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Trilogy Health Services

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Trilogy Health Services Compassionately Committed to Excellence in Customer Service!
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Page 1: Trilogy Health Services

Trilogy Health Services

Compassionately Committed to Excellence in Customer Service!

Page 2: Trilogy Health Services

2

Trilogy Background

Founded December 1997, Trilogy is a customer service-focused provider of senior living and long-term healthcare services in a continuum of care setting including adult day care, assisted living and skilled nursing services.

Midwestern operations, headquartered in Louisville, KY.

Raised initial growth capital in 1998.

Opened first health campus in February 1999.

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1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010

Trilogy is among the top 20 senior care operators in the United States

Number of Communities in Operation per Year

Page 3: Trilogy Health Services

Regional Markets

Snapshot:Snapshot: 61 healthcare 61 healthcare

facilities in 5 states, facilities in 5 states, 6,214 beds.6,214 beds.

7,500 employees.7,500 employees. Six Operating Six Operating

DivisionsDivisions TriStar Service TriStar Service

CompaniesCompanies PCA PharmacyPCA Pharmacy Paragon Paragon

RehabilitationRehabilitation Vibrant! Home Vibrant! Home

HealthHealth

Campus Location by StateCampus Location by State

3535 1313

44

33

11 3939 1414

44

33

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Page 4: Trilogy Health Services

Trilogy Operating Strategies

Using servant leadership culture as a foundation build a service model that is Compassionately Committed to Excellence in Customer Service!

Create value through “Best in Class” operations in newly-constructed or renovated Trilogy Health Campuses.

Cluster health campuses and ancillary businesses in demographically attractive non-urban communities in the Midwestern states of Indiana, Ohio, Kentucky , Illinois and Michigan.

Aggressively market superior service model and full continuum advantage.

Leverage size and market position for synergistic efforts in related businesses and facilities.

Campus BasedCampus Based Ancillary ServicesAncillary Services

Page 5: Trilogy Health Services

Trilogy Service Standards Trilogy’s operating philosophy is to deliver Best in Class service that Exceeds the Expectations of our Customers.

• Servant leadership culture• Customer service training for all staff• Leadership training for nurses and caregivers• Trilogy Service Standards

Best in Class Employee Leadership High Morale and Retention create service

advantage.• Most important Employee is the one

closest to the customer. Employee Loyalty/Engagement achieved:

• ER3 Programs/Enhanced Benefits• Training and Education Investments

Trilogy uses leading edge service providers as its role models in all facets of operations.

Focus on service excellence has yielded:• Continued improvement in customer service

scoring• Improvement in occupancy and payor mix• Growth in same-store earnings

Focus on Service Leadership

Page 6: Trilogy Health Services

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The Trilogy Health Campus

● Each Campus Contains Distinct Operating Units for Skilled Nursing and Assisted Living services.

● “Free Standing” aspect of the Skilled and Assisted units is a critical feature to our customers.● Separate Entrances, parking areas, dining and

living areas.● Operating units are small with a “non institutional

feel”. Just like home!● Amenities and décor are reflective of service level.

● New Construction creates competitive advantages.

● Shared overhead services are key to efficiency and operation.● Administration and other support

services are located conveniently between the units.

● Kitchen is located between the two dining rooms, allowing for hot meal service directly to both.

● Service areas are hidden from consumer view.

AdministrationSupport Services

ResidenceAssisted Living

Healthcare CenterSkilled Nursing

Central Service AreaKitchen

Separate Entrances

Page 7: Trilogy Health Services

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CampusPhotos

Page 8: Trilogy Health Services

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Focus on Customer Service

Trilogy’s operating philosophy is to deliver excellent customer service. Trilogy Business Thoughts Resident First Program Family Call Program Customer Service Training

Trilogy’s culture of focusing on customer service is the cornerstone of its success.

Page 9: Trilogy Health Services

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Home Office Support Team Home Office Support Team

The home office works for the field. Utilize home office team members

for best practices and experience. We are here to be your partner in

leading continuous improvement in your campus or area of expertise. We are not a company of lone rangers!!

Organization charts are for organization; not communication!

Page 10: Trilogy Health Services

Culture of Service

Mission Statement

s to Successful Customer Service

Customer Validation

Page 11: Trilogy Health Services

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Trilogy - Mission Statement

Trilogy is committed to exceeding their customer's expectations. Excellence is achieved by execution of the Trilogy Service Standards.

The Right Employees make the difference.

Communication and training are the keys to success.

The Team Approach works best.

Let everyone contribute to his or her fullest potential.

Pay Attention to the Details.

The details separate the winners from the losers.

Take what the Company is doing very seriously, but not yourself.

The company has zero tolerance for egos or politics.

Page 12: Trilogy Health Services

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s to Successful Customer Service

Expectations High expectations for customer service; zero tolerance for failure to execute our Trilogy Service

Standards and promptly responding to and resolving customer needs and concerns; high expectations for employee conduct; zero tolerance for patient abuse, improper ethics or mistreatment of peers.

Excellence Compassionate service and customer service excellence with attention to details. We go out of our way

to help our customers or another employee. Employees

Employees make the difference; everyone pulls on the same customer service rope. When our employees are treated like royalty, they will treat our customers like royalty.

Empowerment Create empowered employees through culture and training.

Education Invest in training for our employees; training is a personal responsibility.

Earnings Earnings are the result of great customer service and can be thought of as the applause of the customers

for a job well done. This in turn, allow re-investment in improving our services and campus environment.

Execution Requires teamwork, commitment, compassion and communication.

Page 13: Trilogy Health Services

Build a Culture of Customer Service

Trilogy’s operating philosophy is to deliver excellent customer service. Servant leadership culture. Campus specific customer service

programs. Customer service training for all

staff. Leadership training for nurses and

caregivers. Focus on service excellence has yielded:

Continued improvement in customer service scoring.

Improvement in occupancy and payor mix.

Growth in same store earnings.

Spring 2010 Customer Satisfaction SurveySpring 2010 Customer Satisfaction SurveyWould You Recommend Our Campus?Would You Recommend Our Campus?

Yes91.3%

Maybe7.4%

No1.3%

Yes

Maybe

No

Page 14: Trilogy Health Services

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Professional Development We encourage growth in cultural leadership through continuing education and business management

reads. Some recent titles that may give you assist with our culture of customer service and philosophy to our company are:


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