Trilogy Health Services
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Transcript of Trilogy Health Services
Trilogy Health Services
Compassionately Committed to Excellence in Customer Service!
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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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Trilogy is among the top 20 senior care operators in the United States
Number of Communities in Operation per Year
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
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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
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
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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
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CampusPhotos
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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.
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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!
Culture of Service
Mission Statement
s to Successful Customer Service
Customer Validation
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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.
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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.
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
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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: