--000000000000c325f905f207de2d Content-Type: text/plain; charset="UTF-8" Great work Jay! You not only managed the objections well but also set HCA for future success. All: Nelson has gently cautioned us that HCA cannot afford to have another failure. He has already escalated all three service failures to his superiors. Jay and I will work with you to ensure we set the right expectations and meet/exceed it. This is teamwork, afterall. Congratulations Vancouver Team to be in this category! Best regards, Matt Matt Vijayan, B.Sc., MBA, CCPE Director of Sales, Canada *Please note my email has changed:* mvijayan@TheKey.com TheKey.com [image: TheKey] On Wed, Jan 11, 2023 at 6:15 PM Jason Bradley wrote: > Hi Team, > > Matt V. and I had a productive meeting with Vancouver Coastal Health this > afternoon. Nelson Tung (Program Coordinator), Michelle Louie (Schedule > Coordinator) attended (Joya Rogers (Team Leader) was also invited from VCH, > but was unable to attend). > > We addressed satisfaction level with service to date, regular scheduled > meeting cadence, other business segment opportunities outside of North > Shore under VCH, and future contract agreements and rates. > > The focus and priority of the meeting concentrated around overall > satisfaction with the level of service that Home Care Assistance has been > able to provide over the last 3+ years up to present. Unfortunately there > have been ~ 3 service failures in the past couple of weeks that drew the > most attention of the conversation. In summary it was agreed that these > are being dealt with urgently and as a priority. In general it will be > imperative that we only assign registered care aids to VCH clients. I > assured Nelson and his team that our team is currently replacing all VCH > clients care givers that don't meet the required criteria. We will turn > away VCH clients that we can not staff with certified care aids. Nelson > will be using me as his primary point of contact moving forward. We have > agreed to meet on a monthly cadence to start with to provide updates and > address any concerns. Urgent concerns will be raised and addressed > immediately of course. > > At present, as program coordinator, Nelson manages all aspects of > discharge for 300 beds on the North Shore including surgical, geriatric, > and palliative patients. There has been raised the interest of being able > to staff shorter shifts of 1-2 hrs in duration. I will continue > discussions with Michelle Louis about the possibilities of a pilot project > that might work for both of us. More to come. > > We have gained agreement to discuss and negotiate a fair rate for the > upcoming contract. > > At present, providing we can correct the staffing of VCH clients with > registered caregivers we are still being held in high regard as a home care > provider. Congratulations to everyone on the team and your dedication to > provide the best service possible to this highly valued partner. > > Jay > > *Jay (Jason) Bradley