GEMS

At Palm Garden we strive to respond to the expressed and unexpressed (anticipated) wishes and needs of our guests, residents and families. We call this a GEM (Going the Extra Mile) Moment! Please read below to learn about some of our GEM moments.

March 13, 2017monday motivation GEM

Did you know people are 57% more likely to write a bad review than a good one? Did you know the reason is deeply rooted in biology? See, back when there were no cars, computers or even houses, psychologists say that only folks who remembered the really bad things survived. In other words, if you had a bad experience and remembered it- you avoided that experience again and lived longer. Negativity is deeply rooted in our DNA. It’s no wonder most post-acute organizations get a whole bunch of bad reviews- it’s human nature! But not Palm Garden.

We have seen a flurry of positive reviews. Below is just one of them:

5 star review

And did you notice the GEM? The family member who took the time to write this review mentioned it specifically. Yes, she talked about therapy, she talked about nursing. She even mentioned our remodeling efforts and our fantastic recliners. But something as simple as listening to a guest’s words, and then going to Publix for some fried chicken- made all of the difference in the world.

GEMS (big or small) are one of the many things that separate us from others in our industry. That GEMS are related not to what you or I would want- but what our guests and residents want based on their own life story, is what makes us special. (And people are noticing)

We are so proud of our Palm Garden Family!

Kind regards,
Luke Neumann
Senior Director of Service
And Relationship Development

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I had a Gem Moment with a member at Palm Garden today.

Gem moments are not always about how the staff can make the members feel happy or good but also how good the members can make us, as staff, feel.

The member came into the office today to thank me for purchasing him a cell phone card at the store. He then proceeded to tell me that when he looked at me on Friday, he thought how much younger I had looked that day. What a compliment! On Friday, I was feeling like most do, tired and exhausted from the work week and daily life.

He not only made my Monday special but he also made me realize that how I perceive myself is not always how others see me.

Thank you Ken.

Deborah B.

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Judy P. was requesting a certain kind of candy—Debbie has been unable to locate it in the store when she does the shopping for the residents weekly. I spoke to the resident and she told me exactly what she was wanting so in my outings on the weekends I would look in the different stores I went to. I finally found (at Publix) the candy she was requesting and bought her 3 of the largest bags there was and presented them to her. She was so excited and thanked me. She wanted to pay me back for them and I told her no, It was my pleasure to do this for her and was glad that I was able to find what she had been wanting. I let her know that every couple of weeks I will continue to look, and if I see them again, I will make sure I pick them up for her. It’s such a small thing to do and I was happy to be able to find it for her.

The small things we do for people really do matter.

We are all truly Blessed every day!

Lourie M.

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We have started a “Date Night’ for the guests and their spouses. This happens a few times a week. Staff set up a nice meal, flowers, candles and soft music in a secluded table. The couples have really enjoyed having time to reconnect with each other.

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During my initial interview with Albert J. he said he didn’t really have any hobbies or interests. I was trying to figure out what we could do to create a GEM moment when his wife mentioned he loves Mike and Ike candy. He was delighted to receive them the next day!

Russell

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Sandra T. told Linda our Hospitality Liaison, how much she missed her chocolate lab named “Cocoa”. So Linda got her a notepad with lab puppies on it!

Larry W was given a notepad with Star Wars R2D2 on it because he loves Star Wars so much.

Russell, the Hospitality Liaison, found out Joseph O. loves to fish. He bought him a “field & Stream” magazine. When he checked on him later, Joseph was resting in bed and his wife was reading the articles to him. They loved it!

Alice 

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Sigmond K. really enjoys photography and traveling so he was thrilled to receive a National Geographic book on photography.

Rosemary S. just moved in and already misses her Eggo waffles. Imagine her delight when Eggo’s were served to her the following morning.

Diane R. thoroughly enjoyed her new Horse & Rides magazine.

Carl E. grew up in Maine and was missing lobster, but not after his special treat from Red Lobster.

