Re: Service Quality Weekly SLI Snapshot

*SLI Weekly Snapshot (2/27 - 3/5)*

Hello, all!

Provided below is the SLI weekly snapshot for all new submissions. Please
lookout for calendar invites shortly. Thank you!

Service Level Intervention: Created Date Office Region of the Client Office
Location of the Client Service Level Intervention: Created By Service Level
Intervention: Service Level Intervention Name Referral Account:
Account Name Start
of Care Date Status of the Client Relationship Status of the Referral Acct
Relationship Status of the Referral Partner Relation Client Name Stated
Animal Kingdom from Opportunity Type of incident Describe details of
Service Incident What intervention has been done or plan Client Response to
Service Failure Is this 1st Service Failure w/REF ACCT Referral Account:
Clients Referred Referral Account: Opportunities Referred Referral Account:
Active Clients Referral Account: growth Month over Month Referral Account:
Lifetime Revenue
2/27/2023 Bay Area Los Gatos Kevin Symes Cherry Jackson - No CG George
Arrivas (Edwards Jones Wealth Management) 1/12/2023 Yellow: the Client is
recoverable with an intervention Pending orange Cherry Jackson Elephant No
Call No Show CG called Staffing (maybe on-call) about calling out for
shift, but nobody told anyone, so there was no CG that night. ?? Other Yes 0
0 $20,937.00
2/27/2023 Southern States Atlanta Amanda Jackson Melonie and Vijay
Tipnis-service issue The Piedmont at Buckhead 3/18/2021 Orange: the Client
has paused or lowered services Pending orange Melonie Tipnis Elephant Service
Issue "Tipnis' daughter just texted me and stated that she is concerned
with inconsistency of care for her parents from The Key caregivers with
respect to the feedback from Piedmont staff and their observations and will
no longer need any further caregivers sc "I told her how sorry I was to
hear she felt that way and asked her if there is anything we could do to
rectify the situation. I called her and left her a voicemail, asking her if
we could talk tomorrow. Triff and Amanda are involved to help rectify
the s Potentially
ending service No 0 0
2/27/2023 Bay Area Bay Area North Drake Tam NCNS & Gaps in Communication The
Tamalpais 2/11/2022 Yellow: the Client is recoverable with an intervention
Pending orange The Tamalpais Supplemental Elephant Service Issue CG:
Kannisha missed Uber this morning & we didn't know until The Tamalpais's
director notified us at 8:45am (Shift starts at 7am). In addition we were
unable to send a replacement CG.


The Tamalpais then asked us why we couldn’t just send her a little I'm all
ears for support.


I've exhausted every best practice/intervention I can think of & quite
frankly it seems to lead to the same result. Other No 51 0 0 $2,402,696.24
2/27/2023 Bay Area Bay Area North Drake Tam Missed Operational
Communication The
Tamalpais 2/11/2022 Yellow: the Client is recoverable with an intervention
Pending orange The Tamalpais Supplemental Elephant Service Issue On call
missed a call off from CG: Yesenia & we did not notify the community until
they reached out. In addition we were unable to send a replacement CG.


Moreover, their director was able to communicate directly with CG: Yesenia
before TheKey could as I'm open to new ideas & I've exhausted my tools.
Other No 51 0 0 $2,402,696.24
2/27/2023 New Jersey and Pennsylvania Central NJ Rachael McKinney Vivian
Gallagher Fellowship Village Inc Red: the Client has been lost Pending
orange Vivian Gallagher Unable to Staff I spoke to the daughter-in-law and
got the reason why she looked for another agency. She said she lost trust
in our agency when she got a call at 4pm Friday saying we couldn't staff.
Sorry the call 4pm Friday was telling her we had no one to start Sunday We
are updating the process with the local team to ensure sales or care
solutions communicates with the potential clients so they can have the
appropriate conversation if increased hours would help with filling a new
case. Ended service Yes 1 0 0 $217,256.07
2/27/2023 Texas San Antonio Andrea Ramirez George McNeil Villa De San
Antonio 2/11/2023 Green: the Client has been recovered No Impact No
Impact George
McNeil Turtle Unable to Staff We started care on Sat. Feb 11 but were
unable to staff Sun Feb 12; I asked that the daughter be notified so they
could be sure to be with their dad as he could not be left alone, just
discharged from Acute Rehab. They agreed to cover Sunday, then late S family
was notified so they could cover.
HCL made SLC aware that family covered that Sunday. Yes 0 0 $3,322.50
2/28/2023 Texas San Antonio Shelly Arsate Arsate NCNS-Gerald Doman Heartis
San Antonio 2/17/2023 Red: the Client has been lost Pending orange Gerald
Doman Cheetah No Call No Show I spoke with the Client Success this morning
about ongoing caregiver issues with this client. CG on Saturday told the
client she is not there to care for him only to follow him, then NCNS for
the Sunday shift. I just heard about the incident and will discuss on the
huddle call today. This incident happened on Saturday and I am just getting
details today. Ended service No 0 0 $2,145.00
2/28/2023 New Jersey and Pennsylvania Southern NJ Gerald Saluti Josephine
Rinaldi - Service Failure VNA Health Group- Monmouth 2/17/2023 Red: the
Client has been lost Resolved and saved green Josephine Rinaldi Cheetah Unable
to Staff After staffing the first 3 days of service we were unable to staff
the case moving forward due to lack of CG availability I have notified my
direct boss and her supervisor about recruiting issues in both Monmouth and
Ocean County Ended service No 0 0 $44,141.27
2/28/2023 New Jersey and Pennsylvania Southern NJ Kaitlin Feola Michael
Murphy- Unable to staff VNA Health Group- Ocean Red: the Client has been
lost No Impact No Impact Michael Murphy Unable to Staff Unable to staff,
client went with Bayada. No 0 0 $19,207.41
2/28/2023 Southern States Grand Strand Kelli Jayroe Charles Harrell NHC
Healthcare Garden City 10/17/2022 Yellow: the Client is recoverable with an
intervention Pending orange Charles Harrell Elephant Unable to Staff Wife
of client is very difficult. We have gone through close to 20 caregivers
and 8 are on the do not send list. WE are very close to loosing hours due
to not having the right fit. Yes 2 0 0 $205,459.64
2/28/2023 Southern States Grand Strand Kelli Jayroe Sheila Lewis Reagan
Callahan 1/6/2021 Orange: the Client has paused or lowered services Resolved
and saved green Sheila Lewis Elephant Service Issue CG requested time off
on 2/8, shifts were never opened up by staffing until CSM opened on 2/13.
CSM covered open shift . Potential CG refused to go to manditory cross
training leaving open shifts which client had covered with a private CG who
will be taki Yes 6 0 0 $1,356,288.42
2/28/2023 Southern States Grand Strand Kelli Jayroe Maynard Eaton Kelli
Jayroe - Personal Network 7/27/2020 Orange: the Client has paused or
lowered services Resolved and saved green Maynard Eaton Unable to Staff client
has been asking for a caregiver to cross train since 1/25/23. client has
had days of no service because we did not fulfil the request to have a CG
crosstrain and she would not accept a CG to come in blindly. Client has
just reduced us to only 2 da Yes 0 0 $147,064.50
2/28/2023 New Jersey and Pennsylvania Southern NJ Kaitlin Feola George
Murphy- Unable to staff Brandywine Living at Toms River Red: the Client has
been lost Pending orange George Murphy Unable to Staff As per staffing,
limited CG in Toms River. Offered to increase hours but can only staff
live-ins in this area this time. Continue to provide mindfit sessions for
residents and speak to nursing about cluster care. Yes 0 0
3/1/2023 Bay Area Los Gatos Savahanna Mitchell Anabel Boissevain- Cg 2
hours late Lassahn Fiduciary Services 1/31/2023 Red: the Client has been
lost Pending orange Anabel "Angie" Boissevain Elephant Service Issue Client
was supposed to have services 9pm- 9am from Caregiver Alijah


Received a text at 11:20pm from Daisy saying “Alaina’s is outside but
client is not answering the door “


Upon waking up in the morning I followed up to see what happened last
night Asked
for this Caregiver to be removed immediately, reached out to Laura and left
voicemails and text message, also reached out to the internal team to call
for meeting regarding the referral account overall. Received a text back
from Laura saying the cli Potentially ending service No 8 0 0 $785,299.86
3/1/2023 DC Metro Annapolis Melissa Pittman Louis Clinton- CenterWell
referral Kindred at Home now Centerwell-Anne Arundel No Impact No Impact No
Impact Louis Clinton Unable to Staff They were looking for 2 hour LPN or RN
shifts in the morning and evening. When talking to Ora we only have
availability for long shifts at this time. I will thank my contact at
CenterWell for the referral and will explain the situation. Yes 0 0
$30,268.07
3/1/2023 DC Metro Annapolis Melissa Pittman Edward Hertz Anne Arundel
Medical Center, No Impact No Impact No Impact Edward Hertz Unable to Staff Wife
was looking for LPN care vs personal care and we were unable to staff the
12 hour shifts she was seeking. She went with another company. continue to
work with Connect RN to provide LPNs in the service area. Hired 2 PRN LPNs
that were unable to work specific schedule. Duties assigned were related to
CNA/GNA work and the client wasn't willing to have a lower level caregiver
work the case. Other No 7 0 0 $316,428.03
3/1/2023 DC Metro Annapolis Melissa Pittman James Johnson- Skilled Visits Anne
Arundel Medical Center, No Impact No Impact No Impact James Johnson Unable
to Staff Looking for skilled visits a 4-5 days a week and we don't have
nurses avail so referred out. Nothing has been done. She was given my info
in the past when her husband was at AA Medical. He is in rehab now. Yes 7 0
0 $316,428.03
3/1/2023 New Jersey and Pennsylvania Central NJ Sarah Thompson Unable to
staff in a timely manner Expert Home Care Red: the Client has been lost No
Impact No Impact Vikram Nair Unable to Staff SOC was set for Monday or
Tuesday of tis week. Staffing did get it staffed to start Wednesday. When
staffing called to inform the client we were set for a Wednesday start,
client said he had already found someone else. Other Yes 1 0 0 $196,346.64
3/1/2023 Texas Anderson Mill John Potocki Pfaff Maravilla at The Domain -
Independent Living 2/13/2023 Yellow: the Client is recoverable with an
intervention Pending orange Margaret Pfaff Cheetah Unable to Staff Client
is moving into Maravilla, and have recently complained out TheKey to the
sales leadership as we have been unable to staff the shifts at their house.
