--000000000000d9b6bf05f392fd50 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks, Cheryl! As always, appreciate you and the team being on top of these issues and working proactively to solve them. On Tue, Jan 31, 2023 at 9:08 AM Cheryl Cartwright wrote: > Hi Keri, > > Just wanted to follow up with you on this. I have spoken with Lucy severa= l > times over the last two weeks and we have begun the process of replacing > her caregiver. Unfortunately, the location is very challenging and so we > have had to post for it. Lucy does know we are working on this and > understands it may take a little longer than normal to reassign. She did > say she has been very happy with HCA and that she feels her caregiver has > just outgrown the case and become bored. > > We did initiate conversations with the caregiver regarding her behaviour > and expectations for engagement, however the client asked that we hold of= f > on "really serious" discussions until after we have reassigned the case. > > Please let me know if you would like to discuss this further, > > Cheryl > > On Mon, Jan 23, 2023 at 12:50 PM Keri Thrush wrote: > >> Hi, Cheryl. >> >> >> Passing off the detractor below in order to initiate next steps and >> contacting the POC directly. Thank you! >> >> On Mon, Jan 23, 2023 at 7:43 AM Medallia >> wrote: >> >>> Client Name: Mary Dy >>> >>> CC ID: 1000000000008437 >>> >>> Primary Contact: Lucy Dy >>> >>> PC Contact Info: lyd1728@gmail.com / +4168398887 >>> >>> Survey Delivery: Email >>> >>> >>> Division: Canada >>> >>> Business Unit: Toronto >>> >>> Tenure: More Than 52 Weeks >>> >>> Actual Customer Segment: Turtle >>> >>> Stated Customer Segment: >>> >>> Survey: Relationship 2 >>> >>> Main Score: 2 >>> >>> Comments: The caregiver we have is just going through the motions. She= =E2=80=99s >>> not engaged and barely does anything outside of her set tasks. She spen= ds >>> half her time staring at her phone. >>> >>> >>> Please click here to see the full survey response and learn more about >>> the client: https://hca.medallia.com/hca/respInvForm.do?surveyid=3D1883= 33 >>> >> > > -- > *Cheryl Cartwright* > *Regional, Client Success, Canada * > Home Care Assistance > Office: 416-488-8777 > Toronto, ON (EST) > torontohomecareassistance.ca > --- > Read Our Testimonials > Join Our Newsletter > > We Are Hiring! > > Champions of Longevity > ccartwright@homecareassistance.com > --000000000000d9b6bf05f392fd50 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks, Cheryl! As always, appreciate y= ou and the team being on top of these issues and working proactively to sol= ve them.=C2=A0 On Tue, Jan 31, 2023 at 9:08 AM Cheryl Cartwright < ccartwright@thekey.com > wro= te: Hi Keri, Just wanted to follow up with you on this.= I have spoken with Lucy several times over the last two weeks and we have = begun the process of replacing her caregiver. Unfortunately, the location i= s very ch