Virginia D.’s favorite snack is mozzarella cheese. She is so happy to have some in the fridge for a late night snack.

 

Alice 

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Received a message from the wife of Mr. M asking how she could arrange for her husband to get his hair cut and beard trimmed. She is not feeling well and unable to drive at this time, unable to bring funds for the service. Social service called her back wishing her a speedy recovery and reassured her that her husband will have his haircut and beard trimmed. She was very appreciative as this was one less worry on her mind.

Jacqueline

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Guest Anna M. is so sweet–when I went to speak with her she informed me that she likes to do all kinds of puzzles–especially soduko and word search puzzles. I was excited to be able to provide her with a couple of these books. I also provided her with (3) new pairs of fluffy grip socks in different colors. She was so appreciative.

Lourie 

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When welcoming guest Albert M. and getting to know him better, I discovered that he enjoys chocolate chip cookies. I was starting to head out to the Publix bakery when the Culinary Services Manager stopped me and offered to bake fresh chocolate chip cookies and have have delivered to his room. Guest relations delivered his cookies and as I visited with Albert later that day, he was happy to display and share his cookies. Thank you to everyone for making this happen.

Jacqueline

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During Partners in Care meeting, a guest mentioned that she would love strawberry jam with her toast in the morning. I wanted to make her day and was planning a trip to Publix to surprise her. The Culinary Services Department said that they were already headed out to purchase a few items and would pick up Alice’s strawberry jam and be sure to put it on her morning breakfast tray. Sure enough, the next morning when visiting Alice, she was enjoying her special strawberry jam with her toast. Thank you so much Wendy, sometimes what we may consider little things, mean so much to others. I appreciate your help and I know she did too.

Wendy

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Ms. Beverly M. is so sweet—I went to see her and she said her feet were cold and she hadn’t brought any word search puzzles from home. I was able to give Ms. Beverly a new pair of purple fluffy soft grip socks and some large print word search books. She immediately smiled and said “Thank you very much”–It was nice to see her face light up —-it made my day!

Lourie

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This morning I presented Jessie P. her very own lavender Palm Garden polo shirt. She was so excited and couldn’t wait to put it on and wear it home to her assisted living facility. She told me how much she looks forward to continuing on with Palm Garden home health as part of our family. Jessie is one dynamic lady and true advocate for Palm Garden.

Jacqueline

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When Raffaela discharged, some personal photos were left here. I contacted her daughter in California to see if she wanted them and she said YES! She was very thankful!

Deborah

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Mrs. N. is leaving us tomorrow and on her hospitality liaison report it stated her love for making jewelry. I picked her because I enjoy crafting too, especially when it involved anything shiny or sparkly! I decided what better to send her home with than her very own Palm Garden good luck charm. I found a palm tree charm and some colorful glass beads to make a beautiful “lucky” bracelet to remember us.

Valerie and I were able to give this to Ms. N. this morning while she was on her way to therapy. She has a busy day ahead of her with therapy and doctor appointments, and I know this small gesture helped reinforce a positive mood for the day. When we told her it was a Palm Garden lucky charm, she was very excited and eagerly wanted to show us her jewelry creations. She had so many nice things to say about the staff and how grateful she is for all the help she has received throughout her stay.

Alisa

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Found out that Mrs. L. loves lady bugs. I painted a rock to resemble one and made a poster of quotations about lady bugs knowing that she has very limited vision, I went to her room, presented this to her and stayed and read the quotes to her. She was absolutely excited to receive this. She and her husband stood in the room looking at the rock lady bug planning to go buy double sided tape with velcro to mount on the dash board of their car-which is also painted like a lady bug! It’s a wonderful feeling to know that you can make someone smile and feel thought about with the smallest of things. She smiled the whole time I was in the room.

Lourie

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New Year brings new calendars, given to several guests and residents, compliments of social services, with their choice of tranquil scenery, flowers, and various types of animals including: dogs / cats / horses / tigers / bears.