They are hesitant to use us at Maravilla as they feel our staffing is
unreliable. NA Potentially ending service No 0 0 $483,051.20
3/1/2023 DC Metro Annapolis Melissa Pittman Jeff Tobin Future Care
Chesapeake No Impact No Impact No Impact Jeff Tobin Unable to Staff Wanted
LPN skilled visits 2x a day which we were unable to staff. I have kept
Megan Kelly in the loop at Future Care and told her that I sent him
elsewhere which she appreciated. No follow up needed.
Attempted to utilize Connect RN for LPNs and was unsuccessful due to LPNS
wanting longer shifts. Was able to provide a Other Yes 0 0 $132,016.65
3/1/2023 DC Metro Frederick Kelly Anderson Timothy Harbaugh Carroll
Hospital Center No Impact No Impact No Impact Timothy Harbaugh Unable to
Staff CHC called me with my first skilled nursing case from this hospital
and we do not have nursing staff in place to be able to staff skilled cases
at this point continue to work with recruiting ot obtain permanent staff
for all locations. Connect RN has zero candidates for the location in
question. Yes 0 0
3/1/2023 New Jersey and Pennsylvania Southern NJ Billy McCarthy Ronald
DeJohn - Unable to staff Bill McCarthy - Personal Network Red: the Client
has been lost No Impact No Impact Ronald Dejohn Unable to Staff Client
lives in chair, one harmony village of Jackson, New Jersey. Typically a
difficult area to staff, only live-ins are available. We referred out to
executive homecare, who has a relationship with Kaitlan Feola call the HCL
in that region Ended service Yes 0 0 $9,906.00
3/2/2023 Southwest Florida Sarasota Jodi France Nicholas Boles-SI Manatee
Memorial Hospital 2/24/2023 Red: the Client has been lost No Impact No
Impact Nicholas (Nick) Boles Bee Service Issue This is a client that was
suppose to be ongoing for night shifts, but after the first night cancelled
and didn't really give an answer as to way. They were vague in their
responses and just said they needed a nurse. We did try to get more info
from the fa Yes 0 0 $480.00
3/2/2023 California Skilled Care Concierge Nursing Deanne Belcher Laure
Wang-Unable to staff MD2 Los Altos Red: the Client has been lost Pending
orange Laure Wang Unable to Staff Dr. Elliott called to ask if we had a PT
for a client who was a quad and had a CVA. Needed PT 5x/week or more for
2.5 hours/visit (Currently what client was getting, but wanted to try a new
therapist). Needed to have stroke experience and spinal cord inju Discussed
with leadership team regarding need for increased recruitment for PT's
within the Bay Area. Let MD know that we will continue to recruit and let
her know if a PT does become available. Disappointed as this is the second
case from this practice t Lowered hours No 0 0 $1,800.00
3/2/2023 California Skilled Care Concierge Nursing Deanne Belcher Barry
Wood-Unable to Staff MD2 Los Altos Red: the Client has been lost Pending
orange Barry Wood Unable to Staff Dr Namath from MD2 called in about a
patient of his needing Respiratory Therapist visits in the area. Not able
to staff as we don't have RT's in the Bay Area currently working for
us. Discussed
with leadership team the need to recruit for all disciplines listed on our
CNRS brochures and marketing info. Ended service Yes 0 0 $1,800.00
3/2/2023 Southwest Florida Sarasota Jodi France Jan Delesline-SI Westminster
Point Pleasant Shores 2/14/2023 Red: the Client has been lost Pending
orange Peter
Lancaster Bee Service Issue cg was late, cg was on the phone, cg forgot to
remind him to take his Parkinson meds on time. Ended service Yes 0 0
$9,508.32
3/2/2023 Southwest Florida Bradenton Jodi France Peter Lancaster-SI Southwest
Florida Homecare Manatee 2/16/2023 Red: the Client has been lost Pending
orange Jan DeLesline Cheetah Service Issue Son called to say that the cg
are consistently late. one cg showed up with a child in the car. Another cg
showed up with their mom in the car. Ended service Yes 0 0 $1,582.10
3/3/2023 DC Metro Annapolis Melissa Pittman Ann Patterson Annapolis Senior
Care Solutions 2/23/2023 Yellow: the Client is recoverable with an
intervention Resolved and saved green Ann Patterson (VJ) Elephant Service
Issue - Caregiver that came yesterday was unable to drive the client which
was a requirement. Vinnette staffed with someone else.
- Today the 8 am caregiver did not arrive (24/7 client). Vinnette forgot to
staff the shift today.
- GCM has reported that - I have spoken to the GCM (Wendy) that referred
and told her that I'm bringing these issues to the managment team. Client
got today covered herself but Vinnette is offering to send a caregiver
out. Potentially
ending service Yes 0 0 $54,900.75
3/3/2023 New Jersey and Pennsylvania Central NJ Billy McCarthy Leila
Shapiro - CG fell asleep overnight Atlas at Daughters Of Miriam 1/20/2023 Red:
the Client has been lost Pending orange Leila Shapiro Elephant Service
Issue 2x12
x 7 days a week, CG fell asleep overnight. The family cancelled services
immediately. I reached out to offer the money back guarantee for poor
service, awaiting reply. Reach out to family and facility to save the case
as well as our relationship with the facility. Ended service Yes 0 0
$36,677.50
3/3/2023 Southwest Florida Bradenton Jodi France Jeannette Moran-SI Sunways
Senior Living Concierge 3/2/2023 Yellow: the Client is recoverable with an
intervention Pending orange Jeannette Moran Bee Service Issue I was
following up with Mrs Moran to see how things were going and I wanted to
share her response so we can hopefully save this client and help her get
the right fit to meet her needs.


“Not well. Does anyone actually meet and screen caregivers before Yes 0 0
$1,614.00

On Mon, Feb 27, 2023 at 11:03 AM Keri Thrush <kthrush@thekey.com> wrote:

> *SLI Weekly Snapshot (2/20 - 2/26)*
>
> Hello, all!
>
> Provided below is the SLI weekly snapshot for all submissions. Please
> lookout for calendar invites shortly. Thank you!
>
> REMINDER: For access to all SLI's and in real-time, please locate in
> Salesforce under "Service Level Intervention". Filtering is available by
> region as seen in the picture below.
> [image: Screen Shot 2023-02-27 at 10.59.27 AM.png]
>
> Service Level Intervention: Created Date Office Region of the Client Office
> Location of the Client Service Level Intervention: Created By Service
> Level Intervention: Service Level Intervention Name Referral Account:
> Account Name Start of Care Date Status of the Client Relationship Status
> of the Referral Acct Relationship Status of the Referral Partner Relation Client
> Name Stated Animal Kingdom from Opportunity Type of incident Describe
> details of Service Incident What intervention has been done or plan Client
> Response to Service Failure Is this 1st Service Failure w/REF ACCT Referral
> Account: Clients Referred Referral Account: Opportunities Referred Referral
> Account: Active Clients Referral Account: Lifetime Revenue
> 2/20/2023 New Jersey and Pennsylvania Central NJ Lance Abalos Irvin Bell Green
> Hill Green: the Client has been recovered Resolved and saved green Irvin
> Bell Billing Concern Irvin Bell was referred to me and was closed lost
> due to client running low on funds and was going to medicaid and was lost
> to Bayada who accepted private pay to medicaid updated SW. She understood
> and said would continue to refer. will stop by there this week to stay top
> of mind Other Yes 0 0 $36,082.01
> 2/20/2023 New Jersey and Pennsylvania Southern NJ Gerald Saluti Jean
> Smock - Service Failure VNA Health Group- Monmouth Red: the Client has
> been lost Resolved and saved green Jean Smock Unable to Staff Client was
> supposed to start services on either 2/18 or 2/19 (Flexible on start date).
> We were unable to staff the case even with the flexibility in the start
> date. As a result of not being able to staff either date to start the case
> the family found anot Unfortunately the client has been lost but the
> relationship with the referral partner is intact. Other No 0 0 $41,117.27
> 2/21/2023 Connecticut Stratford Christine Cocotas Martha Fleisher - SLI 1 The
> Residence At Selleck's Woods 7/7/2022 Yellow: the Client is recoverable
> with an intervention Pending orange Martha Fleischer Elephant Service
> Issue 1. Martha came on service with us in August, she had some skin
> tears and needed updates to her care plan in October according to the DNS
> but none of that has been updated in the care plan that is in the binder in
> her apartment. DNS indicated she spoke wit ED was emailed by Christine
> Cocotas on 2/21 that concerns were addressed with operations management.
> Care plan was now updated and that we've assigned an ambassador to the CGs
> for orientation to their building and any residents we care for there.
> Other No 0 0 $300,371.27
> 2/21/2023 Connecticut Stratford Christine Cocotas Eunice Kuhr - SLI 1 Residence
> At Westport 1/21/2023 Yellow: the Client is recoverable with an
> intervention Pending orange Eunice Kuhr Elephant Service Issue DNS and ED
> from Residence contacted both Christine Cocotas and CSM Sherrie to indicate
> an issue with new client Eunice. First that the staff was not wearing
> badges which is required, second that there is an issue of who is cleaning
> the commode after resi Worked with ops to inservice all CGs assigned to
> case. CSM had these conversations about not repeating things or concerns
> about or from the client to the ALF. Christine discussed on quality meeting
> as well. Potentially ending service Yes 0 0 $11,402.25
> 2/21/2023 Connecticut Hartford Cori Zuppardi Linda Day Elim Park Baptist
> Home- Cheshire Red: the Client has been lost Resolved but lost red Mr.
