We really value everyone's business and certainly would love to care for
Doreen again should the chance arise so perhaps I could reach out and offer
a credit on the one day we know we let him down. This also brings the
conversation back to the local office where I think he will be more
reasonable and not try and take advantage of what he now sees as a large
company. That said, if you feel the communication should come from you then
I totally understand.
-C
On Tue, Nov 1, 2022 at 3:51 PM Keri Thrush <kthrush@thekey.com> wrote:
> Thank you, Cheryl! I really appreciate the details. As mentioned, we
> support you and the team 100% on what you feel is appropriate. To close the
> loop, how would you like to proceed and who do you feel should communicate?
>
> On Tue, Nov 1, 2022 at 11:44 AM Cheryl Cartwright <ccartwright@thekey.com>
> wrote:
>
>> Hi Keri,
>>
>> We started care in an emergency situation for him and were not only super
>> responsive but also all the caregivers except one were a good match. We
>> literally only had care for a week and never even had a chance to get a
>> rhythm going. They really liked Diane who worked almost every shift and
>> have said to us how happy they were with our care.
>>
>> He hasn't been happy at all with the facility Doreen is in either and I
>> honestly feel that no one will be able to make him happy until the stress
>> of this situation is resolved. I really don't believe any amount should be
>> discounted aside from maybe that very first shift where he was unhappy with
>> the caregiver but again, it was a last minute and emergency start.
>>
>> Just my thoughts,
>>
>> Cheryl
>>
>> On Tue., Nov. 1, 2022, 3:24 p.m. Keri Thrush, <kthrush@thekey.com> wrote:
>>
>>> Hi, Cheryl.
>>>
>>> No need to apologize! Just to confirm, I was hoping to receive
>>> information on the details provided below...
>>>
>>>
>>> - Lastly, this morning I received the email below from Robert. We
>>> support the team on your decision making for this. Please let me know how
>>> you would like to proceed.
>>> - Hello Keri
>>>
>>> Thank you for your follow-up email. I am open to provide any
>>> additional feedback if you feel it would be helpful in improving your
>>> business model, procedures and training.
>>>
>>> As my wife was witness to our call, we had a further discussion
>>> regarding the caliber of support we were provided and the costs incurred.
>>> Obviously we are not refusing to pay your fees. However as we have incurred
>>> considerable costs in getting the caliber of support we felt Mrs Lowbridge
>>> urgently required, it would be helpful if you could have someone review the
>>> attached invoices and see if anything can be done.
>>>
>>>
>>> On Mon, Oct 31, 2022 at 3:02 PM Cheryl Cartwright <
>>> ccartwright@thekey.com> wrote:
>>>
>>>> Hi Keri,
>>>>
>>>> This client is still on hold. She is being assessed for cognitive
>>>> ability and we are not currently providing care as this assessment is being
>>>> done as an inpatient. Sorry, I thought Robert had communicated that or I
>>>> would have emailed sooner.
>>>>
>>>> Best regards,
>>>>
>>>> Cheryl
>>>>
>>>> On Mon., Oct. 31, 2022, 6:07 p.m. Keri Thrush, <kthrush@thekey.com>
>>>> wrote:
>>>>
>>>>> Hi, Cheryl!
>>>>>
>>>>> Happy Monday :)... Just following up on this.
>>>>>
>>>>> On Wed, Oct 26, 2022 at 10:06 AM Keri Thrush <kthrush@thekey.com>
>>>>> wrote:
>>>>>
>>>>>> Hi, all!
>>>>>>
>>>>>> I was able to speak with Robert yesterday and the details of our call
>>>>>> are below...
>>>>>>
>>>>>> - He did mention the quick turnaround and how appreciative he
>>>>>> was/is. Also mentioned that putting together a care plan in a small time
>>>>>> frame is difficult. GREAT WORK!!!
>>>>>> - His biggest concerns mentioned were around the caregivers lack
>>>>>> of experience, vetting, and their training - especially with Mrs.
>>>>>> Lowbridge's dementia
>>>>>> - Lola - lack of expertise
>>>>>> - Diana - expertise
>>>>>> - she had composure, method to consistency, and would
>>>>>> modify her approaches if/when needed
>>>>>> - He mentioned that he feels there could have been more
>>>>>> communication on dementia and how we can help
>>>>>> - His decision to go with Memory & Co was due to the ratio of 5:1
>>>>>> with the additional dementia experienced staff for response and nurses
>>>>>> - I did highlight Dr. Shadi Gholizadeh's dementia training as a
>>>>>> potential resource for the local team to partner with if services are to
>>>>>> restart and offered an introduction to her if he would like any additional
>>>>>> resources as he is learning through this. Including Shadi just for
>>>>>> visibility.
>>>>>> - Lastly, this morning I received the email below from Robert. We
>>>>>> support the team on your decision making for this. Please let me know how
>>>>>> you would like to proceed.
>>>>>> - Hello Keri
>>>>>>
>>>>>> Thank you for your follow-up email. I am open to provide any
>>>>>> additional feedback if you feel it would be helpful in improving your
>>>>>> business model, procedures and training.
>>>>>>
>>>>>> As my wife was witness to our call, we had a further
>>>>>> discussion regarding the caliber of support we were provided and the costs
>>>>>> incurred. Obviously we are not refusing to pay your fees. However as we
>>>>>> have incurred considerable costs in getting the caliber of support we felt
>>>>>> Mrs Lowbridge urgently required, it would be helpful if you could have
>>>>>> someone review the attached invoices and see if anything can be done.
