A PlAtinum Service® community mAnAged By the goodmAn grouP.

www.thegoodmangroup.com

April 2014

Our Talk.Our Walk. Every Day!

Our Service Approach

Step 2 – Fulfillment and Anticipation of Resident and Guest DesiresDuring Platinum Service training, we learned that customer loyalty is achieved when an organization focuses on providing personalized service to its customers. This is the heart of our Service Approach to residents and guests.

Some techniques we use to meet residents’ unique and personal requirements include engaging and adjusting to their pace, fulfilling expected and expressed wishes, anticipating any unexpressed wishes, and asking if any other assistance is desired. We are able to deliver this service by being proactive, using the resident or guest’s name, and remembering their preferences. Our goal is to go over and above the “ordinary” service that might be expected.

“To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” —Douglas Adams

at West Hills Village Senior Residencewww.westhillssenior.com

Executive DirectorDear Residents and Friends of West Hills Village,Spring is upon us, and as flowers begin blooming outside there are a number of other changes blooming here at West Hills Village. One of the more exciting changes is the completion of the garden shed in the back parking lot. This has been built to give residents a spot to store gardening supplies and work on gardening projects in a covered setting. The completion of this project has been a long time coming, and we’re excited to open it up for resident use. If you would like access to the garden shed, please see Margaret at the reception desk. I look forward to hearing your thoughts on the new shed.Other exciting changes coming in the next couple of months include the refurbishment of our elevators and the replacement of the second floor skylights. Both of these projects should make the building function more efficiently and beautify our community. Granted, there will be some noise and other hassles that occur during each of these projects, but the final product will be well worth it!Much of the change that happens around West Hills is due to the feedback we receive from residents and their family members. As a reminder, there are two great ways to provide your input. The first and most effective is to attend Resident Council, which occurs on the third Tuesday of every month from 2 to 3 p.m., and provide your suggestions in that setting. At Resident Council you have direct access to me and we can quickly gauge how the residents feel about suggested changes and determine how to proceed. The other way to provide input is through the suggestion box located on the table outside the Garden Restaurant, which is typically reviewed by me on a weekly basis.Lastly, if you would like to keep up with the happenings here at West Hills, I would like to invite you like us at www.facebook.com/westhillsvillageseniorresidence. This is a great way to stay connected and hear about what exciting things are happening here at West Hills!

Sincerely,Sean Leahy, Executive Director

New ResidentsAll of us at West Hills Village would like to extend a warm welcome to the newest members of our community: Jeanie, Phyllis, Don and Naomi. We hope you make fast friends!

Life Enrichment HighlightsApril is finally upon us, and so is spring. While the weather may not be quite so reliable at this time of year, the good cheer is!This month I would like to invite all of the knitters and crocheters to help make an afghan to be raffled off at the Mother’s Day Brunch in May. All the proceeds will be donated to a charity (TBD). The activities department will purchase the supplies; all you need to do is make a four- inch square. Keep an eye out in your mailboxes for a project flyer with more information. On Friday, April 25, there will be a workshop to bring all of the squares together into a blanket.In addition to our regular Monday shopping trips, there are two additional outings on Saturdays this month. On Saturday, April 5, we will visit the Walmart Neighborhood Store in Raleigh Hills. On Saturday, April 19, we will visit the Portland Saturday Market, so put on your walking shoes and be ready to enjoy the thousands of handcrafted items on display.Be sure to sign up early for the following Friday events:April 4 at 12:45 p.m.: Outing to the Museum of Contemporary Craft (Admission is $3)April 11 at 12 p.m.: Lunch Outing to City Thai in HillsdaleApril 18 at 12:45 p.m.: Outing to the Forestry Center at Washington Park

April Is Fitness Challenge Month!So, you think you can’t exercise? You think that it is too hard, too early or just won’t make much of a difference in your life? Think again! Stop letting yourself get in the way of a stronger, more balanced, more flexible you. With a variety of classes to meet your current level of fitness and help you build muscle strength, increase endurance and expand flexibility, there is more than one way to get fit this month!Here is the challenge: Attend 15 fitness classes during April and win a free meal in the restaurant for a friend or family member. Attend 20 or more fitness classes in April and be entered to win a fantastic prize (and I really do mean fantastic). The best part is you don’t have to keep track of anything — we will do it for you. Just show up to one of the classes we offer every week: Fit to Stretch, Fit to Be Strong, Fit to Be Strong Seated, Fit to Pedal and Tai Chi. These classes have been designed by an award-winning physical therapist, so you do need to have your doctor’s permission to participate (and we have already received permission from almost every resident’s doctor).Keep your eyes peeled for more information on the fitness challenge this month!

Resident CouncilJoin us for the next Resident Council meeting on Tuesday, April 15, at 2 p.m. in the Danner Theater.

Resident Spotlight: Louise S.

