December’s recipients of our Customer Service Moments went above and beyond the call of duty to serve our residents and brighten their holiday season.
Sabrina Mathis, Activity Assistant, recently went above and beyond for one of our residents who was feeling a little blue this holiday season. When Sabrina was on an outing with several Avalon Springs residents, this particular resident saw a shirt that she really wanted, but could not afford. Sabrina purchased this shirt without the resident knowing, and gave it to her on a day when she was particularly down. Sabrina placed the shirt in the resident’s room with a note telling her that she is loved. Sabrina did not identify herself as the gift giver, and instead kept it anonymous. Sabrina is always doing special little things for the residents and staff at our campus. Thank you, Sabrina, and thanks to Steve Dobben, Executive Director at Avalon Springs Health Campus in Valparaiso, IN, for submitting this Customer Service Moment!
Jim Kaler, Director of Plant Operations, came into our campus on Thanksgiving Day to drive a resident to her daughter’s home for Thanksgiving dinner, and brought her back home to our campus afterwards. This is just one of the many examples of how Jim consistently provides excellent customer service to our residents. How wonderful it was for Jim to take time away from his own family to grant a special wish for this resident and her family. Thank you, Jim, and thanks to Carol Rosemeyer, Executive Director at Silver Oaks Health Campus in Columbus, IN, for submitting this Customer Service Moment!
Cathy Schott, CRCA, instantly forms unique bonds with our residents. She has a way of learning all about their preferences and the things they like to do, both in the campus and outside of the campus. One day, Cathy learned that one of her Rehab to Home residents regularly went to the VFW to sign the book and register for their regular prize drawings. It was once an important habit to Edgar, as his name had been drawn for a prize before. Cathy took it upon herself to contact Edgar’s family for permission, and then after finishing a full day of compassionately serving all of our residents, Cathy came back to the campus after her shift to take Edgar to visit his friends at the VFW and sign the book. Edgar didn't win the prize that week, but I am sure he still feels like a winner! Thank you, Cathy, and thanks to Cindi Lents, Executive Director at St. Charles Health Campus in Jasper, IN, for submitting this Customer Service Moment!
Mistty Patterson, Nurse Preceptor, recently granted a holiday wish for one of our residents. Sandy F. hasn't been able to go home for Thanksgiving in many years. This year, with the help of Medcorp, we were able to get her transported safely to her home to enjoy time with her family and friends. A couple of days before Thanksgiving, Sandy mentioned to Mistty that she was feeling down because she used to host and prepare the holiday meal for her family, and is no longer able to do so or even bring a dish to share. Mistty was off duty the day before Thanksgiving, so she surprised Sandy by bringing in the ingredients to make a beef roll. The two prepared the dish together, and Sandy was able to share it with her family at the Thanksgiving table. Thank you, Mistty, and thanks to Jackie Short, Executive Director at The Heritage in Findlay, OH, for submitting this Customer Service Moment!
Catarina Herrera, Activity Assistant, recently handmade a very cute bracelet and matching necklace as a prize for the winner of a trivia game our residents played. The resident who won the prize began wearing her bracelet and necklace, and soon, all of the residents began to notice and wanted to know where she got them. When the residents told them that Catarina had handmade them, the residents began turning in their orders to her. Catarina is now busy trying to fill the orders of at least a half dozen other residents. She is purchasing the beads with her own money, and is making the necklaces during her time off at home. When you walk into Valley View, you will see many residents proudly wearing their personalized jewelry, handmade with care by our very own Catarina Herrera! Thank you, Catarina, and thanks to Jody Patynko, Executive Director at Valley View Healthcare Center in Fremont, OH, for submitting this Customer Service Moment!