Our Culture

Trilogy Service Standards - Our Customer Service Difference...

Exceeding the Expectations of our customers and a compassionate commitment to excellence in customer service are the foundations of the Trilogy Culture. To enable us to provide world class customer service, our company has developed proprietary service programs that differentiate our customer service experience from our competitors. Each of these programs was developed with input from campus staff and customers. Collectively we call these programs our Trilogy Service Standards. Each one of the Trilogy Services Standards was designed to create a service experience that exceeds the expectations of our customers, whether they are residents, family members or our employees. Please review a sampling below of our commitments to customer service!

Fine Dining Services

Family Call Program...

A member of our Department Leadership Team contacts family members monthly to verify customer satisfaction and discuss the services their loved one is receiving. The call program provides family members an opportunity to receive updates and share any requests they may have for their loved one.

Customer Satisfaction and Customer Feedback

Surveys are mailed to the responsible party semi-annually, generally in the spring and fall. The surveys allow our families to evaluate our services and provide valuable feedback that allows us to gauge and adjust our services accordingly.

Resident First Program . . .

We want to get to know our Residents and all their wonderful history right away! To quickly and easily relay information to the caregivers and other campus associates we note a few major points about each Resident near the door inside their suite. At a glance our caregivers will be able to know certain things like important people and family members, hobbies and activities of interest and favorite words of wisdom.

Residential Programming — Socialization!

Our goal is to provide entertaining and enjoyable socialization to the Residents at our campuses. Van excursions include small and large group outings, trips to the movies, along with scenic drives and shopping trips. Our campuses provide evening activities as well as a full program on the weekend.

Week-Start Customer Service
At Trilogy, we believe the week starts on Saturday. Our experience has indicated many service opportunities occur on weekends so we created the Trilogy Week-Start program. From increased staffing and weekend managers to enhanced dining and activity programs we make every effort to ensure our service standards stay the same regardless of the day of the week.

Employee Standards

We know that The Right Employee Makes the Difference in our ability to deliver outstanding Customer Service, that’s why we have developed several programs especially for our staff. From training programs to our ER3 program that provides employee recognition in a number of areas, we offer our employees the tools they need to excel and enjoy the important work they do every day.

ER3 — Employee Recruitment, Retention and Recognition

ER3 focuses on the need to recruit and retain the best employees possible. Our Recruitment efforts include interview training, candidate selection and enhancements to our orientation program. Our Retention efforts include a number of initiatives like our 401(k) match, tuition reimbursement, and the Trilogy Scholarship Program. And, finally, what makes a great job even better? Being recognized for your years of service, perfect attendance, personal achievements (birthdays, promotions, certifications/degrees earned), and for exemplifying the Trilogy culture. As part of our Recognition Program our health campuses hold monthly Employee Recognition celebrations to celebrate our employees’ milestones and achievements.

Preceptor Training

Certified Nursing Assistants (CNAs) are a critical part of the care giving team at any senior care facility. At Trilogy Health Services we have designed a special course for our nursing assistants called the Caregiver Preceptor Program. The Preceptor Program was created to educate and empower caregivers to become leaders and trainers for new nursing assistants. For more information about our Preceptor Training program please click here.

Kaleidoscope Training

Kaleidoscope Care is a model of care designed to assist caregivers as they determine the individual abilities that a person has and how to increase that individual’s participation in their daily care and in social functions. For more information about Kaleidoscope training please click here.