintenance people who are so polite and always helpful. I appreciate all the activities and programs that Jim and Kathy offer, the excellent and tasty dining pleasures and the kind and considerate way everyone treats me. Today I said to Chris that I am glad that I moved here. He was so helpful, as he always is, when he fixed my computer that wasn’t working. All the women at the desk are always kind and pleasant. Melissa and Eleanor have been pleasant and helpful when they cleaned my room. All the services you offer are deeply appreciated. My cousin visited me recently and wrote, “...We had a wonderful visit with you – delighted to see that your new apartment is so perfect...you are in a lovely place and it is nice to be catered to...you earned it.” Thanks to you Robin for running such a wonderful place for seniors to enjoy. Sincerely, Mary
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California florida
e Th Pa
Lemon Largo, Grove,
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s of lm
SABAL PALMS
hEALTH cARE cENTER In the
of Pinellas County
October 21, 2013 Dear Mr Goodman, This is Erin, you gave me money to help me be able to go to nursing school. Sorry I haven’t been in touch for awhile, I have just been busy. Well I just wanted to tell you that I graduated from Galen with honors and I passed the LPN boards!! I want to thank you from the bottom of my heart!!! I couldn’t have gone without your help for the initial fees and book costs. I saw you at the opening of The Plaza and it blew me away how down to earth and caring you are. You don’t let the money go to your head and you treat people fairly, you don’t think you’re above everyone (there are some of those people here). You are a caring, helpful, down to earth person that takes what he has and helps others.....a true angel....not many people are like that. It is a blessing to know you. You are truly an inspiration and role model!!!!! I have worked on the pediatric unit at Sabal Palms for almost seven years now...I love it!! Now that I have my license, they are putting me on another hall, for six months, even though there is an opening in pediatrics (to get experience). This broke my heart, I cried like a baby, I guess because Brenda and I had our heart and mind set on what was going to happen. I just have high anxiety; school was a BIG accomplishment for me. I am comfortable in pediatrics and there is always someone to help me, I know the family members, kids, and doctors...but I will give this my best shot and try to overcome my fears. I wanted to share these pictures with you of my graduation. A lot of my coworkers/friends from the pediatric unit showed up to support me because they know all I have is my sister (but my parents were there in spirit :-)). They were my back bone getting through school and I love and appreciate them all. We are our own family. Brenda is great; she put together everything and took me out afterwards with everyone. Once again thank you for everything. Once I catch up on bills a little bit, I do plan on going back to school...the sky is the limit now thanks to you. I hope we can stay in touch. Sincerely, Erin
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Naples, florida
May 20, 2013 To the staff at Terracina Grand, I recently spent a wonderful week with my dear aunt – Betty – staying with her at Terracina. What lovely surroundings – the garden, the library, the lounge, the gallery, the beauty shops – fresh flowers and smiles everywhere! Most of all the staff and their caring, tender service and competence. From dining room requests (someone wanted their BLT warm “including the lettuce and tomato”) to the lively spirit of getting “meds” – everyone was so kind and respectful. Mary and Julio, who I got to know, are representative of the best of their profession. Every staff member I met was friendly and helpful. And the residents themselves were a delight! The activities and care you provide are remarkable. Kudos to your management and staff. It is heartwarming to know that a place like Terracina is there for those who need special care. My thanks to everyone who is taking such special care of my Aunt Betty. She so deserves it as she always took care of me as her own. My heart is happy knowing that she is in the care of Terracina. Warm regards and thanks to all, Sharon
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Lemon SpringGrove, Hill, California florida
Terri, There had never been any doubt that we made the right choice when Mom came to live at The Residence. But this was underscored in the last days of her life as you and your staff showed us love and compassion beyond expected. You said it all when you told me, “we want her to come home to be with those that care about her.” And care you did. We will never forget the support that staff from every department of The Residence willingly gave us. For all you have done, we will always be grateful. Thank you! Wayne
