Exceptional Customer Service, Private Dining Room

March 5, 2007

Dear Mark

My sister and I recently had the pleasure of visiting a dear friend of ours at Brompton Heights. We were totally unprepared for the fabulous treatment we received the moment we entered the doors. The receptionist and all the staff were most exceptionally friendly and helpful staff we have ever encountered in one place, especially a nursing home.

We had planned to take our friend out to lunch, but she was afraid to go out (with her oxygen and wheelchair) as it had snowed a lot recently. Kathy, our friend's nurse, made a suggestion that we stay and have lunch in their private dining room and made arrangements for our meals and even gave us a choice of meal. When we entered the private dining room (The Williams Room), we felt like we were in a 5 star room. The room was beautiful and the table arrangement was fabulous. The moment we sat down, very friendly staff were right there for us. We were very impressed with the service and friendliness we received from all staff. They all made us feel like royalty, making our lunch very pleasant, comfortable, and most appetizing. We felt that all the staff had a very pleasant way with the way they treated our friend and ourselves, with a great sense of humor as well.

After leaving Brompton Heights we actually felt better than before we came in. This visit to Brompton Heights actually made our day!! What a marvelous staff you have. God bless them all that they will always be the the same to everyone. You have a great nursing home, that we will recommend to anyone--but it is your staff who make it that much better.

Thank you! You have enlightened us as to how a nursing home should be like. It was a true pleasure for us. Keep up the good work. Thank you for taking good care of our friend.

Yours truly
Your Canadian Friends
Sophie Shaubel & Fran Dixon

The Reinvention of Luxury Senior Living

"Even though I never thought that Brompton Heights could get better, it really did. I feel safer now with no steps and the nursing desk is so much closer. I find myself in more activities, too, because the recreation areas are centrally located."

Bob, WWII vet, double purple heart winner

The Reinvention of Luxury Senior Living

Good morning Mark,

My Aunt is a resident at Brompton and is currently staying with me for two weeks in San Diego. She arrived last evening and spoke incessantly about the new building and how wonderful it is. She also mentioned that she chatted with you for a few minutes the one day that you were on site, mentioning my name and that I worked for you a while back . . . I know she loves it there and I remain confident in my decision that she's in good hands as this was a very difficult decision for me a few years ago after my mother passed away. My sister and I have tried for years to convince her to move to CA but she's not at all interested in this option. Clearly she's comfortable and happy with her living arrangements. There are some wonderful reps working for you at Brompton that are really kind to my Aunt. I am truly grateful for their kindness!

Happy Holidays to you and your family! Best regards,
Karen Courtney

Living at Brompton Heights

"During my stay at Brompton, I have seen many changes, but what impressed me most was that the establishment was always trying to "improve" on what I considered a "good thing already in place." If there was something that could make the residents lives more comfortable or more productive, the staff was on it. Every staff member from the administrator to the housekeeping, regardless of what position they hold, have always been helpful, caring, considerate and most of all respectful to me and my needs. As I have had a total laryngectomy, you can imagine what a kind word or assistance means to me.

My room is bright and comfortable and kept very tidy. The meals at Brompton are always varied, nutritional, plentiful, and tasty. Medication is supervised by the medical nurse, so I don't have to remember when to take my medication or if I'm taking it properly. Brompton provides well-planned activities that are supervised, and there is something for everyone to enjoy. I have gone on many field trips and luncheon outings in the company of people who enjoy taking us out in the new air conditioned shuttle bus. Each day there are different scheduled activities if you wish to participate, or you are free to just sit around, relax and listen to the grand player piano in the front living room. This is particularly one of my favorite past times.

I am very content and happy that my family chose Brompton for me to call home." -Samuel, Resident since 2002

Dining Experience

"I just love it when I see spaghetti and meatballs on the menu! I used to make sauce all the time when I lived in my old home, but here in my new home the spaghetti and meatballs is the closest thing I have ever tasted to my own homemade." -Shirley, Resident since 2005

"You really gotta try the spaghetti and meatballs here! The pot roast and potatoes are wonderful, too! Oh, it is so hard to pick a favorite . . . I like so many things!" -Lucy, Resident since 2006

"I always feel like I am out to dinner with special friends when it is meal time here." -Rose, Resident since 2002

"The dining experience enables me to learn about other residents by telling stories, giving opinions, and reminiscing over a delicious meal." -Leo, Resident since 2006

Ice Cream Parlor

"I love having a place to go and treat my family to an ice cream . . . right in my own home!" -Lucy, Resident since 2006

"Who doesn't like ice cream?" -Lenny, Resident since 1998

Entertainment

"Having music and dancing brings back some great memories of when I was younger. Singing and dancing makes me feel alive again!" -Rose, Resident since 2002

"I will never say 'no' to an activity. The staff comes to my room, knocks on my door, and of course, I say 'Sure, I'll go!' Life is what you make it, so I am choosing to stay active and have fun with some new friends." -Ed, Resident since 2006

"My favorite entertainer is Lyle Stang. He is fun, gets everybody moving, and, boy, can he sing!" -Lenny, Resident since 1998

Chauffeur Transportation

"Our Chauffeur is tops. He takes us to appointments and out for a good time. He knows everyone's name, he's friendly and always has a good joke. He is terrific and we are lucky to have him." - Shirley, Resident since 2005

Fitness Programs

“The fitness programs here are lively and well-balanced.  They build up my strength, both in body and mind.” -Leo, Resident since 2006

"I always start my day off with exercise. Keeps these old bones strong and agile!" -Ed, Resident since 2006

Beautician

"It's so nice to have a beauty parlor. They do a good job on our hair and there are nice smells and visits with friends." -Fran, Resident since 2001

"Our hairdresser is the best! She is a true professional. She gets me in and out and knows just what I like to have done." -Carol, Resident since 2001

Emergency Call Bell

"One of the things my family and I looked for when we were considering a move was an emergency call bell system. We knew I wouldn't need to use it all the time, but if I ever did, we wanted to know that help was just a call bell away." -Leo, Resident since 2006