A caregiver and a senior resident in mid-conversation, near a sunlit window. Documentary, warm available light.

Customer story · Trilogy Health Services · 2015–2026

Here’s why Trilogy employees had to stop saying “I didn’t know.”

When Trilogy connected its frontline workforce with RedeApp a decade ago, the result was employee satisfaction. In 2026, it’s something bigger: a margin-defense system for the entire RIDEA-structured SHOP portfolio inside American Healthcare REIT.

trilogy logo

Serving and caring for thousands of assisted-living residents is still the mission of Trilogy’s workforce. Chefs, cooks, facility managers, PRNs, and CNAs — the people who deliver the care — still don’t sit at desks and still don’t have company email.

And it always will be.

What changed is the financial context. In 2024, Trilogy became a wholly-owned operating platform of American Healthcare REIT — a RIDEA-structured Senior Housing Operating Portfolio.

Every dollar of margin now flows directly to real-estate valuation. Frontline communication stopped being a soft HR initiative a long time ago. It became a line item.

Trilogy × RedeApp · April 2026

A decade in, the numbers do the talking.

18,860
Connected employees across the portfolio
RedeApp network telemetry · April 2026
155
Campuses operating on one communication layer
134M+
All-time messages read by the frontline
2.4M
Messages read in a single 30-day window (April 2026)
More than any other operator on the RedeApp network

It’s 2026 now. The industry has a few…

Challenges.

37% of senior-housing investors named employee turnover the single greatest risk to portfolio valuation in 2026. It’s not demand that’s broken — it’s conversion. All three threats below share a single root cause: the frontline workforce cannot be reached, measured, or governed through tools built for desk workers. Trilogy solved this first.

01 · Agency labor dependency

Agency staff cost 50–60% more per hour than direct employees. 1-star CMS facilities relied on 8.5% contract labor in 2024 vs. 4.4% at 5-star facilities. Every unfilled shift is a margin transfer from operator to staffing firm.
02 · Turnover as profit killer

Replacement cost: $3,500–$5,000 per lost employee. Nurse replacement tops $61,000. A 10% turnover reduction across a 1,500-employee operator equals $4.4M in annual savings.
03 · Refinancing & governance risk

Lenders entering the 2027–2028 maturity wave now demand investor-grade operational data every 90 days. Operators on manual spreadsheets face higher spreads, tighter covenants, or outright denial.
The common root cause

None of these are independent fires. They’re the same fire seen from three angles — a frontline workforce that can’t be reached at scale, can’t be measured at the campus level, and can’t be governed at the portfolio level. Fix the reach problem and the other two compress.

A senior-living caregiver in a moment of connection with a resident — the work the operating loop is built to protect.

Solution.

The original deployment was a communication channel. Ten years and 134M+ messages later, it’s a four-stage operating loop where every stage is mapped to a KPI the American Healthcare REIT board actually tracks.

Transparency + Accessibility — every employee, every campus, reachable in real time on the device they already carry.
Engagement + Satisfaction — the daily-use signal that says the frontline isn’t just receiving communication, it’s acting on it.
Retention + Productivity — the lagging metric where margin actually lives.
NOI + Valuation — the line item that reports quarterly to public-market investors.

What it now powers at Trilogy: change management; safety & compliance; training & learning delivery; benefit enrollment at the frontline; shift coverage & overtime optimization; data flow between people and systems; employee recognition at scale; automation of manual HR tasks; supervisor & campus accountability; workforce development & career pathing.

Outcomes created by…

Participation.

Trilogy sent 2.39 million notifications in the last 30 days alone — more than any other operator on the RedeApp network. That isn’t just message volume; it’s the digital signature of an active, engaged corporate management layer. For American Healthcare REIT, it’s the governance proxy lenders and S&P analysts ask for every quarter. For frontline staff, it’s the reason they no longer have to say “I didn’t know.”

19,535 employees

Every frontline employee, every campus — chefs, cooks, facility managers, PRNs, CNAs. None of them sit at desks. None of them have company email. All of them are reachable.
96.5% adoption

Industry research benchmarks long-term-care frontline tooling adoption at roughly 50%. Trilogy operates at nearly twice that — and has for years.
88.3% monthly active

16,651 monthly active users. The platform is not a quarterly broadcast surface — it’s a daily operating system for the people who deliver resident care.
66.4% 30-day read rate

1.62M messages read in 30 days. Back in 2015 the number was 1.2 million messages read, ever. In April 2026, Trilogy does more than that in a single month.

155 campuses, four tiers of operational health.

Adoption tells you the platform is live. Campus-level variance is what defends margin. The view below is the quarterly snapshot Trilogy’s operations team uses in reviews with American Healthcare REIT asset managers.

Tier	Campuses	Avg. read rate	What it signals
Critical · < 35% read	17	22.8%	Supervisor cadence broken; agency-labor risk; HPRD leak
Coaching · 35–50% read	19	43.1%	Targeted operational intervention
Healthy · 50–65% read	66	58.7%	Industry-benchmark operational performance
High-performance · ≥ 65% read	53	71.5%	Tier where margin lives — HPRD protected, agency spend minimized

And here’s what a workforce that participates is…

Worth.

The economic case for the Frontline Operating System lands differently depending on who owns the asset. Below: the three capital structures represented in every senior-living portfolio conversation, and the Trilogy evidence that anchors each.

REIT / SHOP

KPI anchor: NOI margin stability; same-store revenue growth; operator expertise & lease-coverage ratios. Trilogy evidence: 2.39M notifications in 30 days signals an active, governable SHOP portfolio — the exact signal RIDEA investors need to defend valuation at today’s compressed 6.2% cap rates. Examples in market: Ventas, Welltower, American Healthcare REIT.
Private equity

KPI anchor: Adjusted EBITDA multiples (8–15x); turnover cost reduction; scalability at exit. Trilogy evidence: A 10% turnover reduction across a 1,500-employee operator equals $4.4M annual savings. Applied at 12x EBITDA, that’s $52.8M of incremental enterprise value at exit. Examples in market: Atlas, CRH Healthcare, Iris Memory Care.
Owner-operator

KPI anchor: HPRD (hours per resident day); occupancy & absorption; sales conversion; resident LTV. Trilogy evidence: 155 campuses operating on one communication layer with campus-level read rates — direct line of sight into which communities protect HPRD and which leak into agency spend. Examples in market: Otterbein, Kintura, Legend, MyPath.
The cost of no action

In a market where labor exceeds 40% of revenue, staying on word-of-mouth communication isn’t a neutral choice. It’s a structural transfer of margin to agency staffing firms, lower CMS star ratings, and wider refinancing spreads on $24B of upcoming senior-housing debt maturities. The cost of no action is not zero.

dennis kroese — Dennis Kroese

Program Manager - HRIS and Internal Comms · Trilogy Health Services

Here’s why Trilogy employees had to stop saying “I didn’t know.”

A decade in, the numbers do the talking.

Challenges.

01 · Agency labor dependency

02 · Turnover as profit killer

03 · Refinancing & governance risk

The common root cause

Solution.

Participation.

19,535 employees

96.5% adoption

88.3% monthly active

66.4% 30-day read rate

155 campuses, four tiers of operational health.

Worth.

REIT / SHOP

Private equity

Owner-operator

The cost of no action

Solve digital abandonment. Deploy the Frontline OS.