>>>>>>
>>>>>> Please let me know if you have any questions and/or would like to
>>>>>> discuss further.
>>>>>>
>>>>>> Thank you!!
>>>>>>
>>>>>> On Tue, Oct 18, 2022 at 10:45 PM Keri Thrush <kthrush@thekey.com>
>>>>>> wrote:
>>>>>>
>>>>>>> Thank you so much, Cherly! Very helpful information.
>>>>>>>
>>>>>>> Robert did respond and my call is scheduled for this coming Monday
>>>>>>> morning. I will ensure to keep everyone updated on the details.
>>>>>>>
>>>>>>> On Mon, Oct 17, 2022 at 4:56 PM Cheryl Cartwright <
>>>>>>> ccartwright@thekey.com> wrote:
>>>>>>>
>>>>>>>> Hi Keri,
>>>>>>>>
>>>>>>>> We actually spoke about this client in our morning meeting today.
>>>>>>>> Robert is a friend of Doreen's and started care very last minute in an
>>>>>>>> emergency state. We did explain that we would be able to put a more
>>>>>>>> permanent team in place in the coming days but that due to the sudden
>>>>>>>> nature of his start we had only a few caregivers available albeit not the
>>>>>>>> perfect fit for Doreen. Robert is certainly very stressed and we have been
>>>>>>>> given the impression that his expectations were that all his problems would
>>>>>>>> go away the second we started care. In our meeting today it was discussed
>>>>>>>> with our Client Success Managers the importance of managing expectations
>>>>>>>> and also working diligently to ensure we do get a permanent team in place
>>>>>>>> as soon as possible. We have every confidence things will settle down and
>>>>>>>> with the right team he will see how amazing HCA can be. We won't let this
>>>>>>>> client down, we just needed a few days to get things going for him.
>>>>>>>>
>>>>>>>> Please let me know if he offers anything else that I can address or
>>>>>>>> if you want me to reach out personally.
>>>>>>>>
>>>>>>>> Cheryl
>>>>>>>>
>>>>>>>> On Mon, Oct 17, 2022 at 5:23 PM Keri Thrush <kthrush@thekey.com>
>>>>>>>> wrote:
>>>>>>>>
>>>>>>>>> Hi, Cheryl!
>>>>>>>>>
>>>>>>>>> Passing off to initiate next steps of pulling in stakeholders.
>>>>>>>>>
>>>>>>>>> Thank you,
>>>>>>>>>
>>>>>>>>> On Mon, Oct 17, 2022 at 7:57 AM Medallia <noreply@app.medallia.com>
>>>>>>>>> wrote:
>>>>>>>>>
>>>>>>>>>> Client Name: Doreen Lowbridge
>>>>>>>>>>
>>>>>>>>>> CC ID: 1000000000042782
>>>>>>>>>>
>>>>>>>>>> Primary Contact: Robert Munton
>>>>>>>>>>
>>>>>>>>>> PC Contact Info: robertmunton@bell.net / +2892424224
>>>>>>>>>>
>>>>>>>>>> Survey Delivery: Email
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> Division: Canada Business Unit: Toronto Tenure: Less Than 4 Weeks
>>>>>>>>>> Actual Customer Segment: Elephant Stated Customer Segment: Elephant Survey:
>>>>>>>>>> SOC Survey 1 Main Score: 5 Comments: Dianne is very competent, friendly but
>>>>>>>>>> still unable to get Doreen to comply, Hygiene is still a very serious issue
>>>>>>>>>> with Doreen who has a UTI - now no shower or sponge bath since Sept 28th
>>>>>>>>>> Ola was very quiet & we question her experience. She was unable to get
>>>>>>>>>> Doreen to comply. Ola interrupted a phone call with me which angered Doreen
>>>>>>>>>> Inconsistent PSW supply with “no shows” and we were promised experienced
>>>>>>>>>> attendees with cognitive assist training Please click here to see the full
>>>>>>>>>> survey response and learn more about the client:
>>>>>>>>>> https://hca.medallia.com/hca/respInvForm.do?surveyid=151881
>>>>>>>>>>
>>>>>>>>>
>>>>>>>>
>>>>>>>> --
>>>>>>>> *Cheryl Cartwright*
>>>>>>>> *Regional, Client Success, Canada *
>>>>>>>> Home Care Assistance
>>>>>>>> Office: 416-488-8777 <4164888777>
>>>>>>>> Toronto, ON (EST)
>>>>>>>> torontohomecareassistance.ca
>>>>>>>> <https://www.torontohomecareassistance.ca/>
>>>>>>>> ---
>>>>>>>> Read Our Testimonials <https://homecareassistance.com/reviews>
>>>>>>>> Join Our Newsletter
>>>>>>>> <https://homecareassistance.com/healthy-longevity-newsletter>
>>>>>>>> We Are Hiring! <https://homecareassistance.com/careers>
>>>>>>>> <https://homecareassistance.com/>
>>>>>>>> Champions of Longevity
>>>>>>>> ccartwright@homecareassistance.com
>>>>>>>>
>>>>>>>
--
*Cheryl Cartwright*
*Regional, Client Success, Canada *
Home Care Assistance
Office: 416-488-8777 <4164888777>
Toronto, ON (EST)
torontohomecareassistance.ca <https://www.torontohomecareassistance.ca/>
---
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