ResidentFIRSTMonthly Newsletter for Trilogy Employees

July 2017

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LETTER FROM THE PRESIDENTHello! I can’t believe summer has been here and is almost gone. Kids will soon be heading to school, and we will be watching our favorite teams on the gridiron and enjoying the start of fall (which is one of my favorite times of the year) before you know it! I hope you and your family enjoy this time as well.

Over the last few months, I have been talking about improvements – almost to the point where I was thinking about starting a show on HGTV! Seriously

though, we are always focusing on getting better at Trilogy, from our services to our employee experience, and most recently, shining a spotlight on our personal wellness.

As such, I wanted to do two things this month. First and in order of priority – THANK YOU! We appreciate what each one of you have done in the spirit of improvement. Being somewhat of an expert in this area, I know what it takes, and you all are to be applauded for that extra effort that leads to excellence in all we do.

Second, I would like to give you some improvement advice based on my experience.• Real changes and improvements take time – so be patient.• Small improvements accumulate over time into significant achievements, so set your

goals and plans accordingly.• Be prepared for setbacks. They will happen and that is okay! Everything doesn’t always go

as planned and some of our best improvements only come after we fail.• Make getting better fun and motivational. When you see improvements, even in yourself,

make sure recognition and rewards are part of the equation. As an example, I recently achieved a personal best ride time on a long bicycle route that I have done many times. On the way home a DQ milkshake was my pat on the back!

So, how do I know this works? Look at the chart documenting our Trilogy customer satisfaction scores as a percentage. In the early 2000’s they were under 80%. Through steady and small improvements, we have moved them up to where they are solidly in the 93% range today. Were we patient? Yes. Did we have small gains and setbacks, too? Yes. And we learned about what worked and, just as importantly, what didn’t! Lastly, have we had fun? You bet (and too much to mention in the space provided here)!

In closing, please know that you are appreciated for taking this journey with us! As we continue on, I encourage you to embrace the improvement process. If we all do so, the results will be off the charts!

Warm regards,

Randy

While the thermometer shows it is summer, we are gearing up for our Fall Employee Satisfaction Survey! Twice per year our Trilogy Home Office, Campus, Paragon and PCA full- and part-time team members are encouraged to participate and provide feedback that enables us to continue our journey to be the BHCM!

The information that you provide during the survey process enables our leaders to best understand what is working and what areas need extra attention. Through the Action Plan process, the steps needed to improve that particular area are identified and owners are assigned. Improving the level of employee satisfaction within our organization is definitely a TAWB approach.

We are continuing our partnership with Best Employee Surveys (formerly Best Companies Group) to administer the confidential program. Eligible employees can access the survey through eMerge or Red e App.

We appreciate and look forward to your participation!

Join our 40 Day Walking Challenge! Sign up at fit.thetrilogyfoundation.org

August 1st – August 12th Challenge begins August 12th

and ends September 20th

Step Up for Heart Health!

Customer Service MomentsThe Spirit To Serve

Please take a moment to read the following testimonials featuring employees who have gone above and beyond in service. Provide Customer Service Excellence, and you could be the next person to receive $100.00 for your Customer Service Moment!

EMPLOYEE ID BONUS! Remember YOU could win $25! Just see if the last four digits of your SS# are listed here!

If you find your number above, please contact Beverly Hultz at the Home Office at (502) 213-7588 or Beverly.Hultz@trilogyhs.com with your name, campus and last four digits of your social security number. You must claim your prize before the next newsletter is released. Once claimed, the $25 bonus is included in a future paycheck.

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Do you have a Customer Service Moment to share? Someone you know could be featured in the next newsletter and receive $100.00 at an upcoming ER3 Celebration! Send your nominations to Communications@Trilogyhs.com!

“My mother was a resident of Blair Ridge Health Campus. She loved the facility and was happy here. The entire staff went above and beyond to make her passing as peaceful and dignified as possible. We never had to wait more than a minute if we hit the call button. The staff also made sure the family was taken care of.

The treatment my mother received during her final days was such a blessing and a comfort to us. I will definitely highly recommend this facility anytime anyone asks for a nursing facility reference.

If I would make any request of you, it would be that you would recognize the amazing team you have at Blair Ridge. We could not have been happier with our mother's treatment there. Having experienced very poor care at other facilities, the staff at Blair Ridge is top notch, and the example other facilities should try to emulate.”

At Trilogy, we are so fortunate to have the opportunity to care for some of the most remarkable people during the last stage of life. Receiving such a heartfelt testimonial from a family member is always a blessing.

Thank you, Blair Ridge team, for providing such wonderful care and for making such a lasting impression on this family. And thank you Marnie Davisson DVP – North Indiana, for sharing this wonderful family testimonial.

Jamie Barnett, LEA planned and organized a 100th Birthday party for long-term resident Doris! Doris had such a great time. She said all she wanted for her birthday was to spend time with her friends, so we had cake and ice cream and then the whole dining room sang Happy Birthday to her. All of her children were even present to help her celebrate her big day! Thank you, Jamie, for making our resident's day extra special, and thank you to Alicia Wolf, ED at Briar Hill Health Campus for submitting this Customer Service Moment!