> and Mrs. Day Service Issue Rate quoted was $35 per hour due to hours,
> location and need. Client reports he has agencies quoting in high twenties
> and $30 so he will not move forward with TheKey. Continue to share
> findings of opportunities lost because of rate. Ended service Yes 0 0
> 2/21/2023 Connecticut Hartford Cori Zuppardi Raymond Seivert Village at
> Kensington Place 2/6/2023 Red: the Client has been lost Pending orange Raymond
> Seivert Cheetah Service Issue DON Gen contacted CZ reporting the
> caregiver (Ali) was not engaging with client, was on her phone a lot and
> didn't empty foley. CZ made CSM aware of concerns who was responsive and
> helpful. Removal of caregiver from the case however client being on hosp caregiver
> was removed from case but ultimately the syringe was reason for ending
> services when other agencies can handle this. Christine is looking into
> regulations around that to advocate for TheKey to be able to handle this as
> we will continue to lose Ended service Yes 0 0 $9,935.75
> 2/22/2023 Southern States Greenville Gracie Lane Internet/Sheehan Internet
> 8/24/2018 Yellow: the Client is recoverable with an intervention Pending
> orange Carol Sheehan Elephant Service Issue Cg had requested the day off
> but the shift was not opened. No one showed. Daughter was irate. She cursed
> and hung up. I could not get a word in. I gave her time to calm down and
> then I called back and explained that we now have a new SM focused on
> Clemson and Greenville. Also offered her some free shifts. She apologized
> for the cursing and things seemed revolved. No 4338 0 0 $114,269,129.11
> 2/22/2023 DC Metro Northern Virginia Arwa Landivar Hired a private
> caregiver ElderTree Care Management 7/17/2020 Orange: the Client has
> paused or lowered services Resolved and saved green Gitta Hosenball (IV)
> Elephant Unable to Staff itta Hossenball- GCM (Eldertree) called
> regarding call-out. We were not able to re-staff the case after 4 hrs and
> GCM hired a private caregiver to cover instead for that shift. Emily stated
> she was told they were having a really busy day. Client Success discussed
> resolution with GCM and plans moving forward. Lowered hours No 0 0
> $7,195.00
> 2/22/2023 DC Metro Bethesda Arwa Landivar Caregiver fell asleep during
> shift ElderTree Care Management 2/17/2023 Yellow: the Client is
> recoverable with an intervention Resolved and saved green Thatcher Ladd
> Elephant Service Issue Thatcher Ladd- Emily GCM (Eldertree) stated CG
> fell asleep during shift and CG was replaced, thank you. Client has
> requested that CG on Saturday is not to come back. CG not scheduled again
> for this client. New CG assigned to client Other No 0 0 $7,195.00
> 2/22/2023 DC Metro LM2 Arwa Landivar No call No Show ElderTree Care
> Management 2/14/2022 Orange: the Client has paused or lowered services Resolved
> and saved green Michael Viani (MB) Elephant Unable to Staff Good Morning,
>
>
> We had some challenges last night and confusion with the Viani nurse.
> Apparently the nursing showed up at 6:30 instead of 8. The Viani’s were
> not informed of the time change. The son Paul, who receives the calls was
> also not informed. Th Ora was able to speak to Heidi GCM to ensure her
> this would not happen again. Heidi stated this has not been the first
> incident unfortunately. Ongoing RN visit for insulin remains in place for
> client. Unable to see notes on Frax of how the RN called out a Lowered
> hours No 0 0 $7,195.00
> 2/22/2023 Southern States Nashville Vicki Williams Cathy Donahue NHC
> Place at Cool Springs Red: the Client has been lost No Impact No Impact Cathy
> Donahue Unable to Staff This client was only needing 4 hours of service a
> day. We were going to start with 10-2 . She then decided she wanted someone
> there from 10-12 and again from 8-10 at night. We were unable to
> accommodate her request. Other Yes 0 0 $26,961.86
> 2/22/2023 Texas San Antonio Shelly Arsate Arsate Paul Speas-Staffing Stone
> Oak Care Center 2/20/2023 Green: the Client has been recovered Resolved
> and saved green Paul Clinton Speas Cheetah Unable to Staff Staffing
> failed to staff a shift for a couple care. Tina, CSM notified Marcus
> staffing that the client added hours. Marcus assured Tina it was covered.
> Tina relayed the message to the family and at 9pm there was no shift added
> for a cg to be staffed causi Tina, CSM reached out to family. On call
> also restaffed and reached out to family. Other Yes 0 0 $4,320.16
> 2/22/2023 Texas San Antonio Shelly Arsate Arsate Bobbie Speas-staffing Stone
> Oak Care Center 2/20/2023 Green: the Client has been recovered Resolved
> and saved green Bobbie Sue Speas Cheetah Unable to Staff Staffing failed
> to staff a shift for a couple care. Tina, CSM notified Marcus staffing that
> the client added hours. Marcus assured Tina it was covered. Tina relayed
> the message to the family and at 9pm there was no shift added for a cg to
> be staffed causi Tina CSM and on call restaffed and talked to family Other
> Yes 0 0 $4,320.16
> 2/22/2023 Southern States Greenville Gracie Lane Browning/Hardin Browning
> Geriatric Consulting 2/3/2023 Orange: the Client has paused or lowered
> services Pending orange James Hardin Cheetah Service Issue Gloria Watt,
> CG, showed up to home, told the client's wife that she wasn't aware she had
> to wear ppe, that he was on meds for C diff, and proceeded to tell the
> client that she had a bad back and couldn't help the client with toileting.
> No services were pr No 4 0 0 $49,621.59
> 2/23/2023 Southern States Nashville Vicki Williams David Geiger - Client
> Lost John Boone M.D. Red: the Client has been lost No Impact No Impact David
> Geiger Unable to Staff This client wanted care 6 nights a week from 9 to
> 5 am. They wanted a caregiver immediately and wanted a vaccinated care
> giver. We did not have a fully vaccinated care giver to do overnights
> except for one, and she was already on days with another client. Other Yes
> 0 0
> 2/23/2023 Texas Anderson Mill Jennifer Passons CG misconduct The Oaks
> Gracious Retirement Living 1/2/2023 Green: the Client has been recovered Resolved
> and saved green Forest Hankins Turtle Service Issue cg Kayla Asaka was
> found sleeping on the couch in the morning. When sales manager, Gail, asked
> her what she was doing, she said she was resting until her shift started.
> Gail told her to get up and cg refused. Mike, ED came and asked her to get
> up. CG proc new cg in place. Betsy spoke with Mike. Coddye and Sara and I
> met with Mike and Tamye on 2/22 No 0 0 $4,888.00
> 2/24/2023 Bay Area Los Gatos Savahanna Mitchell Anabel Boissevain Lassahn
> Fiduciary Services 1/31/2023 Yellow: the Client is recoverable with an
> intervention Pending orange Anabel Boissevain Elephant No Call No Show Received
> a message from Laura (referral source) informing me the caregiver didn't
> show up on Tuesday night to care for her client. Our team was unaware of
> this no call no show until Wednesday afternoon when I informed them. This
> is the second time this ha Have followed up with staffing manager Jayla
> to figure out what is happening here. she checked in with caregiver and was
> informed the shift "was not on clear care" so the caregiver was unaware.
>
>
> I am planning an internal meeting to go over needs and exp No 8 0 0
> $773,217.36
> 2/24/2023 Bay Area The Peninsula Savahanna Mitchell Albert Mortara Lassahn
> Fiduciary Services 1/13/2023 Yellow: the Client is recoverable with an
> intervention Pending orange Albert Mortara Elephant Service Issue Vanessa
> and I received and email today from Lassahn's Care Manager stating the
> below.
>
>
> "we have an issue with Mortara, please check email asap".
> Laura:
>
>
> I just got a message from Al Mortara’s Regular caregiver telling me that
> the caregiver is late Planning an internal meeting with care team case
> was restaffed for the evening but communication is HEAVILY lacking
> internally and its reflecting to our referral source No 8 0 0 $773,217.36
> 2/26/2023 Connecticut Clinton Keisha Grant Closed Lost Whispering Pines
> Nursing & Rehab Red: the Client has been lost Resolved and saved green Earnease
> Daniels Unable to Staff CL found cheaper rates with the competitor Other
> No 0 0
> 2/26/2023 Connecticut Clinton Keisha Grant Closed Lost The Saybrook At
> Haddam No Impact Resolved and saved green Eben Whitcomb Billing Concern CL
> found cheaper rates with the competitor. No service provided. Better
> presentation of value added services needed No service started. No start
> of care Other Yes 0 0 $50,394.31
> 2/26/2023 Bay Area Los Gatos Kevin Symes Ruthann Loney - poor CG service The
> Terraces of Los Gatos 1/30/2023 Red: the Client has been lost Pending
> orange RuthAnn Loney Cheetah Service Issue numerous issues repeatedly..
> CCM did everything she could, but couldn't save it Lead LPS CCM tried to
> call, but they didn't change her mind Ended service No 12 0 0
> $1,042,763.77
> 2/26/2023 Bay Area Los Gatos Kevin Symes Robert Edwards - CG overstepping
> boundaries Merrill Gardens Gilroy Yellow: the Client is recoverable with
> an intervention Resolved and saved green Robert Edwards Service Issue -Caregiver
> reached out to family and told of SLC (community) staff issues and the
> family went to complain to the new director, so memory care director got in
> trouble, but then both directors were upset with us for our CG telling on
> them.
> -But then CG di CCM and SM reminded caregiver to tell us (whether that be
> SM, CCM, or even HCL) about any concerns so that we can figure out how to
> communicate that to community staff Other No 5 0 0 $241,580.89
> 2/26/2023 Bay Area Los Gatos Kevin Symes Judite Sproul - No call/no show Merrill
> Gardens Gilroy 1/16/2023 Yellow: the Client is recoverable with an
> intervention Resolved and saved green Judite Sproul Elephant No Call No
> Show caregiver didn't show up and said went to hospital SM requested
> hospital paperwork Other No 5 0 0 $241,580.89
> 2/26/2023 Bay Area Los Gatos Kevin Symes Judite Sproul - Last minute call
> out Merrill Gardens Gilroy 1/16/2023 Yellow: the Client is recoverable
> with an intervention Resolved and saved green Judite Sproul Elephant Unable
> to Staff caregiver called out morning of due to concerns about storm and
> we couldn't find a replacement ? Other No 5 0 0 $241,580.89
> 2/26/2023 Bay Area Los Gatos Kevin Symes Merrill Gardens Gilroy Floor
> Staffing: CG No Show Merrill Gardens Gilroy Orange: the Client has paused
> or lowered services Resolved and saved green Merrill Gardens Gilroy Floor
> Staffing Unable to Staff Floor Staffing last minute request. We were able
> to get someone and he was going to be there in an hour.. 2 hours later,
> community asks me where CG is. It took an hour to get a hold of CG.. We
> find out that the CG wanted to take a quick nap, but ended up ?? Lowered
> hours No 5 0 0 $241,580.89
>
>
>
>
>
> On Mon, Feb 20, 2023 at 5:05 PM Keri Thrush <kthrush@thekey.com> wrote:
>
>> *SLI Weekly Snapshot (2/13 - 2/19)*
>>
>> Hello, all!
