--0000000000003ae93206008530eb Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable This is helpful, thank you Cheryl! On Fri, Jul 14, 2023 at 12:03 PM Cheryl Cartwright wrote: > Hi Aileen, > > Thank you for your email. Shawntel, who is the CSM in Calgary speaks to > Mr. Winnick regularly. We were aware of the concerns and have done some > coaching with the caregiver. In this case it wasn=E2=80=99t a matter of h= er now > being capable so much as allowing the client to take the lead which the > family does not want. Her first shift after the coaching is today and we > have a follow up call with Mr.Winnick to see how things went later today. > > He is very happy with to our services and attentiveness. The score was a > reflection of caregiver initiative. > > Hope this helps, > > Cheryl > > On Thu, Jul 13, 2023 at 2:41 PM Aileen Ruffin wrote: > >> Hi Cheryl, Tim, >> >> >> I am just checking in to see if we have addressed this with the client t= o >> their satisfaction or if you need support in a coordinated response. If >> there were any broader service learnings you want me to be aware of >> regarding this comment, also please let me know. >> >> >> Including service and Angie for visibility. >> >> >> Thank you! >> >> >> Best, >> >> Aileen >> >> >> ---------- Forwarded message --------- >> From: Medallia >> Date: Thu, Jul 13, 2023 at 9:32=E2=80=AFAM >> Subject: Detractor Alert: Fred Winnick CDHC | 1000000000054183 >> To: Calgary , Calgary , Calgary = > ahodges@thekey.com> >> >> >> Client Name: Fred Winnick CDHC >> >> CC ID: 1000000000054183 >> >> Primary Contact: Rick Winnick >> >> PC Contact Info: rickwinnick@gmail.com / >> >> Survey Delivery: Email >> >> Division: Canada >> >> Business Unit: Calgary >> >> Tenure: Less Than 4 Weeks >> >> Actual Customer Segment: Turtle >> >> Stated Customer Segment: Turtle >> >> Survey: SOC Survey 1 >> >> Main Score: 6 >> >> Comments: Our caregiver is waiting for instructions and suggesting >> anything, my dad is 93 with short term memory loss and needs the >> suggestions >> >> Please click here to see the full survey response and learn more about >> the client: https://hca.medallia.com/hca/respInvForm.do?surveyid=3D27070= 0 >> > -- Aileen Ruffin Head of Service Quality Direct: 408-669-5645 Email: aruffin@thekey.com --0000000000003ae93206008530eb Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable This is helpful, thank you Cheryl! On Fri, Jul 14, 20= 23 at 12:03 PM Cheryl Cartwright < ccartwright@thekey.com > wrote: Hi Aileen, Thank you for your email. Shawntel, who is the CSM in Calgary s= peaks to Mr. Winnick regularly. We were aware of the concerns and have done= some coaching with the caregiver. In this case it wasn=E2=80=99t a matter = of her now being capable so much as allowing the client to take the lead wh= ich the family does not want. Her first shift after the coaching is today a= nd we have a follow up call with Mr.Winnick to see