--00000000000022ba1405ecfbea14 Content-Type: text/plain; charset="UTF-8" Hi, Cheryl! Thanks so much for the thorough follow up, greatly appreciated. Also, thank you and the team for your hard work in trying to save this case. I will consider our efforts closed. On Tue, Nov 8, 2022 at 10:57 AM Cheryl Cartwright wrote: > Hi Keri, > > They canceled services on October 24th. I spoke with James' wife for a > long time about what had happened and to see if there was anything I could > fix it for her. This was their first experience with care and sadly we > delivered a very luke warm experience. > > We had a great caregiver in place and then the client was hospitalized and > when he came out of hospital the caregiver they really liked resigned. We > did replace her shifts with another caregiver they liked but she wasn't > quite able to do the hours the family needed and they felt they had to > compromise too much for our team to be there. > > They did find another agency sorry to say as I really felt had we be given > a tiny bit more time we could have solved all the issues. I've told Jesse > that should she ever wish to try us again she could do so on our dime for > the first shift or two and that we would love the opportunity to show her > what HCA can really do. > > The conversation was very pleasant and ended well but I don't think we > will get them back barring huge service failure with her new agency. > > I apologize, > > Cheryl > > On Tue., Nov. 8, 2022, 2:48 p.m. Keri Thrush, wrote: > >> Hi, Cheryl! >> >> Just checking in to see if there are any updates on Jim? My follow up is >> scheduled with Jesse tomorrow. >> >> On Mon, Oct 24, 2022 at 12:51 PM Keri Thrush wrote: >> >>> Hi, team! >>> >>> I was able to speak with Jesse this morning briefly. The details of our >>> call are below. >>> >>> - She acknowledged that this is the beginning of a relationship and >>> a learning curve >>> - She mentioned understanding caregiver expectations around giving >>> their phone numbers would be helpful >>> - There are some PT videos that she wanted to share with the >>> caregivers through email or cell number and the caregivers were >>> hesitant due to being unsure about the rules. I told Jesse that her case >>> manager will be communicating with her on how to accomplish this and will >>> also be communicated to caregivers >>> - She mentioned that she does not have a direct number to reach her >>> case manager and that it would be helpful to have vs a general line >>> >>> I committed to following up with Jesse in two weeks and will reach out >>> prior to. Please let me know if you have any questions. >>> >>> Thank you, >>> >>> On Tue, Oct 18, 2022 at 10:46 PM Keri Thrush wrote: >>> >>>> Fantastic! Thanks, Cheryl! >>>> >>>> On Mon, Oct 17, 2022 at 4:57 PM Cheryl Cartwright >>> ccartwright@thekey.com> wrote: >>>> >>>>> Hi Keri, >>>>> >>>>> Let me look into this a little more. I do know who the client is but I >>>>> want to learn more about these caregiver cancel