--000000000000ad991905e69d3077 Content-Type: text/plain; charset="UTF-8" Thank you for the information, Cathy, greatly appreciated! I got access to Clear Care for your location today and when going into Gayle's profile, I'm unsure how to contact her. Is this the correct number 604-731-2941 (w)? On Fri, Aug 19, 2022 at 10:53 AM Cathy Feniuk wrote: > Hello all, > > I had the pleasure of visiting Ms. Mitchell at her home Amica Arbutus) on > July 26, 2022. Her son also was present. > Based on that visit, I was not made aware of any concerns she or the > family may have had. They seemed pleased with the service overall. > I am aware that the previous Case manager, Shiella Brocal, had also > visited the client, to review the care plan and services. > > I am uclear why Ms. Mitchell may have scored us as she did, but am happy > to follow up further if required. > > Best regards, > > Cathy Feniuk, LPN > Case Manager, > Home Care Assistance > 1861 Marine Drive, > West Vancouver, BC V7V 1J7 > > T 778-279-3634 > E cathy.feniuk@homecareassistance.com > www.homecareassistancevancouver.ca > > > On Thu, Aug 18, 2022 at 9:25 AM Sharon Speirs wrote: > >> Forwarding this to Cathy as she never received the email from you Tim >> which is odd >> Sharon >> >> ---------- Forwarded message --------- >> From: Carolina Orosa >> Date: Thu, Aug 18, 2022 at 9:17 AM >> Subject: Fwd: Detractor Alert: Gayle Mitchell | 1000000000016014 >> To: Sharon Speirs >> >> >> >> >> ---------- Forwarded message --------- >> From: Timothy Thomas >> Date: Thu, Aug 18, 2022 at 6:37 AM >> Subject: Re: Detractor Alert: Gayle Mitchell | 1000000000016014 >> To: Keri Thrush >> Cc: Cathy Feniuk , Carolina Orosa > corosa@thekey.com>, Angie Markwell , Aileen >> Ruffin , Cheryl Cartwright > ccartwright@homecareassistance.com> >> >> >> Cathy, can you please provide some context on this client and why you >> believe they provided a score of 5 on our feedback survey? >> >> On Wed, Aug 17, 2022 at 1:51 PM Keri Thrush wrote: >> >>> Hi, team! >>> >>> >>> Hope everyone is doing well. As you are aware, our Service Quality >>> department will take the lead on responding to all client detractor >>> Medallia surveys. As part of our pre-planning, requesting for any context >>> or background information about client Gayle Mitchell (survey information >>> below). We plan to reach out to speak to Gayle via phone and attempt to >>> gather more information so that we as a team can determine how to turn >>> their experience around, partnering with your operations. >>> >>> ---------- Forwarded message --------- >>> From: Medallia >>> Date: Wed, Aug 17, 2022 at 9:05 AM >>> Subject: Detractor Alert: Gayle Mitchell | 1000000000016014 >>> To: HCA , HCA , HCA >> aruffin@thekey.com>, HCA >>> >>> >>> Client Name: Gayle Mitchell >>> >>> >>> CC ID: 1000000000016014 >>> >>> Primary Contact: Gayle Mitchell >>> >>> PC Contact Info: gbmitchell@telus.net / >>> >>> Survey Delivery: Email >>> >>> >>> Division: Canada >>> >>> Business Uni