Success Stories

Qualicare Health Services owns and operates four nursing homes in Alberta, and we pride ourselves on being methodical and thoughtful in our approach to everything we do, from providing a great service for seniors to how we manage our partnerships. We have been part of the CPS program for 18 years and our longstanding relationship has been great.

In my experience, our Account Manager Jaclyn Folkinga is passionate, professional, and keen. Always reliable and quick to respond to our requests, she has provided us with helpful resources, ideas, and insights. I have many examples where she has really come through for us such as assisting us with a food waste audit which resulted in discovering many small but significant changes such as better aligning our coffee program with consumption thereby reducing our coffee waste. During the COVID-19 pandemic she was instrumental in helping us source some very difficult-to-find items (such as gloves, masks, and food supplements) and would provide us with solutions before we even knew we needed them. She is also excellent at keeping our distributors accountable which is invaluable.

Jaclyn and CPS has helped us to save costs and provide better products for our residents and staff…no matter what, we know we have a partner that we can count on to always deliver.

Blair Halliday
Chief Operating Officer
Qualicare Health Services
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When I started my role as administrator there was a lot to review and consider; one of them was our group purchasing partner. I had been contacted by Patricia Sylvain, Business Development Manager, who did an excellent job in building my trust and walking me through the ‘COMPLETE’ program offering. I must say that since joining, everything has lived up to Pat’s promise; I often refer to my Account Manager (Sonia James) as my “dial-a-friend.” Sonia has been an excellent support and resource, in fact, our management staff will also reach out to her directly when needed.

There have been many circumstances where Sonia has helped us to save costs, improve processes, and source products. Her operational knowledge and insights have provided many ingenious and easy-to-implement solutions which has alleviated unnecessary work for our staff so they can spend more time focusing on what matters most, our residents. In addition, their education program is exceptional, we have attended many of their live events, continually take advantage of their webcasts, and their in-service videos have been a great way to engage our frontline and management staff.

Working in this industry is more than a job, it’s a career. It’s important to hold true to your values and work with people who share the same passion which has been my experience with ‘COMPLETE’.

Jennifer George
Administrator
Royal Terrace
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Riverstone Retirement Communities has been a COMPLETE member for over 10 years and through the years, Complete Purchasing Services (CPS) and our dedicated Account Manager, Tammy Armstrong, have always been there for us.

Personally, CPS and Tammy have been an integral part of my career. My first interaction with Tammy Armstrong was in 2010, as a new General Manager of an 18 story, 200-suite retirement community. The community was experiencing significant challenges within its dining services, and I gathered a team together to develop a plan to address these challenges. However, before we could implement our corrective action plan, we experienced a critical roadblock. If it had not been for our CPS Account Manager, we would not have been able to put our plan into action. Tammy was there to offer her support and assistance. Honestly, Tammy saved my life, and no words can express how much I appreciate her for being there for me during my time of greatest need.

Since that first interaction in 2010, there have been many situations where I've picked up the phone and reached out to Tammy for assistance. Whether it is to source the right products and services for our communities, or to train new managers on the eCPS Purchasing ordering system, I can always call on Tammy. Let’s just say, Tammy Armstrong is on my speed dial list.

Recently, someone asked me "why do you need CPS?". To this question, my response was immediate.

"As a constantly evolving and expanding organization with 1200 suites, 800 employees, and 9 operating homes, who deals with the highs and lows of day-to-day operations, you need a trusted partner you can depend on at all times. For me personally and for Riverstone Retirement Communities, Complete Purchasing Services is that partner. CPS, through Tammy Armstrong, has consistently demonstrated that they have our and our residents’ best interest at heart."

Arta Shala
Regional Director of Operations
Riverstone Retirement Communities
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At the camp I am at currently, we have been members of Complete Purchasing for 25 years (we joined in 1997). I also worked with ‘COMPLETE’ in my previous position at another camp for several years.

My experience with the program has been nothing but positive. As members of ‘COMPLETE’, we receive special pricing from companies with essential products that we use every day such as our food, housekeeping supplies, office supplies, and maintenance supplies, and hardware.

The team at ‘COMPLETE’ are always so helpful and friendly; they make sure you are getting “Best Value” pricing and have gone to bat for us when we have not. The staff also are very patient and helpful with making the most of the program, providing training and answering questions regarding the ordering system. You have nothing to lose and lots to gain in a membership with Complete Purchasing.

Charity Trites
Director of Finance & Administration
Camp Caroline
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Being on the same team means that everyone is working towards a shared goal. This has been our experience with Complete Purchasing Services (CPS) and our Account Manager, Mark Yana. I believe that we share an interest in creating positive outcomes for our residents and staff, and this was greatly exemplified during the height of the COVID-19 pandemic.