Jacqueline 

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I saw Alice looking through the magazines we have available (overheard her saying she already had seen them) and invited her to my office to look and choose a magazine that I donated to the facility. She also picked out a cute calendar for the New Year with puppies and kittens. She was so tickled to see the cute puppies and kittens – it reminded her of the pets she had.

Jacqueline 

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As I was walking down the hall the other day, I saw a therapist kneeling down to talk to a resident. I was going to stop and join them when I realized the resident had her eyes closed. I realized they were praying together. This was so special to watch. The resident was totally relaxed and engaged. When I talked to the therapist later, I found out the resident used to go to her Jehovah Witness Congregation. The therapist said she stops weekly to pray with her because she knows how important the resident’s faith is to her.

Alice 

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I saw several residents with fresh cut flowers. After asking around I found out from our Culinary Manager Wendy, that Reba, a Culinary Aid brings flowers in regularly!

Alice 

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A visitor overhead a resident say he wanted bean soup. He went home, made a fresh pot and brought him back a bowl that afternoon.

Alice 

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During our recent Family Holiday Dinner, Mary-Sue, was serving the meal when she noticed people not eating. She realized they were waiting for the Blessing to be said. She went table to table and asked families if they would like to join her in a blessing.

Alice 

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loose gems

I was so excited to have Crystal, Jan and Nurse Erica be a part of the GEM Moment with Anna. She is a first time Guest and is discharging on the 5th to home. Her husband was a Guest here last year (and actually had the same room! And Nurse) His stay was over Thanksgiving and they both remember it as being very pleasant and festive. When I shared with them that we would be celebrating on the 9th with our “Light up Palm Garden” and would have a visit from Santa – We all joked that she needed to tell him what she wanted for Christmas. Her husband quickly interjected with – DIAMONDS! She always asks for diamonds! She responded with – “They are a girl’s best friend.” So when I heard that she was graduating earlier than our celebration – I made sure she would have her “Diamonds.” A quick trip the craft store and voila! A Personalized ornament – Filled with Diamonds! (And a few loose ones too!) We presented it to her today and she was so tickled – She said before she opened the box – “Are there diamonds in here?”

Thank you for allowing us to focus on the individual’s overall experience. Not just the nursing and therapy services. But the whole experience – the things that make it personal and truly all about them!

Janet

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Happy to donate several magazines including Car and Driver, People and Women’s Day to several guests and residents throughout the Center.

Several men said it brought back great memories of their younger days and cars they owned. The ladies were tickled to see the movie stars and wanted to share and compare their own cooking recipes with the likes of Martha Stewart. It was a nice experience.

Jacqueline

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smiling nurse with resident

I stopped in to talk with a new guest, Hermine W. In the conversation she mentioned how much she was craving some fresh pineapple. As we talked, I found out her favorite dessert is pineapple, toasted coconut, and whipped cream. It reminds her of living in the islands. She was quite delighted to have her a mid-afternoon treat delivered the next day!

Alice 

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I saw one of our guests preparing to go outside for a visit to an ALF and noticed she was not wearing a sweater. Knowing it was only 64 degrees outside (cold by Florida weather standards), I went out and got a sweater for her trip. She was so surprised and really appreciated it. She wasn’t prepared for the unexpected cooler weather.

Jacqueline 

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I selected Clara who voiced a liking for Woman’s Day and Family Circle magazines. I presented 3 October issues to her, and one was a special extra Fall edition.

Jacqueline

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Alice is known for watching the Publix ad every week to see if they have nuts on sale– This week the Emerald nuts are buy one get one free—she showed me the ad and I told her that I would go to Publix after work and would be happy to get them for her–she loves cashews and mixed nuts unfortunately they were sold out of the cashews so I got her 2 of the mixed nuts and brought them in to her on Thursday Morning–she was very excited because no one ever goes shopping at Publix it’s always Walmart which never has her nuts on sale.