>>
>> Provided below is the SLI weekly snapshot for all submissions. Please
>> lookout for calendar invites shortly. Thank you!
>>
>> Service Level Intervention: Created Date Office Region of the Client Office
>> Location of the Client Service Level Intervention: Created By Service
>> Level Intervention: Service Level Intervention Name Referral Account:
>> Account Name Start of Care Date Status of the Client Relationship Status
>> of the Referral Acct Relationship Status of the Referral Partner Relation Client
>> Name Stated Animal Kingdom from Opportunity Type of incident Describe
>> details of Service Incident What intervention has been done or plan Client
>> Response to Service Failure Is this 1st Service Failure w/REF ACCT Referral
>> Account: Clients Referred Referral Account: Opportunities Referred Referral
>> Account: Active Clients Referral Account: growth Month over Month Referral
>> Account: Lifetime Revenue
>> 2/13/2023 Texas Fortworth Fred Montoya Staff issues Stonecreek North
>> Richland Hills 2/8/2023 Red: the Client has been lost Resolved and saved
>> green Geneva Sluder Cheetah Service Issue staff was watching tv mom was
>> in the bathroom by herself and urinated on the floor. Daughter asked
>> Caregiver to help and she replied I'm only her for companionship and didn't
>> help Caregiver pulled from shift but client exited service. Ended service
>> Yes 0 0
>> 2/13/2023 Texas Anderson Mill Jennifer Passons Resolutions Client cg
>> complaint Resolutions Hospice Austin 1/28/2023 No Impact Resolved and
>> saved green Rosita Martinez Cheetah Service Issue Client complained to
>> the social worker at Resolutions Hospice. Way too many different cg's are
>> coming out and only one of them, they feel, is qualified. Family is not
>> satisfied with staffing. I told the sw at Resolutions that I would
>> report the complaint so it would be on the radar and addressed. Yes 0 0
>> $1,895.49
>> 2/13/2023 Texas Fortworth Samantha Hernandez Staff issues Encompass
>> Health Rehabilitation Hospital of City View 2/12/2023 Green: the Client
>> has been recovered Resolved and saved green Ada and Jim Crawford Elephant Service
>> Issue Daughter called me Friday upset on Shannon's lack of
>> communication. She said they completed the assessment Wednesday at 5 and
>> Shannon said she would email her the paperwork. Shannon didn't email the
>> paperwork until Friday afternoon. She was not impress paperwork received
>> and they did start care on Sunday. Hoping communication is better and
>> perform accordingly. Other Yes 0 0 $28,427.15
>> 2/13/2023 Bay Area Los Gatos Kevin Symes RuthAnn Loney - CG late
>> arrival/early departure The Terraces of Los Gatos 1/30/2023 Red: the
>> Client has been lost Pending orange RuthAnn Loney Cheetah Service Issue Caregiver
>> showed up 45 minutes late for night shift, and then left at 6am, but the
>> shift should have gone to 7:30am, but caregiver didn't know because SM
>> didn't update clearcare and didn't tell caregiver even though the schedule
>> extension was made several CSM and Lead CSM called daughter to try to
>> salvage case, but she's still going to cut services.
>> Hopefully Ops Lead/Director can join me on a meeting with the account as
>> the daughter shared her dissatisfaction with account. Ended service No 12
>> 0 0 $1,037,814.77
>> 2/13/2023 Greater LA Central LA Phillip LeCompte Supplemental staffing
>> shift failure Silverado Community The Huntington 2/13/2023 Yellow: the
>> Client is recoverable with an intervention Pending orange SIlverado The
>> Huntington Supplemental Staffing Bee Service Issue CG showed for
>> staffing supplemental shift at assigned time (3PM)and left the shift at
>> 4:14PM, letting Silverado Clinical Director Arienne know she had a family
>> emergency. We were unable to re-staff the shift for the evening. I kept
>> in touch with Arienne, giving updates regarding our efforts to re-staff the
>> shift. Our last communication was conducted at 6:55PM when she let me know
>> there was "no need trying to find someone at this time".
>>
>>
>> I will going by to make an in person Other No 17 0 0 $201,362.88
>> 2/13/2023 DC Metro Annapolis Melissa Pittman Betty Kelly- Ginger Cove- AL Ginger
>> Cove 3/18/2022 Yellow: the Client is recoverable with an intervention No
>> Impact No Impact Betty Kelly Cheetah No Call No Show 2/9- no show-
>> without care from TheKey- family stepped in, 2/12 now show - shift covered
>> a few hours later. 2/13 - 2 aids showed up I spoke with Teresa Woo who
>> is the daughter and main point of contact. I told her that a manager would
>> also be reaching out to discuss concerns. Other No 8 0 0 $248,280.31
>> 2/14/2023 CAN HCA Jay Bradley PARIS #: 1668982 initials R.L. Vancouver
>> Coastal Health 2/14/2023 Green: the Client has been recovered Resolved
>> and saved green Ruth Lapointe Bee Unable to Staff Below serviceable
>> hours. Request for 3 hour shift Communication for below serviceable
>> hours. Continue to work with VCH to find solution to short hour shifts as a
>> dedicated business service for this particular account Other No 0 0
>> $1,749,657.82
>> 2/14/2023 CAN HCA Jay Bradley Lin Chen declined 24/7 care Vancouver
>> Coastal Health Green: the Client has been recovered Resolved and saved
>> green Lincoln Chen Unable to Staff 2x12 hr shift for demtia patient w
>> history of abuse. Considered high risk for caregiver team by operational
>> team Communication with VCH scheduler (M Louie) Lowered hours No 0 0
>> $1,749,657.82
>> 2/14/2023 CAN Oakville (GTA) Amanda Ilines Sunrise of Burlington
>> Staffing - Unable to Staff Sunrise of Burlington 2/5/2023 No Impact No
>> Impact No Impact Sunrise of Burlington Staffing Cheetah Unable to Staff Staffing
>> shift came in and we were unable to staff Spoke with Director of Care
>> and they were understanding. Yes 0 0 $8,959.20
>> 2/15/2023 NC and SVA Lynchburg Brandy Dewease Nancy Lobbregt The Summit
>> IL 3/18/2022 Yellow: the Client is recoverable with an intervention Resolved
>> and saved green Nancy Lobbregt Cheetah Unable to Staff Unable to fill
>> entire 4 hour shift. I called DON to apologize, she stated she
>> understood and thanked us for covering what we could. Yes 0 0 $3,637.00
>> 2/15/2023 New Jersey and Pennsylvania Southern NJ Kaitlin Feola Patricia
>> Coll- skilled care needed Meridian Nursing & Rehab At Brick Red: the
>> Client has been lost Pending orange Patricia Coll Service Issue Other Yes
>> 0 0
>> 2/15/2023 Texas McKinney Megan Cameron Kosanovich_McKinney Acts CarePatrol
>> of Collin-County Central 1/18/2023 Red: the Client has been lost Resolved
>> and saved green Daniel Kosanovich Elephant Service Issue Email has been
>> sent to all operational leadership and is attached to notes. Client did not
>> want to pay for additional services. There was a complaint of lack of
>> communication from McKinney office. Sister of client has shared that she
>> has never heard from Coddye Ring-Noonan is to follow-up with client on
>> 02/24/2023. Yes 0 0 $2,130.00
>> 2/15/2023 Bay Area Los Gatos Kevin Symes George Nishimura - CG very late Sunny
>> View Retirement Community 2/7/2023 Yellow: the Client is recoverable
>> with an intervention Resolved and saved green George Nishimura Cheetah Service
>> Issue Caregiver was 45 minutes late, son said she's been late a couple
>> times. Success Manager and Staffing Supervisor agreed to replace
>> caregiver on certain shifts with someone who can be on time. Other No 28
>> 0 0 $471,299.00
>> 2/16/2023 Bay Area Los Gatos Savahanna Mitchell Patricia Fobair Lassahn
>> Fiduciary Services 2/6/2023 Green: the Client has been recovered Resolved
>> and saved green Patricia "Patti" Fobair Elephant No Call No Show Referral
>> reached out on Sunday morning to inform our team no one showed up Saturday
>> night to care for the client. Client was subsequently left alone for the
>> evening. Team wasn’t aware of this until Fiduciary brought it to our
>> attention. In was not made aw Upon learning of the incident I was able
>> to touch base with Laura and team to get more details of what happened,
>> caregiver was cancelled for another shift and confused that shift with this
>> and therefore did not attend. Team has been updated to keep me inv Other
>> No 8 0 0 $763,277.36
>> 2/17/2023 Texas Anderson Mill John Potocki Maxx Christal Park Manor
>> 10/1/2022 Red: the Client has been lost Pending orange Maxx Christal
>> Elephant Service Issue Val called yesterday and left a VM requesting to
>> cancel care moving forward. I called her back today and she stated the
>> reason for cancelling is that there was not enough consistency regarding
>> staffing. This was causing stress to her and the client not kn None Ended
>> service Yes 24 0 0 $425,073.34
>> 2/17/2023 Texas Anderson Mill John Potocki Jim Rogers Maravilla at The
>> Domain - Independent Living 12/28/2022 Green: the Client has been
>> recovered Resolved and saved green Jim Rogers Turtle Service Issue Caregiver
>> was asleep when the son arrived to check on his parents. He was very upset
>> and complained to Maravilla leadership about referring a company that has
>> poor quality. He sent the caregiver home and declined a replacement. He
>> also asked to not be bil Pending Lowered hours No 0 0 $444,111.73
>> 2/17/2023 Texas Houston Hether Young 2/15 Rawl-Silverado HP Silverado
>> Community Hermann Park 9/6/2021 Yellow: the Client is recoverable with
>> an intervention Resolved and saved green Manya Rawl Elephant Service
>> Issue 2/15 was the last evening we had coverage. Sharona with EAG called
>> 2/17 and stated that the evening CG was late and was sleeping on 2/15. It
>> was reported t the family as well and the daughter doe not want to pay for
>> that shift. Do not charge family for evening shift on 2/15. No 39 0 0
>> $393,483.90
>> 2/17/2023 Texas Houston Hether Young 2/17 Gross-Auberge SL The Auberge
>> at Sugar Land 5/29/2021 Green: the Client has been recovered Resolved
>> and saved green Lou Gross Elephant Service Issue I received a call from
>> the DHS and ED at Auberge SL regarding CG Kyle Hazelwood. They stated that
>> the CG was on a personal call and was talking loud enough that you could
>> hear down the hall in the community. The ED said she walked in the room and
>> the CG w Get the evening CG to come in early. Take Kyle off the case. Yes
>> 10 0 0 $1,442,992.17
>> 2/17/2023 Texas Anderson Mill John Potocki Kelly Baker Baylor Scott and
>> White Rehabilitation Hospital Lakeway Yellow: the Client is recoverable
>> with an intervention Resolved but lost red kelly baker Unable to Staff 24/7
>> and or Live in. Registered over two weeks ago and has been waiting to start
>> ever since. NA Potentially ending service Yes 4 0 0 $83,828.00
>> 2/17/2023 Bay Area The Peninsula Savahanna Mitchell Savahanna Mitchell Silverado
>> Community Belmont Hills 1/29/2020 Red: the Client has been lost Pending
>> orange Pam Naeve Elephant Service Issue I spoke with Amita after the
>> incident and gather this statement:
>>
>>
>>
>>
>> Mahin took long lunch, about 45 minutes
>> came back in to check on client and went to leave again
>>
>>
>> Staff told her they needed to know when she was taking breaks so they can
>> cover the Update: No video recovered, client is now being handled by the
>> community and no longer has 1 on 1 care with us. This caregiver has been
>> banned from Silverado communities.I am currently working to strengthen the
>> relationship with community again. We did cu Ended service Yes 13 0 0
>> $53,868.64
>> 2/18/2023 Jay Bradley Rick's Mom Amica Arbutus Inquiry Amica Arbutus
>> Manor No Impact Pending orange Rich's Mom Service Issue Intake call
>> taken as a message and forwarded to team for follow up. Follow up team
>> unable to reach potential client's son. 3 messages have been left 2 more
>> attempts planned. Other Yes 0 0
>>
>> On Mon, Feb 13, 2023 at 8:26 PM Keri Thrush <kthrush@thekey.com> wrote:
>>
>>> *SLI Weekly Snapshot (2/6 - 2/12)*
>>>
>>> Hello, all!
