Page 26 October 2014 The approach to effective complaining • Certifi cate in Travel Health Medicine • Recognized as one of Conde Traveler Magazine’s Top U.S. Travel Health Specialists Medical Director: David Francyk, D.O. Eileen Klecka, R.N. Flu Shots without preservatives available now! Family Practice Specialists 4350 E. Camelback Rd., Suite F-100 Phoenix, AZ 85018 Phone: 602-955-8700 Website: www.travelshots.net Email: travelshots@cox.net Resident Heroes Rich and vibrant is the character of seniors—the wisest and most experienced among our population. The stories they have to share, and the lessons to be learned from them, are deeply significant. Only seniors can give the rest of us perspective by their personal vignettes of history. It is MorningStar’s high and chosen calling to give these Sages of Society all the dignity and respect they deserve. Ours is a calling begun in 2003 when Founder Ken Jaeger resolved to create his own brand of senior living—one defined by the human touch. Out of his convictions, Ken established three precepts for MorningStar: honor God; value all seniors; and invest generously in his team’s ability to serve well. Testify to Love The staff in our Arcadia community take great joy in living out MorningStar’s mission to “value all seniors as gifted and contributing individuals.” In fact, we go far beyond: we purely love our residents. From my own heart, I treat our residents as if they were my own grandparents.They encourage me to value life by their own example of enjoying each and every day to the full. The happiness I feel when I see them laughing and smiling is profound for me. Assisted Living Coordinator Edwin Roldan’s testimony is also illustrative. Edwin is the kind of “radically relational” personality we seek, someone who serves from a deep place. “I first began working with seniors in high school, thinking of it as just another job. Those three months turned into 6-1/2 years. I got that attached to the residents. Their stories teach me to live my own story better. Because of them, I’m more even-tempered, and I cherish life more.” And from Reflections Coordinator Durelle Wright: “Seniors remind us to enjoy simple things. They encourage me to sit a while, relax and connect, instead of always being on the go.” Our team members also feel privileged to be working in someone else’s home. We know our residents are entrusting us to maintain their pride of ownership. That’s why our common areas are always beautiful— and ready to receive callers. (So beautiful is Arcadia that our community ranked first in a national interior design competition.) MorningStar is also home to the families of our residents, a place where they know they’re welcome to settle back and stay a while. Boutique Memory Care Everything about Memory Care at MorningStar is personalized, made so by studying each resident’s unique history, vocation, talents and preferences, then crafting a routine that is at once calming and engaging. That’s the true definition of resident-directed care, keeping each person as much in control of his own life and decisions as possible. On serving in our Memory Care neighborhood, one Arcadia care manager says: “It’s not difficult to connect with residents if you see past the dementia, before the dementia, to who each was in years gone by. Only then can you know what they’re thinking now, their frame of mind. Miss Betty was a nurse, so we can share a caregiving nature. Miss Donna loves to sing; so I just join right in.” Whatever the extent of memory loss, a person’s essence remains. Perhaps hidden. But there. Our responsibility—our joy—at MorningStar is to find ways to connect with that essence. And draw it out. The Stars are Always Out We believe there’s always reason to arise confident in the day and the promise it holds. To engage the day with mind, body and spirit. To continue learning and contributing. To shine. So each day at MorningStar is filled with opportunities to ignite a plan that enhances health and wellness. Through WellStar, our signature wellness program, we offer activities that integrate different modalities and senses, feeding the whole body and brain. We encourage residents to use their own talents and personalities to enrich our community. Sometimes we hit the road in the MorningStar bus and head for a new movie release, special interest destination, swimming at the rec center, or a scenic drive. The result? Reduced pain. Less reliance on medication. A marked difference in mood and physical well being. Of course, true wellness is ultimately found, not in programming, but in the human touch (as Ken knew in 2003). Touch reminds us we’re still here. It’s the antidote to loneliness—for all of us. Casting a New Light Let’s celebrate the marvelous times in which we live. Finally, as a society we can now offer our beloved seniors true homes—loving, comfortable, laughter-filled—in which to fully live their days, homes humming with activity and community. “We have been treated wonderfully here, the staff giving us great respect and friendly courtesy.” (MorningStar at Arcadia resident) Welcome to MorningStar. Love is in the air. Contact: Angelica Galindo MorningStar at Arcadia 480.300.4700 MorningStarSeniorLiving.com PAID ADVERTISEMENT MorningStar—Called to Serve by Angelica Galindo, MorningStar Senior Living By Michelle Donati-Grayman We’ve all been there. From a rude employee to a service gone awry, bad service happens to the best of us. It’s never been easier to vent about these instances, especially given the ever-growing channels – such as Yelp, Facebook and Twitter – that are only a smartphone away. However, before you broadcast your discontent to the world, you may first want to consider its effectiveness. The Better Business Bureau is best known for its rating system. However, the agency also serves as an intermediary for complaints and business reviews – all invaluable consumer resources. Felicia Thompson, vice president of communications for the Better Business Bureau of Central, Northern and Western Arizona, agrees that social media can be a powerful tool. “It is a huge, impactful way people communicate these days,” Thompson says. “Businesses should have a social media presence to allow for two-way communication with their customers.” However, she suggests giving businesses an opportunity to right their wrong before taking it there. “Generally, businesses are good and want to take care of their customers,” Thompson says. “The right person at the company might not be aware of your experience. We encourage customers to go straight to the business before turning to our office or social media.” Joe Ducey, a reporter with ABC-15 in Phoenix, has been a consumer reporter for more than 15 years. He is responsible for “Let Joe Know,” a consumer report that airs on weekdays. Ducey receives more than 200 emails and calls each week from consumers seeking his help. The majority of issues Ducey receives involves insurance, car repairs, Internet providers and employment. He believes these issues are the most common because they affect a majority of people. The complaints Ducey receives get personal, fast – and that’s where he finds consumers go wrong. “The complaint is two pages long. It starts with past, unrelated issues and goes into a lengthy explanation of the inconvenience the issue has caused,” Ducey says. “There is anger. There are jabs at the staff.” Ducey also advises consumers against taking to social media, at least initially, to start a complaint. Rather, he suggests consumers adhere to the following steps while focusing on the issue and solution: 1. Reach out to the owner and manager directly, unless you are too angry to do so. 2. If that doesn’t work, put the complaint in writing and give the business a time period to solve the problem. 3. If that time passes, take it to the corporate level by sending a certified letter. 4. If that doesn’t work, social media can become an option. But even if you make it to the point of complaining on social media, Ducey cautions consumers to be careful when posting criticisms online. “I’ve seen cases where the business is successful in going after the consumer for negative posts,” Ducey says. “The goal should be letting other consumers know what happened to you, not take down the business any way you can. So, stick with the facts.”

Lara Broadrick Shawna Warner Rebecca Clayton Robin Orscheln