IMG Stories

Everyday Tells A New Story at IMG. Check out STORIES on our website to learn more about what's happening at IMG. We love our tales of employees who went the extra mile. Join us for stories of the past, such as events that brought joy or inspiration to our Residents, New Chapters and stories about present-day acts of kindness and people who pay it forward. If it's happening at IMG, you will read about it here, because we put our Residents First!

IMG May Customer Service Superstar | Tammi Haak

IMG is proud to announce Tammi Haak from Urbandale Health Care Center as our May 2019 Customer Service Superstar!

In the last month, Tammi Haak has gone above and beyond to assist residents in providing transportation to/from various appointments and important family gatherings for multiple residents. The first example was when a nurse came asking about a resident who needed a ride to a late evening sleep study appointment. Normal transportation services do not operate that late, and the resident was in need of getting to this appointment that had opened up due to a cancelation. Tammi was notified of the need around 4:30PM that afternoon, and willingly offered to take the resident late that evening so he could make it to the appointment that had opened up at the last minute. She gave up her evening to work late after working a full day already. She also offered to get up extra early and begin her day the following day very early as he needed a ride back from his appointment around 6:30AM.

The next example of Tammi going above and beyond is related to a new admission to our short-term skilled unit. We had a young man (under 40 years old) admitted to our short-term rehab for therapy and strengthening. This resident received news that his father had also had a change in health status and was facing some significant challenges as well. The resident’s father was a little over an hour away. The only way our resident would be able to travel to see his father was via a large capacity wheelchair bus or vehicle.

 

So only a few short days after the resident admitted, Tammi offered to drive him down to see his father. The resident was able to see his father and returned safely to the facility. After returning to the facility that evening, the family received news that the resident’s father taken a significant turn for the worse and, had gone on hospice care and was not expected to make it much more than another 24-36 hours. The Resident really wanted to see his father one more time, so the day following the first trip to see his Dad, Tammi drove the resident to see his Dad a second time, knowing this might be the resident’s last opportunity to see his Dad.

The resident was not only able to see his Dad before he passed, but he was able to hold his Dad’s hand and be with his Dad and extended family when his Dad took his last breaths here on Earth. Tammi and the resident got back late that night, around 9-10PM or so. This is an opportunity that the resident could never have gotten back, and the timing and urgency was critical in this situation. Tammi drove the resident over an hour each way, 2 days back to back, so he could have these last critical moments with his Dad. The family had looked into other transportation options, but none of them were able to accommodate the resident’s needs.

Tammi also offered to drive the resident down to the Visitation service and the Funeral for his Dad, which was another 2 trips, back and forth each way, totaling 4 hours of driving and many more hours of her time which happened to take place during weekend hours. She gave up her personal time on the weekend during hours she would have normally been off to make sure the resident could attend his Dad’s services.

This gave the resident opportunities to be with family during important events he most likely would have missed without Tammi’s willingness to rearrange her schedule to accommodate these events out of her control. Events that required four, hour-long, round-trips in less than one week. She sacrificed evening and weekend time with her family, so this resident would have an unforgettable time and memories with his Father during his last hours, and family during services for his Father.

Tammi definitely put our residents first in these circumstances and went above and beyond to provide exceptional customer service. Thank you, Tammi, for being an excellent example of Residents First!





IMG April Customer Service Superstar | Bobbi Moore

 

Congratulations to Bobbi Moore from Eagle Point Health Care!  You are the IMG April Customer Service Superstar!

Bobbi Moore has been part of the fabric of our Care Center for almost 30 years! She is a CNA/CMA and always steps in where she is needed.  She is an advocate for her Residents and is always making sure that if they express a concern; she helps to resolve it.  She shows great care and compassion for one of the most vulnerable populations that exist.  You can find her quietly speaking to a Resident when they are upset or feeling lonely and in contrast, she can be the center of a boisterous laughing session!

She does not consider herself an employee.  She is a Caregiver.  She was nominated by several of her co-workers along with Management Staff to be recognized as a leader this month.

Most recently she was on duty in our beautiful new Skilled Care Unit and a family requested a tour late in the evening.  She immediately volunteered and shared our services and benefits of skilled nursing.

Who better to promote our Facility of Excellence than one of our very own “Superstars”!  When they arrived in their room the next day, Bobbi was there to greet them.

Thank you, Bobbi, for your years of dedicated service to others and being a Difference Maker.           





IMG March Customer Service Superstar | Kelly Bortkewicz

Congratulations to Kelly Bortkewicz from Cloverleaf Healthcare!  Kelly is our IMG Customer Service Superstar for March!

Kelly Bortkewicz has been nominated as our Customer Service Superstar. We all know how much our residents love to participate in everything that they can, sometimes their mobility can hinder them from certain activities. Kelly changed that for them the other day by buying all of the residents on her hall a pair of socks. A pair of socks you say? YES! Kelly also asked Cloverleaf to participate in an IMGiving fundraiser. On March 21, 2019 Cloverleaf wore crazy socks and paid $1.00 to raise money for Down Syndrome Indiana. Kelly bought crazy socks for her residents on her hall so that they could be a part of the IMGiving campaign.





IMG February Customer Service Superstar | Tammy King

We are proud to announce Tammy King from Woodland Manor as IMG's February Customer Service Superstar!  

Tammy knows that good Customer Service is not just for the Residents, but applies to their families and her co-workers as well.  When several of the department heads all left without proper notice, Tammy knew that there were a lot of things that may not have been done.  She made a list of the supplies that the facility would most likely need that week and rallied other employees to keep an eye out and add to the list.  She noticed that the facility was not going to have enough wipes to get through until the delivery arrived, so she went to the store and purchased the needed item.  She continued to monitor the supply levels and made sure that the staff and Residents had what was needed to do their job.





IMG January Customer Service Superstar | Amanda Totten

Congratulations to CNA Amanda Totten from Paris Health Care Center!  We are proud to award you the IMG January Customer Service Superstar award!

Amanda Totten, CNA, at Paris Healthcare Center, is always there with a helping hand.  No matter what it is that needs done, when she is doing it, Amanda is doing it with a smile!

The residents love her and her witty sense of humor. The staff appreciate her and know they can count on Amanda if ever needed.