On behalf of Elva’s family, I want to thank the entire Residence at Timber Pines’ family of caregivers for the way you looked after and attended to my sister’s needs over these last three years. Elva was a special person who lived an amazing life – all of us will miss her smile and laughter. Although her health challenges towards the end of her life were stressful to observe, I am so very grateful that there was a team of professionals who made sure that she was safe and comfortable each and every day. Again, please know how deeply grateful we are for your many acts of kindness as we mourn Elva’s passing and celebrate her life. Most Sincerely, Addi
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Eagan, minnesota
April 15, 2013 Dear Ms. Yaeger: On behalf of my family, I want to thank you and the staff at The Commons on Marice for the superior quality care you provided our mother, Dorothy, during her years that she lived there. I can see why The Commons on Marice received the Outstanding Assisted Living Award. The staff provides Platinum Service each and every day. An organization is as good as its leader and you and your leadership team exemplifies and demonstrates a professional manner in all you do every day. The ability to be soft makes the leader a leader. The paradox is that, what is soft is strong. You understand your mission and you carry it out seamlessly. You address each issue or problem as an opportunity to help someone. The word “can’t” is not in your vocabulary and I so appreciated that about you. I would personally like to mention two staff in particular who have been my “rock of support” during this challenging journey for me and my Mother: Nurse, Stacy Lotton is a true asset and valuable employee for The Commons on Marice. She is one in a million, a warrior, a leader and a healer. She leads by demonstrating and sets the standard of care and compassion for her staff who work in the memory unit. She knows and nourishes those whom she cares for each and every day. She is truly a woman of substance who uses wisdom and caring in her every day actions. She was there for my Mother in her final days and hours in ways I can’t adequately express enough gratitude but it was a beautiful thing to witness. Chaplain, Renee Kowlessar is invaluable to The Common on Marice. She is a wise and gifted person. She knows how to facilitate another person’s process, does not intrude, but instinctively knows when to offer a tender hand. She helped me understand that death is not frightening, helped me to let go and understand the nature of the eternal. I know she does this for so many who are fortunate enough to meet her. In deepest appreciation, Bernardine
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Lemon St. Anthony, Grove, California Minnesota
Dear St. Anthony Health Center and Rehab staff, You all are a treasure! Your giving and help to me means so much. I really appreciate everyone that assisted me in my recovery and needs at the St. Anthony Rehab! I have many good memories of the wonderful staff. Dennis
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Billings, montana
I am very pleased with the outcome of my therapy treatments - especially the physical therapy treatments and the outstanding ability of all the therapists. The devotion of all the therapists I had contact with was much above my expectations. I cannot praise the abilities of all your therapists too much – they were all excellent – physical, occupational and speech. Bernard
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Lemon Missoula, Grove, California montana
Missoula, Mont.
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Missoula, montana
December 27, 2012 Dear Ms. Hammond; I recently completed a week of rehabilitation at the Village Health Care Center from December 10th through December 18th. I transferred directly from Community Medical Center after knee replacement surgery on December 7th. Please allow me to provide observations and feedback regarding my short time in your facility. I experienced excellent care and compassion from the staff involved with my rehabilitation. Specifically: Preparation for admission after surgery The staff in the admissions office worked with me as I organized admission with my insurance company, Allegiance. Tiffany was clear and respectful as she explained the issues surrounding the use of private insurance. Communication with Allegiance was timely. While Allegiance did not create an acceptable contract, I was able to manage the admissions process with the help of your staff. Physical and Occupational Therapy Lynde and student Jordan provided comprehensive therapy and explanations during our sessions. I learned the reasons behind the exercises, and was encouraged to go beyond my self-imposed limits. Both Lynde and Jordan were professional, compassionate and friendly while holding high expectations for my twice-daily therapy. Scott (Shower Boy!) was respectful as he assisted me in learning to cover my leg and showering using the bench. He provided guidance, privacy and demonstrations to ensure my independence. The general ‘feeling’ of the therapy area was light-hearted but professional. All staff was professional and appeared competent and friendly.