First and foremost the reassurance that Mark’s support was there if/when we needed it provided a great deal of relief. For example, we were in the midst of switching to a CPS chemical supplier when the pandemic started, which left us vulnerable as proper disinfecting is essential to help mitigate the spread of infection. We relied on Mark to act as a liaison and he ensured that we were able to get the disinfectant stock. As a result we were able to successfully carry out the disinfecting protocols as we had the needed product. Furthermore, Mark was able to help us source other essential items that were in high demand (and at a reasonable price point) such as touchless thermometers.

Additionally, what was happening during that time with the supply chain could have been more stressful as prices fluctuated and many items were temporarily unavailable. However we were able to prepare and make informed decisions and adjustments through the frequent and ongoing communications CPS provided. The member bulletins have been a terrific resource for information.

Our partnership with Complete Purchasing Services and our Account Manager is invaluable, and it feels like Mark is a part of our team. Investing time to develop the relationship with your CPS Account Manager can pay in dividends and can bring an enormous amount of support and peace-of-mind when times are tough and you need it most.

Dawna Coslovi
Chief Executive Officer
Green Acres Foundation
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The COVID-19 pandemic has been devastating for the senior care industry, and unfortunately some operators may have been unprepared. The expression “prepare for the worst, and hope for the best” would best describe our engagement with Complete Purchasing Services (CPS) during this time. While we have been fortunate enough not to have an outbreak, the pressure of preparation is an added stress that I am sure many other operators can relate to, and was greatly alleviated by our dedicated CPS Account Manager, Tammy Armstrong.

One of the first areas of concern during the pandemic was the supply chain. With so many unknowns, the information Tammy provided to us was helpful, timely, and updated frequently as things continued to evolve. In addition, Tammy went over-and above to ensure that our pain points were being addressed. For example, Tammy had recommended that we use TV trays to help with social distancing through resident room dining, and had also given us the idea to post a message on Facebook to the local community that we were looking for donations. We received so many from the community (who were also looking for ways to get involved) that we didn’t have to purchase a single one!

Another example I would like to share is very personal but nonetheless important. I had been living at one of our locations during the pandemic and was concerned about my wife’s ability to get groceries at home. Tammy reached out to our distributor representative and helped us arrange for her to get groceries if needed. This alleviated a tremendous amount of stress and helped me continue to focus my attention on ensuing our residents and staff were looked after.

Complete Purchasing Services helped me when I needed it most. I feel much more confident and prepared thanks to Tammy; I know she and the CPS team will always have my back, and that’s money in the bank. My recommendation to other operators is to remember what is most important and align yourself with others that will support you…there is true value in that.

Dean Rushlow
Owner
Heritage Group Retirement Homes
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V!VA Retirement Communities has been a CPS member for over ten years. Michelle Chisholm, Director of Operations, shares V!VA’s core values and purpose and how these are aligned with CPS’ core values and its mission of “delivering experiences that enrich and nourish lives”.

Michelle Chisholm
Director of Operations
V!VA Retirement Communities
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Wondering how you can reward your team members? Invite them to a COMPLETE Education conference. Learn what V!VA team members have to say about their experience at COMPLETE Education events.

Michelle Chisholm & V!VA team members
V!VA Retirement Communities
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We have been a part of the Complete Purchasing program since 2013 and I have been taking advantage of their online education program the entire time. It has been a fabulous tool for management meetings, front-line staff meetings, or in creating my own presentations to staff. By having access to high quality and relevant topics, it has helped me to save a lot of time on doing my own research. It has simplified things and enabled me to achieve our department’s goal of having monthly educational sessions.

I would highly recommend to check out the education that Complete Purchasing Services has available on eCPS. There are a wide variety of topics that you can access on-demand when it’s most convenient for you.

Lianne Boudreau Maltais, B.Sc. PDt
Director of Nutrition Services/Dietitian
Villa Acadienne
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Wynn Park Villa, a family-owned senior care community located in Truro Nova Scotia, believes in the importance of lifelong learning and professional development for its team members.

Sheila Peck, Administrator, best describes this belief in her statement “Our staff are our greatest asset.”

The management team at Wynn Park Villa demonstrates their commitment to their employees by offering extensive training and educational opportunities.

Watch the video and learn how and why Cassie Blois, HR manager, implemented eCPS Instructor.

Sheila Peck
Administrator

Cassie Blois
Human Resources Manager
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Caroline Wolfe Stewart, Vice President of Operations - Berkeley Holdings Ltd., shared her experience with Complete Purchasing Services, specifically the technological resources, operational tools, and support provided by the COMPLETE team.

When the Berkeley decided to implement eCPS Inventory they enhanced their WIFI connectivity and provided the dining operations team with mobile devices. Chef Jody Pooley expressed her view on why using a mobile device for inventory is the right approach to achieve greater efficiency and productivity.

Watch the video to learn more about why Caroline considers Complete Purchasing Services as a strategic partner to the Berkeley.

Caroline Wolfe Stewart
Vice President of Operations
The Berkeley Holdings Ltd.

Jody Pooley
Chef
The Berkeley Dartmouth
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