What Our Seniors and Families are Saying
I am writing to offer feedback about the outstanding service provided by the staff of the Clarkston, Washington branch of Senior Life Resources. My father is 94 years old and we have contracted with the service for 2 years, initially with one staff for a few hours per day and now with 24-hour care. My father is in a unique situation since he chooses and is able to remain in his home. He needs physical assist with all activities of daily living but is mentally very sharp. This can be a challenge since he is particular and not used to relying on others.
The staff at the office, Bonnie Torres, Tammy Pearce, and Eric Tildon, have worked with me closely to match my father’s needs for care and companionship with appropriate staff. I am impressed with their level of professionalism on two levels: administration and service.
The administration of their services is outstanding. Because his 24-hour care requires much staff with particular skills, attention to training specific to him and scheduling is required. Orientation and training appear to be excellent because all staff who have come to his home have been on time, responsible for paperwork, experienced in elder care, and interested in meeting a new client. I know this is a result of Bonnie’s very conscientious screening, hiring, and scheduling skills. Paperwork is always timely. A Plan of Care is done and updated as his needs change. They contact me with any staff or scheduling changes and are available to me in the office any time I go in. Scheduling changes are handled smoothly. When insurance needed more information, they provided it. All staff know my father’s needs and can answer questions that I have. I introduced new record-keeping paperwork that is kept at home to help me manage his care. They have received my suggestions and helped implement them.
Beyond the administrative and clerical aspects of their work, their service to me, clients, and other staff is even more commendable. I am always greeted warmly by name. When any of them see Dad in other places in town, they greet him by name. They know who my father is and his needs so that any one of the three can answer questions. Bonnie makes regular visits to his home and develops the Plan of Care with me. Visits are also made to evaluate staff.
They customize the placement of staff by those who have already proven to be a good match. This is a level of service that suggests this work is more than just a job to them. They do extra to provide service to clients and families who typically are experiencing a time of need and stress. This is never apparent in the way they conduct themselves. I am always surprised to learn of the number of home care workers they supervise because they always make me feel like my requests are their most important task. This is not taught, it is a service-oriented, caregiving skill. Each of them brings a genuine caring for others’ welfare to their tasks.
My career has been in health care and the delivery of service to special needs children and their families. I understand the challenges of establishing rapport, assisting with problem-solving, hiring, and required paperwork. It is from this vantage that I offer this feedback of your exceptional staff, Bonnie Torres, Tammy Pearce, and Eric Tildon. Please add this to their personnel files.
Daughter of Wayne Thill, Clarkston, WA
I sincerely appreciate the service you provide for my mother, life for her is so much better quality because of it.”
– Carl H.
Millie is the Best! Thank you so very much for helping Mom over the last couple of years.”
– Glenna L.
“ I would like to acknowledge what a great job Leslie is doing with Mom. Mom reports that Leslie is fun, intelligent, and willing to help her with errands, light housekeeping, some cooking, and bathing, and does it all with humor and efficiency. Perhaps the greatest compliment, though, that I would like to pass on is Mom’s response when I asked her if Leslie’s driving frightens her. (Mom has, in the past, been fearful of driving and riding in cars.) Mom responded, “No, she knows right where she’s going and gets there with little fuss. From my own perspective and having never met Leslie but only talked with her on the phone, she seems both able to hear my concerns and yet to work with and for Mom. I very much appreciate this wonderful “daughter” substitute. Please thank her for the both of us.”
“I want to take a few minutes to express my appreciation to you on behalf of your employee Isabel C. I often tell her how grateful I am for her undying help and assistance and recently realized I should let her “bosses” know just how much she does for me. I was very reluctant at first because we had a rough start with several cancellations. Then Isabel showed up at my door with her million-dollar smile and helpful spirit. It’s been all the way uphill for me ever since. Projects I had given up on ever being done are now done & done well. I no longer dread all my doctors’ appointments, my pharmacy & medications are simplified & organized & life, in general, is so much easier with Isabel’s hard work & caring helpful spirit. Footcare right down to daily menus, she is always on top of things with a very cheerful, encouraging & happy attitude. I hope you pass on my appreciation to Isabel upon receiving this. Thank you for employing such a high-quality staff. May the majority of them be as efficient as Isabel!”
We would like to tell you that Anita was the best thing that happens in our lives. She is compassionate, caring, and loving. She took excellent care of our mother and I personally am sorry that we no longer need her. You have a jewel in her. We feel very fortunate that we were lucky enough to have her. I only wish that I could adopt her. Thank you for your excellent care.”
I have found Ruthie to be super reliable and trustworthy. She is friendly and upbeat, yet always professional as well. My grandmother and I are grateful to have her services, and I wanted you to know how much she is appreciated.”
“Ralph and I want to express our appreciation of Steve D. as the caregiver from Home Care Services for Ralph C. He is a very outstanding caregiver showing real sympathy & care for his patient. He is very reliable and efficient and dependable & trustworthy. He has a very positive attitude & goes out of his way to cheer us up, always showing a happy attitude & using a lot of patience. I really appreciate being able to leave Ralph in his care and knowing he will take care of things. He really cares about his clients & does all he can to make Ralph comfortable. Steve has been coming here for at least a year I think & he is never late or not here. If there is an emergency he always calls to let me know he is not coming. Thank you for such a good kind caregiver that is willing to take charge and do things that need to be done. And thank you for Steve for being here when we need you so much.”
This program and the lady you send to us each week (Loretta W.) are lifesavers.”
Thank you so much for your help. You sure have made our lives a lot easier.”