>>>
>>> Provided below is the SLI weekly snapshot. A couple of updates as we
>>> continue to support teams. Going forward, SQ will expand their efforts by
>>>
>>>    -
>>>
>>>    Conducting meetings with all regions regardless if SLIs were
>>>    submitted. Please lookout for calendar invites shortly. Thank you!
>>>    -
>>>
>>>    Start reporting on all SLI submissions and not just based on red
>>>    at-risk for clients (reflected below). This will help set
>>>    expectations to collaborate and talk through processes, clients and/or
>>>    referral accounts at risk.
>>>
>>>
>>> SLI Created Date Office Region of the Client Office Location of the
>>> Client Service Level Intervention: Created By Service Level
>>> Intervention: Service Level Intervention Name Referral Account: Account
>>> Name Start of Care Date Status of the Client Relationship Status of the
>>> Referral Acct Relationship Status of the Referral Partner Relation Client
>>> Name Stated Animal Kingdom from Opportunity Type of incident Describe
>>> details of Service Incident What intervention has been done or plan Client
>>> Response to Service Failure Is this 1st Service Failure w/REF ACCT Referral
>>> Account: Clients Referred Referral Account: Opportunities Referred Referral
>>> Account: Active Clients Referral Account: Lifetime Revenue
>>> 2/6/2023 Greater LA Santa Barbara Jeff Torok Casa Dorinda - Weinstein Casa
>>> Dorinda Yellow: the Client is recoverable with an intervention Pending
>>> orange Donna Weinstein Service Issue Morning of the shift starting; the
>>> caregiver called out due to car troubles. We were unable to staff this and
>>> may have trouble staffing the next shift. Yes 41 0 0 $1,147,268.19
>>> 2/6/2023 Bay Area Bay Area North Drake Tam Gaps in Communication -
>>> Internal/External Aegis Corte Madera 6/30/2022 Yellow: the Client is
>>> recoverable with an intervention Pending orange Margard England Elephant Service
>>> Issue POA called on-call, to notify us about DNS CG. no one responded
>>> in timely fashion.
>>> When new CG was assigned internally, no one notified POA..
>>> POA took client out of SLC to oversee care in her own home due to gaps
>>> in communication & unclear next ste 2x1 with community, 1x1 with family.
>>> Other No 34 0 0 $1,403,015.47
>>> 2/6/2023 Texas San Antonio Shelly Arsate Arsate Evelyn Cuda- Staffing Care
>>> Advocates Red: the Client has been lost Resolved and saved green Evelyn
>>> E. Cuda Elephant Service Issue unskilled caregiver sent to a highly
>>> skilled client HCL called the dtr to try to reslove the concerns, dtr
>>> disappointed after coming highly recommended by Encompass case manager and
>>> Care Advocates and Heartis Senior Living Ended service No 0 0 $23,613.04
>>> 2/6/2023 New Jersey and Pennsylvania Southern NJ Gerald Saluti Vincent
>>> DeMarco - Service Failure Westlake Golf & Counrty Club Orange: the
>>> Client has paused or lowered services Resolved and saved green Vincent
>>> Demarco Turtle Unable to Staff Client wants M,T & Fr 4hr shifts w/ SOC
>>> for 2/6. We could not staff the case and the family is meeting with another
>>> home care agency tomorrow The family will let me know tomorrow if the
>>> new agency was able to staff the case Potentially ending service No 0 0
>>> 2/6/2023 New Jersey and Pennsylvania Southern NJ Kaitlin Feola Marilyn
>>> Rogers- Unable to staff Next Stage Senior Guidance- Ocean Couty Red:
>>> the Client has been lost Pending orange Marilyn Rogers Turtle Unable to
>>> Staff Unable to staff this case, client increased hours up to 40
>>> hrs/week and we were still unable to find a CG for the case. Spoke with
>>> Jennifer, apologized for the inconvenience and offered to refer out to
>>> another company. Yes 0 0
>>> 2/6/2023 Texas Anderson Mill John Potocki M Stewart #1 Maravilla at The
>>> Domain - Independent Living 2/4/2023 Green: the Client has been
>>> recovered Resolved and saved green Margaret Stewart Turtle Service Issue Scheduling
>>> built the schedule wrong, caregivers showed up for a med reminder at the
>>> incorrect time. The daughter feels like she has no main point of contact.
>>> Is very frustrated at the lack of communication with TheKey, and the
>>> inconsistent quality. She sa Sara has been notified. No 0 0 $418,583.92
>>> 2/6/2023 Bay Area Bay Area North Drake Tam Lack of Process Knowledge Marin
>>> General Hospital 2/2/2023 Green: the Client has been recovered Resolved
>>> and saved green Kymus Ginwala Cheetah Service Issue Client sent to ER
>>> due to a faint (Typical). During this time CG was sent home during the
>>> shift by On-Call but family wasn't consulted/Notified. When the family
>>> asked for CG to return she could not come back.. Family filled in for the
>>> remainder of the 12hr 1x1 with family today. (2/6) Other No 45 0 0
>>> $1,429,715.29
>>> 2/7/2023 California Skilled Care Concierge Nursing Nancy Lisa Robinson Silverado
>>> Rolling Hills Estates TP 1/4 Silverado Rolling Hills Estates Transpack Green:
>>> the Client has been recovered Resolved and saved green Silverado
>>> Rolling HIlls Estate bee Service Issue CG left shift for personal
>>> reasons and spoke only to family, did not notify any Key staff prior to
>>> leaving the community. re-staffed Other Yes 0 0 $14,735.01
>>> 2/7/2023 California Skilled Care Concierge Nursing Nancy Lisa Robinson Silverado
>>> Rolling Hills Estates TP 1/5 Silverado Rolling Hills Estates Transpack Green:
>>> the Client has been recovered Resolved and saved green Silverado
>>> Rolling HIlls Estate bee No Call No Show No call no show for second TP
>>> shift re-staffed Other No 0 0 $14,735.01
>>> 2/8/2023 Southern States Greenville Gracie Lane Browning/Hardin Browning
>>> Geriatric Consulting 2/3/2023 Yellow: the Client is recoverable with an
>>> intervention Pending orange James Hardin Cheetah Unable to Staff No one
>>> able to fill shift tonight at CCRC, Rowling Green Village in Greenville.
>>> Yes 4 0 0 $46,485.09
>>> 2/8/2023 Southern States Clemson Gracie Lane Clemson Downs/Nemerofsky Clemson
>>> Downs 2/8/2023 Yellow: the Client is recoverable with an intervention
>>> Pending orange Bonnie Nemerofsky Elephant Unable to Staff Second day of
>>> service, no one showed for shift and couldn't find someone to start until 3
>>> pm which was 5 hours after the start should have happened. There is no one
>>> scheduled for tomorrow either, which is 2/9/23. Another referral source
>>> also recommended u No 13 0 0 $241,719.56
>>> 2/8/2023 Greater LA Central LA Phillip LeCompte Lloyd Higgins, CG 1
>>> hour late Huntington Hospital 2/7/2023 Green: the Client has been
>>> recovered Pending orange Lloyd Higgins Cheetah Service Issue CG showed
>>> up to shift one hour late stating they had the wrong address and got lost.
