--000000000000d52b9705e9a0b9b5 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you so much for the detailed information, super helpful. We appreciate you being so proactive, I will consider this as closed out due to you actively working on the root cause. Thank you! On Mon, Sep 26, 2022 at 8:48 PM Cheryl Cartwright wrote: > Hi Keri, > > I actually did speak with the client earlier today. This is a Mavencare > client and unfortunately her mavencare caregivers are not following new > instructions to call our office or use our app despite several staff > meetings and communication letters. They continue to use the mavencare ap= p > which closed down over a week ago and is not closely monitored. We did > reach out to the caregivers directly today by phone and followed up with > the client to let her know. > > I'm sorry parts of the transition has been less than smooth but we are > working diligently to ensure these problems don't arise in the future. > > Cheryl > > On Mon., Sep. 26, 2022, 11:26 p.m. Keri Thrush, > wrote: > >> Hi, Cheryl! >> >> We received the detractor alert below. Per our conversation, sending off >> to you first to determine and pull in key stakeholders for pre-call >> planning. Please let me know if you have any questions. >> >> Thank you, >> >> On Sun, Sep 25, 2022 at 7:10 AM Medallia >> wrote: >> >>> Client Name: Eileen Newell >>> >>> CC ID: 1000000000040415 >>> >>> Primary Contact: Ligia Araujo >>> >>> PC Contact Info: ligiaa@westdaleproperties.com / +4163020922 >>> >>> Survey Delivery: Email >>> >>> >>> Division: Canada Business Unit: Toronto Tenure: Less Than 4 Weeks Actua= l >>> Customer Segment: Elephant Stated Customer Segment: Survey: SOC Survey = 1 >>> Main Score: 4 Comments: I have heard from almost all the caregivers wor= king >>> for me that they are unable to reach anyone when they try to phone in f= or >>> help or text anyone. I=E2=80=99m not sure if this is a transition issue= but if >>> something were to happen with a client, how will they be able to ask fo= r >>> assistance if no-one is available? This is a bit concerning to me and q= uite >>> frankly gives me some anxiety. Please click here to see the full survey >>> response and learn more about the client: >>> https://hca.medallia.com/hca/respInvForm.do?surveyid=3D143558 >>> >> --000000000000d52b9705e9a0b9b5 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you so much for the detailed information, super help= ful.=C2=A0 We appreciate you being so proactive, I will = consider this as closed out due to you actively working on the root cause. = Thank you! On Mon, Sep 26, 2022 at 8:48 PM Cheryl Cartwright < ccartwright@thekey.com > wrote: Hi Keri, I actually did spea= k with the client earlier today. This is a Mavencare client and unfortunate= ly her mavencare caregivers are not following new instructions to call our = office or use our app despite several staff meetings an