Our Commitment to Excellence: November Letter from Todd Fletcher

With Thanksgiving and the Holidays upon us, this is a good time for us to reflect as a work family on the beauty of the season — but also on the fact that there can be real challenges for some during this time of year.

The Thanksgiving season is beautiful because the very name, Thanksgiving, reminds us to be thankful and grateful for our many blessings.

When I was serving as an Executive Director, the holidays were my favorite time of year in the facility. It was our opportunity as a team to show our families that we truly cared for their loved one and that their trust in expecting us to do so was not misplaced.

Having been on the other side of the equation when my father was admitted into skilled nursing care, I now have an even better understanding of the conflicted feelings our residents’ families often experience. I know many of you have been in this same position with your loved ones.

It is during these important moments that our attention to all the many details of service and care can make a world of difference.

More than ever, our families depend on us to be the bridge and provide excellent care for their loved ones. We become their surrogate family, and we must continually strive to instill the highest confidence that the right decision was made to place their loved one in our care.

I want to share an excerpt from a letter we recently received. It is a great example of the many positive accolades I have the honor of reading on a regular basis:

"It was a hard start leaving our son with new people when we did not know their work ethic, commitment, passion, or anything about them. Reviews can be mixed, biased, objective, relaxing, and concerning, all at the same time.

As fate would have it, your admissions manager had us at hello! Your director of nursing has been over the top, just incredible. Our son has grown to absolutely love and admire his two nurses on the evening shift who treat him like he is their little brother.

Another staff member has adopted him as her honorary grandson. Certified nursing assistants and kitchen staff go out of their way to show their love for him. There are many not listed here, but take really good care of our son, and we are equally appreciative.

We want to thank those at corporate for expecting and demanding the best care for those who cannot do it for themselves, especially our son. The attention to details, nothing taken for granted and never assuming the next shift or relief knows, it is human lives in the balance."

This amazing letter is merely one example of the countless ways our associates go above and beyond for our residents and families every day to provide them with the best possible experience.

What better time of year for us to shine and display the positive impact we have on those we serve by providing the thoughtful and compassionate care they deserve!

Whether it is a fresh shave for the men and carefully styled hair or lipstick and jewelry for the ladies, we honor our residents by paying careful attention to their desires, care details, and daily needs.

I am thankful to serve alongside our associates and look forward to continuing our mission and showing our commitment to a legacy of excellence in care during this Holiday season and throughout the year ahead.

–– Todd Fletcher, President