>>> Client missed appointment due to this service failure. Unclear if this
>>> directly caused the hours of intent going from 24 to 8 but the client made
>>> this change while upse I made a home visit and discussed our
>>> satisfaction guarantee. They appreciated the visit and the information. Lowered
>>> hours Yes 0 0 $19,734.25
>>> 2/8/2023 Greater LA San Dimas Phillip LeCompte Teresa Russo- NCNS Silverado
>>> Sierra Vista (Azusa) 2/6/2023 Green: the Client has been recovered
>>> Pending orange Teresa Russo- SSV Transpack Cheetah No Call No Show CG
>>> no call no show for first shift of the TransPack. This caused marketing rep
>>> the need to escort new resident on bus to appointment. We were able to
>>> schedule the rest of the TransPack for this client. Spoke with Liz and
>>> informed of our satisfaction guarantee. No 0 0 $5,568.64
>>> 2/8/2023 New Jersey and Pennsylvania Central NJ Rachael McKinney Irene
>>> Biemer Parker at Somerset Red: the Client has been lost Resolved and
>>> saved green Irene Biemer Turtle Unable to Staff I called back the
>>> daughter Jeanne and she wants to put our services on hold for now. Jeanne
>>> was disappointed regarding the last-minute cancellation from our caregiver.
>>> I was working on finding a new caregiver for this case but unfortunately,
>>> the hours/loc Ended service No 0 0 $46,285.96
>>> 2/8/2023 Central States St. Louis Amanda Dees Fairwinds River's Edge Fairwinds
>>> River's Edge 2/3/2023 Green: the Client has been recovered Resolved and
>>> saved green Shirley Keliman Elephant Service Issue Caregiver arrived at
>>> 4pm for the first shift with the client and smelled like marijuana. The
>>> daughter, Paige, noticed this right away and asked Amanda (HCL) to step
>>> outside of the apartment with her to discuss this. The daughter was
>>> concerned about it and Communicated with daughter through the weekend
>>> to check in and ensure all was going smoothly. Once family got to know the
>>> caregiver they were more at ease. New caregivers are now in place and
>>> shifts are going well. Yes 0 0 $7,839.00
>>> 2/8/2023 New Jersey and Pennsylvania Southern NJ Gerald Saluti Vincent
>>> DeMarco - Service Failure Westlake Golf & Counrty Club Red: the Client
>>> has been lost Resolved and saved green Vincent Demarco Turtle Unable to
>>> Staff Client was looking for service M,T & Fr 1pm-6pm. We were unable
>>> to find a CG to staff those hours. Spoke to client's family and they
>>> will keep us as a resource in the event the CG they hired doesn't work out
>>> Other No 0 0
>>> 2/8/2023 Bay Area Los Gatos Kevin Symes Nishimura - Couldn't staff Sunny
>>> View Retirement Community 2/7/2023 Yellow: the Client is recoverable
>>> with an intervention Resolved and saved green George Nishimura Cheetah Unable
>>> to Staff -Unable to staff on third day (client requires male caregiver)
>>> so the son is very upset that he had to ask a friend to cover for the day,
>>> and then we had to force the son to accept a female caregiver for next day.
>>> -Caregiver on second day was on phone a potentially assigning
>>> designated SM to top communities Other No 28 0 0 $467,153.00
>>> 2/8/2023 Bay Area The Peninsula Deanne Belcher Richard Lewis-service
>>> issue Vi Palo Alto 2/4/2023 Red: the Client has been lost Pending orange Richard
>>> Lewis Cheetah Service Issue Client with SOC on 2/4 needing 24/7 sitter
>>> services while at the Vi SNF in Rehab with broken hip. Client with severe
>>> dementia and needs attentive caregiver to assist with client's impulsivity
>>> and to be a companion. No SOC intro was completed, and CSM did HCL went
>>> to account to discuss the situation with SW and has left a message to meet
>>> with the DON and the Administrator. Team Lead aware of the situation and
>>> asked if she could call the wife. CSM asked if we could place a new CG in,
>>> but the wife was not in Ended service No 254 0 0 $28,815,373.91
>>> 2/10/2023 Texas Anderson Mill Jennifer Passons QTR 1 2023 - The Oaks
>>> Gracious Retirement The Oaks Gracious Retirement Living 1/2/2023 Yellow:
>>> the Client is recoverable with an intervention Pending orange Forest
>>> Hankins Turtle Unable to Staff CG was no call/no show and it wasn't
>>> recognized until 11:30. I went to client's room for med reminder for the pm
>>> (not to be a billed visit). Daughter is not happy that we didn't have back
>>> up cg for the day that Brittany couldn't come in (Thursday 2/2). Sh Daughter
>>> is asking for more transparency/documentation in the app. I covered the pm
>>> visit that wasn't filled. Other Yes 0 0 $2,142.00
>>> 2/10/2023 Texas Anderson Mill Jennifer Passons QTR 1 2023 - The Oaks
>>> Gracious Retirement The Oaks Gracious Retirement Living 1/3/2023 Green:
>>> the Client has been recovered Resolved and saved green Barbara Corbitt
>>> Turtle No Call No Show CG was no call/no show. This was brought to my
>>> attention by Mr. Corbitt when he called to ask what time the cg was coming
>>> because she was already 20 mins late. I brought to scheduling attention and
>>> that is when it was discovered that the cg had not clocke Staffing is
>>> looking for new cg to cover Sunday - Tuesday at The Oaks. Other Yes 0 0
>>> $2,142.00
>>> 2/10/2023 Bay Area Bay Area North Drake Tam Ended Services/Accused Fraud
>>> Aldersly 5/31/2022 Red: the Client has been lost Pending orange Scott
>>> Baxter Elephant Service Issue Fiduciary & Trust Attorney did a QAV two
>>> days back to back & CG was not onsite for the duration of the visit.
>>> However, the CSM was never notified that CG was not onsite. Attorney is
>>> demanding a reimbursement for both shifts and is accusing us of "fraud." Two
>>> referral sources affected;
>>>
>>> Aldersly (CCRC) - Next steps for 1x1 with ED/Administrator as soon as
>>> she returns my call. (TBD Result)
>>>
>>> Marchi Smith and Levin Fiduciary Services - This account has been
>>> stalled due to lack of trust & unfortunately it Ended service No 4 0 0
>>> $457,124.52
>>> 2/10/2023 Greater San Diego Park Vista Andrew Parker Park Vista
>>> Assisted Living - Ongoing Billing/Invoicing Issues Park Vista Health
>>> Center - Assisted Living 6/8/2020 Yellow: the Client is recoverable
>>> with an intervention Pending orange Park Vista Assisted Living
>>> Hospitality Elephant Billing Concern We have been working through
>>> billing issues for some time. These issues were highlighted by Haidy
>>> Andrawes, Lead Administrator at Park Vista in October 22'.
>>> The main issue has been that invoices had not been itemized, and without
>>> detailed invoicing, th HCL Andrew Parker and Terra McDuffie have been
>>> in constant contact with Admin Team at PV. Vanessa Treadwell has stepped in
>>> to help us in our efforts to keep the community calm and ensure them we are
>>> working toward an end.
>>>
>>>
>>> We have a great track recor Other No 38 0 0 $572,080.19
>>> 2/12/2023 DC Metro Northern Virginia Tyra Foster Compton and Duling Law
>>> Firm Compton & Duling 12/28/2022 Red: the Client has been lost Pending
>>> orange Karen Allison Bee No Call No Show CG L'Chanda called office
>>> stating her child missed the bus and she would be late. She then called
>>> back again and said she was taking an uber and would be arriving at clients
>>> home late. She then stopped answering phone calls and text messages from
>>> The Key Caregiver is on suspension until she returns phone calls to
>>> Staffing and Client Success Managers. Ended service Yes 0 0 $630.00
>>>
>>> On Mon, Feb 6, 2023 at 1:21 PM Keri Thrush <kthrush@thekey.com> wrote:
>>>
>>>> *SLI Weekly Snapshot (1/30 - 2/5)*
>>>>
>>>> Hello, all!
>>>>
>>>> Provided below is the SLI weekly snapshot. For all regions/locations
>>>> with an SLI submission below, please lookout for calendar invites
>>>> shortly. Thank you!
>>>>
>>>> SLI Created Date Office Region of the Client Office Location of the
>>>> Client Service Level Intervention: Created By Service Level
>>>> Intervention: Service Level Intervention Name Referral Account:
>>>> Account Name Start of Care Date Status of the Client Relationship Status
>>>> of the Referral Acct Relationship Status of the Referral Partner
>>>> Relation Client Name Stated Animal Kingdom from Opportunity Type of
>>>> incident Describe details of Service Incident What intervention has
>>>> been done or plan Client Response to Service Failure Is this 1st
>>>> Service Failure w/REF ACCT Referral Account: Clients Referred Referral
>>>> Account: Opportunities Referred Referral Account: Active Clients Referral
>>>> Account: Lifetime Revenue SQ notes
>>>> 1/30/2023 New Jersey and Pennsylvania VNA Kaitlin Feola Helen Byrnes-
>>>> Unable to staff VNA Health Group- Ocean Red: the Client has been lost No
>>>> Impact No Impact Helen Byrnes turtle Unable to Staff Challenges
>>>> staffing short hour cases. Increasing hiring CG in Ocean County area.