Lourie

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Even though I may spend time with, and can tell you a number of things about a potential admission, that doesn’t always translate into a GEM. For example, I learned that Dr. Hillbauer was an orthodontist, has two children and one is a traveling nurse. What I didn’t know was that he adores a good Snickers bar! Val was our Quality Services Ambassador on the day he was admitted and when she found out about his Snickers addiction, she immediately went and purchased a large bar and presented it to him. That simple gesture surprised and delighted our new guest, and that should be the goal for each GEM.

Great job and kudos to Val!!

Jan 

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Georgia blanket

When Mary-Sue was talking to Harold, she found out he is a HUGE Georgia fan. So she went home and made him a Georgia throw. By the time she got to his room to give it to him, he had discharged home! Soon he will be receiving a care package in the mail!

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In my office at 2:57 pm today and overheard a guest by the name of Helen B. ask the concierge about the Breast Awareness pins available for sale. She expressed that she would love to buy one but had no money. I quickly rounded the corner and offered to buy the pin for Helen who was so surprised and thankful. She proudly picked one out and put it on displaying for everyone to see.

Jacki

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staff member embracing smiling resident

This was my Gem Moment and it was very rewarding for me. While making rounds I met Ethel, a guest that was admitted just a few days ago to our Center. She was lying in her bed and I noted a rosary in her hand. I remarked how beautiful it was and Ethel told me it serves its purpose and thanked me. I asked if she brought her Bible. Ethel explained, “No dear I pray just fine with my beads several times a day”.

We talked for quite some time, I was looking for something to make her stay with Palm Garden memorable. I asked about music and she said no dear, music is fine but not now.

She said she felt out of sorts when she went to the hospital and couldn’t bring anything. I asked what she missed. Mainly she misses her books, especially James Patterson. I had the answer I was looking for, and left after we completed our conversation, explaining I would return tomorrow.

This morning I went to visit Ethel, and when I gave her the books and explained now these are hers to keep and do what she would with them. I also told her we have a wonderful library here and I happen to know they have some of his work here as well.

Such a simple thing brought happiness to this very kind and lovely lady. I will say it as well it brought some happiness to me, and what a great feeling. This truly was my pleasure.

Roxy 

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I was covering for concierge a couple of weeks ago. Had a resident Deloris R. come by on her way to therapy. We had just had a yard sale & she asked me if we had any Mickey Mouse stuff. I told her we had a watch but sold it. She said “oh no.” So I started asking her about him and she said she just loved him. I had a Mickey Mouse watch at home that I did not wear. I put in a new battery and brought it to her. She was so excited. Kept saying “oh no I can’t believe it!” Kept staring at it and telling me she couldn’t believe it. She gave me a big hug & asked how I knew how she loved Mickey Mouse. I reminded her about our conversation with the concierge.

Machelle 

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Tara, a Restorative CNA – heard a guest asking at the concierge desk about “plucking” her chin. Tara told her she would be happy to shave her but the guest said no she didn’t like that & would rather pluck but didn’t have a magnifying mirror. Tara told her she would see what she could do. She went to the dollar store & brought her mirror the next day. The guest was so excited that she went out of her way to get her a mirror.

I was talking to a new guest when she said she had gone to the hospital on an emergency basis. So she had not had time to gather any of her favorite toiletries. She really missed her Oil of Olay lotion. I got a big hug and a smile the next day when I brought her favorite lotion!

Alice

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I noticed that Barbara B. loved having a Pepsi every day. The next time I visited CVS, I picked up a 12 pack. She was so pleased to have it! She said that I was going to spoil her! She then told me God would bless me for thinking of her! It is fun to make people happy with such small gestures.

Russell

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We have a Guest here for rehab after treatment for a brain tumor–I went out and purchased her some bandanna’s for her to wear on her head in different colors–she was very happy and loved them–you will see her in the halls daily with one of them on every day just smiling…. NICE!!

Lourie 

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