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Vo l u m e I V
Lemon Missoula, Grove, California montana
Nursing and CNA staff The RN staff was respectful and professional in the performance of their duties. Medications were dispensed accurately and on time, and I was able to request changes as medically appropriate and prescribed. While I cannot remember all names, I especially remember Sarah as an exemplar of the quality of nursing staff and services. Without exception, the CNA’s at The Village were exceptional in their demeanor and work. They were respectful, friendly and competent as they checked vitals, provided care and services, answered questions and responded to requests. Again, I cannot remember all names but Eric and Justine are two who demonstrated the above characteristics that all staff exemplified. Dining and Food Services As one who works with institutional food service (elementary school cafeteria), I understand the regulations and restrictions involved. Added to this is the medical dietary requirements necessary to support resident health. The meals prepared and served were appropriate, balanced and appetizing. The dining area was arranged for access and safety, and was clean and orderly. All servers were polite, quick and friendly. Housekeeping During my stay, I observed cleanliness and order throughout the facility. Common area decorations were tasteful and not overwhelming; common area furniture was safely positioned. My shared room was appropriately cleaned and maintained. The housekeeping staff was friendly, competent and efficient. Transportation I was grateful for the transportation from the hospital, and to/from a doctor’s appointment. The transporters were friendly, timely and very aware of safety procedures. Overall, I am very grateful for the care and therapy I received during my week at the village. I will continue to work with Allegiance to improve the contract with you, and will surely recommend this rehabilitation facility to others. Please share this information, including my name, with your staff as appropriate. Thank you again. Sincerely, Deborah
P l a t i n u m S e r v i c eÂŽ M o m e n t s
29
Portland, OREGON
Dear Kevin: Kay’s brother and I want to thank you and your staff for all the help, kindness and patience shown in the care of Kay. Thanks first to Deb. Without her I wouldn’t have known what to do and how to be Kay’s Power of Attorney. She led me through the first difficult steps and for that I am very grateful. To Sheri who found ways to get us over the bumps in the road and was always available for a chat and information when it was needed. To Ken who always managed to locate the people to solve problems when they arose and somehow managed to maintain a smile under duress. Most especially to Anthony who is so caring and eager to do anything to make the people he cares for happy and comfortable. All caregivers should be as wonderful as he is. Kay missed him so much after she moved. You have a great staff and I would recommend your facility to anyone in need of care (I would even take myself there if it was necessary). Please convey our thanks to all who served. Sincerely, Kris
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Vo l u m e I V
Lemon Sioux Grove, Falls, South California Dakota
Donna, Thank you so much for your responsiveness to the note about my Mom’s heating unit. Shane called me the very next day to say he had already worked on the unit and had done some things to make it run quieter. He said Mom thought it was better and that’s what counts. If Mom is happy, we are happy too. We are still looking into getting a different thermostat for her, one that will be a little easier for her to see. And thank you for the wonderful dinner on February 13. I was very impressed with the food that was served as well as the pretty table setting. So many new changes at The Inn at Westport, I am happy to watch all the work on the atrium. It will be beautiful when it’s done. It was fun to see you and to visit for a bit. Thanks for all you do, Donna. I just can’t imagine how busy you must be. I appreciate all that you and your staff do for my Mom. She and we, her family, felt right at home from the start of her stay at Westport. Thanks for everything, Helen
P l a t i n u m S e r v i c e® M o m e n t s
31
Oak Harbor, WAshington
June 30, 2011 Dear Leslie & Peggy, I don’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 is getting excellent care. I don’t know how to thank you. Dr. T.
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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 Heart™ 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
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
W W W . T H E G O O D M A N G R O U P. C O M
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
Putting you at the heart of everything we do.™
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