>>>> Other No 0 0 $17,983.41
>>>> 1/30/2023 Southeast Florida Boca Raton Brie Hurley Joseph Landau Bethesda
>>>> Hospital West 1/21/2023 Red: the Client has been lost Resolved and
>>>> saved green Joseph Landau Cheetah Service Issue Daughter said the aide
>>>> is "grossly incompetent" : she showed up, got on her phone, and then
>>>> commenced to fall asleep. Aide called the daughter 5 times to tell her
>>>> things like, "He needs a drink." And she can't handle his weight and the
>>>> daughter has to Success Manager offered to comp day of service. Our
>>>> staffing team, recruiting team, and CG ambassador team notified about this
>>>> particular aide for counseling. We have checked in with family to reinstate
>>>> service, but they hired privately and do not want t Ended service Yes 0
>>>> 0 $1,008.00
>>>> 1/30/2023 Southwest Florida Sarasota Jodi France Andrew Wapner My Care
>>>> Finders - Bradenton 1/19/2023 Red: the Client has been lost Resolved
>>>> but lost red Andrew Wapner Cheetah Service Issue We were seeing client
>>>> for memory concerns and safety. The community wanted to move him to MC, but
>>>> the client wanted to remain in Independent living. We were to stay with him
>>>> to keep eyes on him and assist with hygiene when needed. Client was
>>>> resistant to It took the daughter time to return phone calls, but
>>>> Holly did speak with her on Thursday and came up with a plan. we were to
>>>> stay and sit just outside of where ever he asked them to leave, but to not
>>>> actually leave the community. Over the weekend there w Ended service
>>>> Yes 0 0 $2,030.00
>>>> 2/1/2023 DC Metro Annapolis Kelly Anderson Clare Boyce Ferretto
>>>> Eldercare Consulting 9/23/2022 Red: the Client has been lost Resolved
>>>> but lost red Clare Boyce Elephant Service Issue Multiple attempts with
>>>> facility were made due to the facility wanting the client to move to their
>>>> memory care unit. The facility had specific criteria for the caregivers
>>>> that were difficult to find with the current team. Staffing had 5 different
>>>> CGs assig Increased communication to facility and ALCM was made, CG
>>>> match completed, prepped CGs prior. the facility was resistant to having
>>>> TheKey in their facillity due to having another preferred provider. Ended
>>>> service No 0 0 $12,669.50
>>>>
>>>> On Mon, Jan 30, 2023 at 1:50 PM Keri Thrush <kthrush@thekey.com> wrote:
>>>>
>>>>> *SLI Weekly Snapshot (1/23 - 1/29)*
>>>>>
>>>>> Hello, all!
>>>>>
>>>>> Provided below is the SLI weekly snapshot. A big thank you to all who
>>>>> joined our kick off meetings last week. For all regions/locations with an
>>>>> SLI submission below, please lookout for calendar invites shortly.
>>>>> Thank you!
>>>>>
>>>>> SLI Created Date Office Region of the Client Office Location of the
>>>>> Client Service Level Intervention: Created By Service Level
>>>>> Intervention: Service Level Intervention Name Referral Account:
>>>>> Account Name Start of Care Date Status of the Client Relationship Status
>>>>> of the Referral Acct Relationship Status of the Referral Partner
>>>>> Relation Client Name Stated Animal Kingdom from Opportunity Type of
>>>>> incident Describe details of Service Incident What intervention has
>>>>> been done or plan Client Response to Service Failure Is this 1st
>>>>> Service Failure w/REF ACCT Referral Account: Clients Referred Referral
>>>>> Account: Opportunities Referred Referral Account: Active Clients Referral
>>>>> Account: Lifetime Revenue
>>>>> 1/23/2023 Mountain Centennial Laura Kneeskern Dick Koeppe - Unable to
>>>>> Staff Balfour At Central Park Red: the Client has been lost Resolved
>>>>> and saved green Richard "Dick" Koeppe cheetah Unable to Staff Client
>>>>> was lost due to inability to staff their immediate start. We offered a
>>>>> start next day and a competitor was able to staff same day. Client
>>>>> Solutions did not engage staffing to see if we could start sooner than next
>>>>> day. HCL will text SLC Wellness Director for immediate needs cases to
>>>>> let her know we are engaged with the family and working to staff the case.
>>>>> HCL will do an in-person assessment for quick starts in order to expedite
>>>>> onboarding process and not have to wait f Ended service Yes 0 0
>>>>> $2,554.99
>>>>> 1/23/2023 Bay Area East Bay Mac McKissack Sophia Altman - Lost
>>>>> Opportunity Washington Hospital Red: the Client has been lost Resolved
>>>>> and saved green Sophia Altman cheetah Service Issue Client chose
>>>>> another home care agency that responded quicker. We responded in 1 hour and
>>>>> 45 minutes. This was a hospice patient and required a fast start. Left
>>>>> the door open with the client for follow up on satisfaction of services
>>>>> with other provider. Followed up with referring case manager. This was her
>>>>> first time referring to us. Other Yes 1 0 0 $52,487.00
>>>>> 1/25/2023 New Jersey and Pennsylvania Southern NJ Gerald Saluti Suguna
>>>>> Gudapati - Service failure Always Responsive Home Care Red: the
>>>>> Client has been lost Resolved and saved green Suguna Gudapati Elephant Unable
>>>>> to Staff Client originally wanted M-Su 8a-12p with SOC for 1/25 and
>>>>> we couldn't staff the case. Client agreed to significantly more hours to
>>>>> try and help get it staffed M-Su 8a-8p. We still can't staff the case for
>>>>> 1/26 I was able to refer the case to another home care company and
>>>>> get services for the client Ended service No 0 0
>>>>> 1/26/2023 Southern States Atlanta Wesley Causey Peachtree Hills Place Peachtree
>>>>> Hills Place 10/28/2022 Red: the Client has been lost Pending orange Mary
>>>>> Ann Whitaker Elephant Service Issue caregiver issues with Makayla
>>>>> Murray: clock in/out issues, not showing up to work or showing up for a few
>>>>> minutes and leaving (an email has already been sent to the caregiver
>>>>> ambassadors addressing this issue) Mrs. Whitaker's POA has cancelled
>>>>> services wi Issued credit from 12/26, to the family for all care
>>>>> billed. Triff and myself will be going out there to apologize and let them
>>>>> know that is not how we operate and that we have separated with that
>>>>> caregiver. Ended service Yes 35 0 0 $2,000,180.89
>>>>> 1/27/2023 New Jersey and Pennsylvania Bergen Tracy Fishel Anacaona
>>>>> Izquierdo- Service Incident Type The Valley Hospital Red: the Client
>>>>> has been lost Pending orange Anacaona Izquierdo turtle Unable to Staff Family
>>>>> made other arrangements for CG this weekend because we just staffed the
>>>>> case 12-26 and they couldn't wait. No 8 0 0 $37,007.13
>>>>> 1/27/2023 New Jersey and Pennsylvania Central NJ Rachael McKinney Mary
>>>>> Gaffney staffing Caring Choices Care Management 7/29/2022 Red: the
>>>>> Client has been lost Pending orange Mary Gaffney Elephant Service
>>>>> Issue staffing manager, Camille, emailed the GCM this email Monday:
>>>>> Hi all, I don't know what to do with this case, this is the second
>>>>> caregiver I tried to replace Mitzie and it's not working out two Sunday's
>>>>> in a row the caregiver canceled. The shift was canc lead staffing
>>>>> manager found another replacement, and I let gcm know Wednesday, but it was
>>>>> too late family already requested she get them another agency. Ended
>>>>> service No 6 0 0 $675,784.79
>>>>>
>>>>> On Tue, Jan 24, 2023 at 2:29 PM Keri Thrush <kthrush@thekey.com>
>>>>> wrote:
>>>>>
>>>>>> Hello, all.
>>>>>>
>>>>>> As a reminder, Service Quality has officially launched their support
>>>>>> for Service Level Interventions (SLI) on 1/16. As a part of our support, we
>>>>>> will be providing a weekly (Monday - Sunday billing period) SLI snapshot
>>>>>> for all red at-risk accounts. For this first snapshot below, we decided to
>>>>>> go back one week from our launch date (1/9-1/22). As your new partners,
>>>>>> Service Quality is kindly requesting a meeting in order to discuss each
>>>>>> account and determine next steps. Please lookout for calendar invites
>>>>>> shortly.
>>>>>>
>>>>>>
>>>>>> SLI Created Date Office Region of the Client Office Location of the
>>>>>> Client Service Level Intervention: Created By Service Level
>>>>>> Intervention: Service Level Intervention Name Referral Account:
>>>>>> Account Name Start of Care Date Status of the Client Relationship Status
>>>>>> of the Referral Acct Relationship Client Name Stated Animal Kingdom
>>>>>> from Opportunity What intervention has been done or plan Describe
>>>>>> details of Service Incident Client Response to Service Failure
>>>>>> 1/9/2023 New Jersey and Pennsylvania Southern NJ Kaitlin Feola William
>>>>>> Burnett- Unable to staff Friends Life Care Red: the Client has been
>>>>>> lost Pending William Burnett Asked to set up call with Friends Life
>>>>>> Cares case managers to share service area and what TheKey can provide for
>>>>>> their clients in NJ. FCL referred this case to us, after
>>>>>> hospitalization we did not have a live-in caregiver available by tentative
>>>>>> discharge date. Hospital was willing to hold on to client until live-in was
>>>>>> available. Bayada was providing hospice services and staffed a careg
>>>>>> Other
>>>>>> 1/10/2023 Texas San Antonio Shelly Arsate Arsate Patricia
>>>>>> Corletta-Staffing issues Encompass Health Rehabiliation Hospital of
>>>>>> San Antonio 1/10/2023 Red: the Client has been lost Resolved and
>>>>>> saved Patricia Corletta Cheetah CSM involved and helped staffing
>>>>>> resolve issue Caregiver was instructed by staffing to report to
>>>>>> residence instead of the hospital when in fact the client asked for
>>>>>> transportation from the hospital . Notified the case manager that the
>>>>>> caregiver was going to be late. CG was at least one hour late. I
>>>>>> Other
>>>>>> 1/10/2023 Pacific Northwest Lake Oswego Stephanie Johnsen Unable to
>>>>>> Staff- Laurel Parc at Bethany Laurel Parc at Bethany Village Red:
>>>>>> the Client has been lost Resolved but lost Toshio Inahara Increased
>>>>>> focused recruiting efforts Unable to staff this referral account
>>>>>> lead. There were no caregivers available to meet the client needs.
