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ASCHA Conference shares the magic

May 10th, 2019

Several delegates from Points West Living and Connecting Care recently attended the 2019 ASCHA (Alberta Seniors Communities & Housing) convention and trade show. Carol Dyck, General Manager for Points West Living Stettler, attended the conference and shared some of the highlights.

Positive (magical) experiences

The theme of this year’s conference was ‘Sharing the Magic’, and opened with keynote speaker Dennis Snow, who worked for 20 years with the Walt Disney World organization. His focus now is on training organizations to deliver world-class customer service. Carol says there are parallels between Disney and the service Points West Living provides. “We believe that our most important mission at the end of the day is that residents come away feeling happy,” says Carol. “Even though sometimes it can get uncomfortable on the front lines, we need to do everything we can to ensure each resident’s experience is a positive one.”

Unscripted

“Another speaker, Jennifer Spear, spoke about ‘Unscripted’ operation to help us manage the Unpredictable, the Unexpected, and the Unavoidable,” says Carol, “to ensure that we are able to readjust our days to address residents’ unmet needs and to avoid the plagues of loneliness, helplessness and boredom.”

Networking

Of course, one of the best things about conventions is the opportunity to meet and learn from others who are working through similar challenges. “There were lots of great networking opportunities, and our group made the most of learning from other organizations’ leaders,” says Carol. “It was great to see that many of the leading edge ideas were exactly what we are working towards with the Points West Living (and Connecting Care) promotion of the Eden philosophy of care.”

Photo: Carol Dyck (front, GM, PWL Stettler) is flanked by PWL-Connecting Care leadership team members, Paul Melanson (left, Director of Finance), Elithea de Villiers (Director of Health Services), and George Rath (Chief Operating Officer). Also in attendance was Stephanie Miller (Director of Innovation and Creativity), along with GM Heidi Kane and several board members from care communities supported by Connecting Care.

More photos at Flickr: ASCHA Conference shares the magic

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