Resident BirthdaysFay Q., 2nd Jean G., 11th May F., 13th Bob M., 16th

Music has almost always been a central force in Louise’s life — and a force it is. Music filled her home as a child, dancing brought her and her husband together, and records played throughout the day when Louise had a home of her own. Even now Louise prefers to have the company of music than the sound of silence.Louise was born and raised in Yakima, Wash., in 1920. She had three brothers and two sisters, all of whom were older. Her mother was a nurse and took kids in. Louise said her mother hated to see children neglected. He father had a passion for playing the violin and was quite good at it: “He performed at functions all over the valley and beyond. I think I was the only one in the family who didn’t play the piano, but I still go for surrounding myself with music.” The home was a happy one. She attended grade school and high school at St. Joseph’s Academy. Louise thinks fondly of her time in school: “We had a very good singing teacher — a sister of course. Our choral group was good and we performed at many different meetings in the community.” After high school, Louise attended a nearby junior college and participated in many activities and formed good friendships. However, she left college early to join the service.At first, the Women’s Army Corp was not what she had expected. The United States had not yet entered World War II and recruiters had painted a different picture of what it would look like for women. Louise said, “I was disappointed. We were encouraged to join and explore beyond our town, and it wasn’t what it was made out to be.” However, the USA eventually entered the war and the group became much more active. She was soon sent overseas, to an upstart base outside of Paris. Louise and the other servicemen helped to establish a fully-functional base under the

command of Dwight D. Eisenhower. “He organized things. What was once a walking path between warehouses became a road. It was something,” she said of her experience. Louise held a prestigious administrative position that required her to ensure every solider be fully equipped before heading to the front line — she even had a jeep with her name on it so she could get to where she was going whenever she needed.Louise met her husband, Joe, after the war and once again music worked its magic in her life. She said, “The people he had previously gone out with had two feet stumbling along. We really danced up a storm after that.” Both had served in the war. Joe was from North Dakota, but had followed his brother to the Pacific Northwest. He and Louise worked at Pacific Power and Lights. Her family liked him and they were married after dating for a time.Joe and Louise had four children together: Michael, Gary, Cyndy and Paul. Louise said they were “fairly well adjusted as a family. Everyone got along together — happy-go-lucky.” Like the house she was raised in, there was always music in her home, but in the form of records. She never liked to be without music for too long. The family took vacations on the coast and in the mountains. In fact, the family moseyed around the country in a big travel trailer, exploring places like Yellowstone, Mount Rushmore and even Alaska. Later, three grandchildren arrived: Kelly, Scott and Matt. Louise describes her family as happy.When asked to share other thoughts Louise said, “I suppose I’ve made some mistakes along the way, but I have enjoyed my family and work very much. We have enjoyed our time together — take the hits as they come and be glad when we don’t have them.”

MarketingIn the last few weeks I have had the opportunity to become a part of West Hills Village, and it has been an experience I will treasure. As we all have experienced at some time in our lives, change can be frightening. New residents and prospective residents are faced with the daunting thought of not only moving into a new home, but also of making new friends. I have been touched at how welcoming the residents of West Hills are to new people in the community. I have been a witness on multiple occasions to residents welcoming prospective residents and their family members and giving their testimony of what a wonderful community they live in. There have been stories of how kind and compassionate the staff is, how wonderful the food is, stories about the latest activities, and of course, our beloved house cat. I thank you for reaching out and making sure that each new resident understands just how welcome they are here at West Hills; you are indeed the heart and soul of our community.

A PlAtinum Service® community mAnAged By the goodmAn grouP.

www.thegoodmangroup.com

April 2014

Our Talk.Our Walk. Every Day!

Our Service Approach

Step 2 – Fulfillment and Anticipation of Resident and Guest DesiresDuring Platinum Service training, we learned that customer loyalty is achieved when an organization focuses on providing personalized service to its customers. This is the heart of our Service Approach to residents and guests.

Some techniques we use to meet residents’ unique and personal requirements include engaging and adjusting to their pace, fulfilling expected and expressed wishes, anticipating any unexpressed wishes, and asking if any other assistance is desired. We are able to deliver this service by being proactive, using the resident or guest’s name, and remembering their preferences. Our goal is to go over and above the “ordinary” service that might be expected.

“To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” —Douglas Adams

5711 SW Multnomah BoulevardPortland, OR 97219

503-245-7621

StaffExecutive Director

Sean Leahy

Director of NursingTanis Linn

Registered NurseCarol Trezona

Life Enrichment DirectorRachael Kilbourn

Director of Dining ServicesTyler Nies

Housekeeping SupervisorRegina Santiago

Administrative AssistantMargaret Ripple

Resident ChauffeurLarry Anson

Genealogy, Family and MemoriesWhat is more entertaining than reflection on your family roots, your nationality, your traditions, your family recipes and your family adventures? We are descendents of amazing and interesting (and sometimes devious) people. We are interested in our forefathers, their accomplishments and sometimes their failures. As family members we exchange “long” tales and endeavors. My family enjoys nothing better than a delightful meal of pastees — can you guess what nationality that food is? I’m Italian, but my people would take ships and relocate to the Cornish coast in England (we also eat steak and kidney pie). Ask your neighbors about their lineage. Share some memorable times with a neighbor. Ask them questions about their genealogy and share some good memories of laughter together.

— Tuesday Carol, RN

Food and Beverage/Dining ServicesHello, residents! Spring has sprung at West Hills Village. While the Easter Bunny is coming a bit late this year, we will still be putting on a fantastic Easter lunch, so bring your family and friends! We will be running a limited but substantial menu in the dining room with traditional Easter fare such as ham and prime rib, along with some other delicious offerings. The cost for guests will be $11. We will serve from 11:30 a.m. to 2:30 p.m. Call the front desk if you know you will be attending. We hope to see you there!