>>>>>> 1/11/2023 NC and SVA Seniorcorp VAB Lisa Knorr Willow Creek ILF Willow
>>>>>> Creek Gracious Retirement Living Red: the Client has been lost
>>>>>> Pending Peggy Cullipher Client called with URGENT needs on Friday -
>>>>>> I gathered the information - passed is along to Judie Care Solutions
>>>>>> Manager, Scheduling Team and VB Office - they weren't able to find a care
>>>>>> giver until 10am on Monday -- client started with a competitor Ended
>>>>>> service
>>>>>> 1/11/2023 Texas Anderson Mill John Potocki Mary Carol Walker Central
>>>>>> Texas Rehabilitation Hospital 12/9/2022 Red: the Client has been lost Resolved
>>>>>> and saved Marycarol Walker Elephant Sara Marrow and I plan to meet
>>>>>> with the ED, and address any concerns. Clients son reported the ED
>>>>>> of the community she lived in reported our overnight staff not staying in
>>>>>> the room with his mom, but rather hanging out in the dining room. She is a
>>>>>> high fall risk. The son said we've had some high quality caregivers, but
>>>>>> some Ended service
>>>>>> 1/12/2023 New Jersey and Pennsylvania VNA Gerald Saluti James
>>>>>> Truncer - Service Failure VNA Health Group- Monmouth 1/10/2023 Red:
>>>>>> the Client has been lost No Impact James Truncer Bee Even though the
>>>>>> CG was asked to leave, initially the client indicated that they understood
>>>>>> the difficulty in finding the right match with a CG. The client's family
>>>>>> emailed the office 12:35am on 1/11/23 that they didn't want to try with a
>>>>>> different CG and The client originally asked for a female CG and the
>>>>>> case was hourly. Before the SOC client asked for a live in instead. We were
>>>>>> able to staff with a male live in (client was informed before hand and
>>>>>> agreed). 6 hrs into the first shift the client claimed t Ended
>>>>>> service
>>>>>> 1/12/2023 Texas Fortworth Fred Montoya Frances Goelz Sunrise Home
>>>>>> Health - NFW Red: the Client has been lost Resolved and saved Frances
>>>>>> Goelz Had scheduled an assessment 7 days in advance the day of the
>>>>>> assessment Shannon said they were not in our service area. When I checked
>>>>>> the zip it showed half my territory half HCA protected. Shannon was told
>>>>>> not do do the assessment by Matt and Coddye. I Ended service
>>>>>> 1/13/2023 New Jersey and Pennsylvania Southern NJ Gerald Saluti Lawrence
>>>>>> Richmond - unable to staff Monmouth Medical Center Red: the Client
>>>>>> has been lost Resolved and saved
>>>>>> Lawrence Richmond
>>>>>> I was able to refer the client to another home care agency that I
>>>>>> have a referral relationship with. The client thanked me for all the hard
>>>>>> work from TheKey employees Unfortunately we were unable to staff
>>>>>> this case. The client was patient (we tried for multiple weeks) and
>>>>>> satisfied with our efforts. We need more CG's in the Shrewsbury area. Ended
>>>>>> service
>>>>>> NC and SVA Seniorcorp VAB Andrew Mace Lost 24/7 unable to staff Westminster
>>>>>> Canterbury at Home Red: the Client has been lost Pending Reid Irvin Unable
>>>>>> to staff 24/7 referral - lost to competitor
>>>>>> NC and SVA Seniorcorp VAB Lisa Knorr Chesapeake Regional Hospital Chesapeake
>>>>>> Regional Hospital 7/1/2021 Red: the Client has been lost Pending Barbara
>>>>>> Anne Foster Turtle Dave and Leadership Team declined patient due to
>>>>>> opportunity - location - staffing avail in the area, other client starts
>>>>>> and shift frequency were all factors
>>>>>> 1/16/2023 New York Suffolk Danielle Barbieri Eugenia Raio Burner Law
>>>>>> group Red: the Client has been lost Resolved and saved
>>>>>> Eugenia (Jeanne) Raio
>>>>>> Clients dughter felt we were priced to high and did not hire us for
>>>>>> care. Other
>>>>>> 1/16/2023 New York Suffolk Danielle Barbieri Jim Scully Aging
>>>>>> Flower, LLC Red: the Client has been lost Resolved and saved Jim
>>>>>> Scully Family did not want to pay our prices, said tey got cheeper
>>>>>> prices from other agencies and private CG. Other
>>>>>> 1/16/2023 New York Suffolk Danielle Barbieri Patricia Rotella Gurwin
>>>>>> Jewish Nursing And Rehabilita Red: the Client has been lost No Impact Patricia
>>>>>> Rotella Family found a private CG did not want to pay our prices.
>>>>>> 1/16/2023 New York Suffolk Danielle Barbieri Howard Doppel Acadia
>>>>>> Center for Nursing & Rehabilitation Red: the Client has been lost Resolved
>>>>>> and saved Howard Doppel We will call back to see how client is doing
>>>>>> and if any changes have been made. Client needed 2X12, we did not
>>>>>> have the caregivers and the family felt our pricing was too high.
>>>>>> Other
>>>>>> 1/16/2023 New York Suffolk Danielle Barbieri Joseph Scioscia Westhampton
>>>>>> Care Center Red: the Client has been lost Resolved and saved Joseph
>>>>>> Scioscia 2X12 care, they felt we were too expensive. Went with
>>>>>> another agency.
>>>>>> 1/16/2023 New Jersey and Pennsylvania Southern NJ Gerald Saluti Marilyn
>>>>>> Baldi - Unable to staff VNA Health Group- Monmouth Red: the Client
>>>>>> has been lost No Impact Marilyn Baldi The client has been referred
>>>>>> to another Home care agency Client wanted M-F & Sunday 10am-2pm, in
>>>>>> Tinton Falls. We made numerous attempts to staff this case but were
>>>>>> ultimately unsuccefull Ended service
>>>>>> 1/16/2023 New Jersey and Pennsylvania Central NJ Rachael McKinney Holiday
>>>>>> no new cases Sunrise of Basking Ridge Red: the Client has been lost Resolved
>>>>>> and saved Michael Colonna Potential client called and spoke to care
>>>>>> solutions on 12/30, we were told by operations we couldn't take any new
>>>>>> clients during holidays so had to tell client we couldn't start asap,
>>>>>> possibly next week. She got other coverage but keep us as back up. Foun
>>>>>> 1/16/2023 New York Suffolk Danielle Barbieri Anna DiBella Carillon
>>>>>> Nursing and rehab Red: the Client has been lost Resolved and saved Anna
>>>>>> Di Bella Clients family found another agency who was cheeper. Other
>>>>>> 1/16/2023 New York Suffolk Danielle Barbieri Virginia Messing Momentum
>>>>>> at South Bay for Rehabilitation and Nursing Red: the Client has been
>>>>>> lost Resolved and saved Virginia Messing Client found a cheeper
>>>>>> agency. Other
>>>>>> 1/16/2023 New York Suffolk Danielle Barbieri John Regan The Village
>>>>>> Walk of Patchogue Red: the Client has been lost Resolved but lost John
>>>>>> Regan Client felt our price was too expensive, they hired privately.
>>>>>> 1/16/2023 New York Suffolk Danielle Barbieri Vivian Lemorocco The
>>>>>> Hamlet Rehabilitation and Healthcare Center at Nesconset Red: the
>>>>>> Client has been lost Resolved and saved Vivian Lemorocco We will
>>>>>> call back to check on the client see if there has been any changes. Clients
>>>>>> family was given cheeper quotes from other agencies ($30/$32). Family
>>>>>> called us stating that they were having family care for client and were not
>>>>>> going to hire us.
>>>>>> 1/16/2023 New York Suffolk Danielle Barbieri Ruth Debeer Community
>>>>>> Care - Danielle Red: the Client has been lost No Impact Ruth DeBeer found
>>>>>> another care giver to care for client.
>>>>>> 1/17/2023 Greater LA NorLA Raquel Hernandez James Larry McAllister
>>>>>> *intake delay/lost to competitor RubyCare Senior Living Advisors -
>>>>>> Plano 11/17/2021 Red: the Client has been lost Resolved and saved Test
>>>>>> Lead Megan spoke to referral account and confirmed they will
>>>>>> continue to use our agency and will call Megan first in the future to
>>>>>> ensure timely follow up We took too long to reply to the client to
>>>>>> make initial contact and schedule assessment so they went with another
>>>>>> agency Other
>>>>>> 1/17/2023 Southern States Grand Strand Kelli Jayroe Jim Casterline
>>>>>> service failure Portside at Grande Dunes 1/3/2023 Red: the Client
>>>>>> has been lost Resolved and saved Jim Casterline Bee spoke to the
>>>>>> daughter, she was completely fine and said it happens. Spoke to the
>>>>>> referral account, Cat said he probably washed it himself and blamed the CG. CG
>>>>>> was not a good fit. According to the client, CG washed his wallet and did
>>>>>> not tell him.
>>>>>> 1/18/2023 New York Suffolk Danielle Barbieri Stanley Reyen Luxor
>>>>>> Nursing & Rehabilitation at Mills Pond Red: the Client has been lost Resolved
>>>>>> and saved Stanley Reyan Client looking for 4-5 hours 5 days a week
>>>>>> in Rocky Point. Office unable to staff. Other
>>>>>> 1/20/2023 New Jersey and Pennsylvania Southern NJ Gerald Saluti Patricia
>>>>>> Kildosher - Unable to staff VNA Health Group- Monmouth Red: the
>>>>>> Client has been lost Resolved and saved Patricia Kildosher I
>>>>>> referred the client to another home care agency that refers cases to me SOC
>>>>>> was for 1/20 originally, we couldn't staff, client agreed to wait until
>>>>>> 1/23 M-W-F 10am-2pm and we were still unable to staff Other
>>>>>> 1/20/2023 Pacific Northwest Puget Sound Rafael Laserna John Collins-
>>>>>> No answer at office. Lost lead. MD Anderson Texas Medical Center
>>>>>> 4/3/2017 Red: the Client has been lost No Impact John Collins Rafael
>>>>>> will reach out to client to salvage and will research who the case manager
>>>>>> is and will provide update. No answer from office. Client needed
>>>>>> services as soon as possible and client went with another company for
>>>>>> transportation from the hospital. Other
>>>>>> Thank you,
>>>>>>
>>>>>> Keri Thrush
>>>>>> Director of Service Quality
>>>>>> * Please note my email has changed: *
>>>>>> kthrush@thekey.com <https://brand.thekey.com/esg/kthrush@thekey.com>
>>>>>> (650) 338-4375 Ext. 124375
>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>
>>>>>