Mary could tell the resident was very tired and frazzled. Mary told the resident that she would call her back. Mary then came to me and we discussed the matter. I called Debbie Williams, Accountant for the MSS Home Office who lives in Germantown, TN, and ask her if she could pick the lady up at the bus station at 3:30 so she did not have to stay the night there. Mary immediately volunteered to drive to Memphis to get the resident and bring her back to Traceway.
Debbie happily went to pick up the resident and held a sign up that said Traceway so the resident would know who she was supposed to go with. The resident waited comfortably at Debbie's home until Mary arrived to pick her up. The resident was happily settled back into her Traceway home thanks to Mary and Debbie.
I text Debbie to tell her thank you for her all she did and she responded 'Happy to Help.' All employees need to adapt this attitude. Maybe we should rename our program 'Happy to Help'!
Bravo to these two ladies for putting the elder first and doing whatever it took to make her journey better.
Submitted by Dawn Steinman, Director of Retirement Living at Traceway Retirement Community