Since 1997, we’ve dedicated ourselves to being the best healthcare company in the Midwest by providing exceptional, comprehensive care to seniors in every community we serve. We operate multiple senior health communities throughout Kentucky, Indiana, Ohio and Michigan. To meet every need of the aging population, we have designed our communities to offer a full range of services, from independent and assisted living, to skilled nursing and rehabilitative services. Whether a resident requires short-term rehabilitative care, or ongoing nursing care, our programs help our residents live the highest quality of life possible.
At Trilogy Health Services, our motto of being compassionately committed to excellence in customer service is evident in everything we do. We believe that our company culture, values, and superior service standards are what define “The Trilogy Difference.” Not only do we provide excellence in customer service to each resident, but we are also committed to serving those around our residents, including our communities and our employees.
The Trilogy culture is built upon our Trilogy Service Standards, which emphasize exceeding customer expectations in all areas, including resident activities and programming, fine dining, family care and employee care to name a few. Each service standard is designed to provide an exceptional service experience, whether you are a Trilogy resident, family member, employee or community member. Cultural Leadership is the driver for our success, and our cultural map that guides us on our journey is our Mission Statement:
We are committed to exceeding our customer's expectations.
Excellence is achieved by execution of our Trilogy Service Standards.
The right employees make the difference.
A servant's heart is the key to success.
The team approach works best.
Communication ensures that Together Everyone Achieves More.
Pay attention to the details.
The details separate the winners from the losers.
Take what the company is doing very seriously, but not yourself.
Our company has zero tolerance for egos or politics.
Additionally, TriStar Services, Trilogy’s ancillary services division, is comprised of an institutional long-term care pharmacy (PCA Pharmacy), and a rehabilitation therapy service company (Paragon Rehabilitation, Inc.).
Experience the Customer Service Difference
We attribute our success as a company to exceeding our customers’ expectations and providing superior service. To this end, we used our company values to carefully develop our own service guidelines, which we call our “E’s to Successful Customer Service”.
E’s To Successful Customer Service
We believe in holding ourselves, and those who work for us, to the highest standards. Our high expectations are reflected in the excellent customer service we provide to our residents, and the ways in which our employees conduct themselves. On a practical level, this means we have zero tolerance for:
- Failure to execute our Trilogy Service Standards
- Failure to provide prompt responses to customer needs and concerns
- Patient abuse
- Harassment of any type
- Ethical misconduct
We strive to exceed our customers’ expectations at all times. To work for Trilogy Health Services, you must love the elderly and have compassion for them during this important stage of their lives. Excellence is achieved through:
- Not overlooking the basic components to providing good care
- Paying attention to important details
- Performing tasks in accordance with our service standards
- Going out of your way to help a resident, family member, or fellow employee
Our experience has shown us that the right employees make all the difference. To become a member of the Trilogy team, you must possess the following qualities:
- Compassion for others
- A willingness to help your team before you help yourself
- Strong work ethic
- Strong leadership
- Strong communications skills
We’re big believers in providing our employees with the best training possible so that they can improve service for our customers. We know that exceeding our customer’s expectations starts with exceptional training, the confidence to deliver, and the ability to solve problems quickly, if they arise.
We treat our caregivers as VIP’s because, let’s face it, as the people closest to those we serve, they make the greatest difference.
Investing in employee education is the most important investment that we make as a company. There is no better way to show our commitment to our employees than offering ongoing educational opportunities. Not only do we present formal opportunities to learn through employee orientation, in-services and seminars, but we also provide informal teaching by serving as role models of our culture and customer service practices.
We have a responsibility to our shareholders to achieve a return on their investment. However, positive financial returns do more than satisfy our shareholders; they also allow us to reinvest in improving our services and campus environments. Earnings generated in the local market can be returned to the community through taxes and charitable contributions or services. To this end, we want to continually explore ways to be a partner to our community, both on a financial and service basis.
Execution does not happen by chance. Strong leadership is essential to ensure that the Trilogy values are always connected to the tasks being carried out. Effective execution requires hard work, teamwork, compassion, good communication—all guided by our Trilogy Service Standards.