2023-09-14_joey.taylor_Care Solutions - Role Playing.docx

Role Playing – Care Solutions

Scenario 1 (Female, Age 40-55)

Care Solutions Manager: Dennis

Client: Good afternoon, My mother is currently at HSC and is expected to be released sometime next week. She had a fall and fractured her arm. She lives with me near Crescent Park and I was wondering if you service that area and what services you can provide to someone coming out of hospital.

Care Solutions (5 Talking Points):

Manitoba Home Care Program (Public help  inconsistent)

Safety and high probability of fall (first 72 hours re-occurring) ***  In conjunction with family

Specialize in Parkinson and Post-hospitalization care (make it sound like we are experts and have done these cases in past)

Empathetic (sorry to hear that) + made a connection

Sold Brian and Client Success (the in-person home visit)

Opportunity: In-hospital care (sitting)

Scenario 2 (Female, Age 75-90)

Care Solutions Manager: Taylor

Client: Hello. I am looking for someone to help me for a couple of hours per day with cleaning and cooking. I live alone in the Sunrise at Richmond Hill. And I don’t want anyone in my home for a long period of time!!!

Care Solutions (5 Talking Points):

Gage level of care (services she wanted) and focused on those services.

Reassured we staffed at Sunrise Richmond Hill before

Cleaning should not exceed 25% of our services unless it’s our only duty.

Connection on a more personal call and if you can’t break it…just lay it all out.

Scenario 3 (Male, Age 40-60)

Care Solutions Manager: Desiree

Client: My dad needs help showering and having his diaper changed. My mom is getting older and it’s getting too hard on her. We may also need help at night as my dad wakes up 3-5 times per night and he had a fall last week. What are your prices?

Care Solutions (5 Talking Points):

Probe for more information: Get the condition (open-ended questions)

Location  Get before quoting the price***

No hesitation on being able to start urgently (explain in those situations we may not have consistency)

Explaining the process: Who am I going to hear from, paperwork I will get, etc.

Opportunity: Discuss the care plan (what are you expecting and how can we measure those expectations) + value of what is provided in the assessment

Scenario 4 (Female, 20-35)

Care Solutions Manager: Karianne

Client: Hello!! I’m looking for services for my grandma in the Montreal area. She has become extremely forgetful and was recently diagnosed with early-stage Alzheimer’s. My dad is a lawyer and does not have time to make these calls so he has asked me to gather some information on the services you can provide for a client with Alzheimer’s.

Care Solutions (5 Talking Points):

Spoke about caregivers  Vetted, bonded, and insured (as well as caregiver qualifications) and specialized in dementia care

Explained the important of consistency and the bond between caregiver and client

Transparency: Looking for right fit + not 100% on having an Italian speaking caregiver

Saying we will follow up and send an email with our information

Opportunity: More open-ended questions (client should be talking 60-70% of time)…more they talk less likely they are to a call a competitor + find a solution

Scenario 5 (Male, Age Unknown)

Care Solutions Manager: Everyone

Client: Good Morning, My name is John. What is your name? Nice to meet you. Can you tell me a bit about your services and prices? Do you offer any funding or support to your clients?

Care Solutions (5 Talking Points):