--0000000000004495a705ebf879ce Content-Type: text/plain; charset="UTF-8" Hi Tim, It was great connecting with you today. Confirming that our discussion is in regards to conversations I've had with Winnipeg client Vaughn's daughter. I marked this detractor as unsuccessful as we previously completed 4 calls with no success in reaching. Daughter call me last week to discuss concerns. After two conversations with her -- she is one that listed many concerns - a little bit of a rant so this week I asked her to clearly share specifics of concerns so that we can take this as action items. Her main concerns are: 1) she does not get responses from local office members 2) she has repeated billing concerns where checks are sent but not applied or do not reflect on account/invoices 3) hours have gone unstaffed -- she specifically mentions unstaffed shifts for over four months --- She is aware that I plan to bring this to leadership attention (call with you today). She does appear as one that may be very difficult to meet expectations. She did share some examples where caregivers should not wear perfume, yet we sent someone who was bathed in perfume. You mentioned this may be a case your team is familiar with -- high caregiver churn and a hoarding situation. --- I will be giving her a call by the end of week to let her know that we met and that you are then meeting with your team. I would like to involve you and identified team member in completing a care meeting with her. Thank you On Wed, Sep 14, 2022 at 3:22 PM Medallia wrote: > Client Name: Barb Vaughan > > > CC ID: 1000000000012039 > > Primary Contact: Devora "Dev" Chepil > > PC Contact Info: devvaughan@hotmail.com / +2048062471 > > Survey Delivery: Email > > > Division: Canada > > Business Unit: Winnipeg > > Tenure: More Than 52 Weeks > > Actual Customer Segment: Elephant > > Stated Customer Segment: > > > > Survey: Relationship 2 > > Main Score: 0 > > Comments: They are unable to fill most shifts and erase shifts from > schedule instead of leaving the unfilled. We have constant billing issues. > Example In the first week of August we paid for 2 invoices the cheques were > cashed but the invoices were left as overdue for more than a month. When I > noticed the invoices were marked as overdue I reached out but got no > response. My husband also reached out and Sent a copy of the original email > to all office staff. The response time was still unreasonable. We have not > had updates on staffing issues. > > > Please click here to see the full survey response and learn more about the > client: https://hca.medallia.com/hca/respInvForm.do?surveyid=137655 > --0000000000004495a705ebf879ce Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Tim, It= was great connecting with you today. Confirming that our discussion is in = regards to conversations I've had with Winnipeg client Vaughn's dau= ghter. I marked this detractor as unsuccessful as we previously= completed 4 c