--000000000000216d8805e196790c Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Angie, I discussed this Kenworthy (NJ) client this week on our call with the whole team. Carol the daughter is pretty vocal and we are staying in regular contact with her. The area is challenging to staff. Jon thinks he may have a new caregiver to try. Any client that is scoring low will continue to stay in our active client discussions until they are resolved. *Cathy Goffredo* Regional Director PA & NJ C. 267-406-5844 *Note my new email address:cathy.goffredo@TheKey.com* *TheKey.com * [image: TheKey] On Thu, Jun 16, 2022 at 12:54 AM Angie Markwell wrote: > Would love to know more about the situations listed. > > ---------- Forwarded message --------- > From: Medallia Feedback > Date: Tue, Jun 14, 2022 at 8:00 AM > Subject: Weekly Client Exceptions Report > To: > > > Based on feedback, the referral account name and owner are now included > in the report. > > The report is longer than normal because significantly more surveys were > sent the week of 5/30. The report will return to the standard length the > week of 6/20. > > Email ahodges@thekey.com with any issues or questions. > View My Dashboard > > > Division Business Unit Field Referral Account Name Referral Account Owner > Responsedate Link to Response Main Score > > Canada > Vancouver > Google > 6/8/22 11:36 AM > Go to Response > > 5 > Reason for Client NPS Score > We have had satisfaction with about 50% of the caregivers sent out to loo= k > after our parents. While they are not at all bad, neither are they all ve= ry > good. Our satisfaction is really dependent upon the individuals - their > ability to work with our elderly parents who have dementia and who can be > very demanding at times. > Central > St. Louis > BJC Barnes-Jewish Hospital > Zack Brandmeyer > 6/8/22 7:04 AM > Go to Response > > 2 > Reason for Client NPS Score > I find the communication to be incredibly poor and disconnected. > Additional Feedback > My current caregiver is great, but prior to the current caregiver this wa= s > not the situation. > We went through many caregivers, many of whom were very poor. > Central > Nebraska > Nebraska Acquisition > Corporate Team > 6/13/22 5:17 PM > Go to Response > > 5 > Reason for Client NPS Score > In between good and bad. > Additional Feedback > None at this time. > Central > Fort Worth > HCA office > 6/10/22 9:06 AM > Go to Response > > 4 > Reason for Client NPS Score > Turn over of caregivers is too frequent and without notice to the > Client/Family. In one week, the client has had 4 caregivers, and two time= s > a caregiver showed up to the client's house without any notice to the > client's family of even the caregiver's name. > Admin office doesn't submit required documents to client's long term care > insurance agency despite being asked by client's family several times, > causing payment delays to the client and TheKey. > Central > Kansas City > Kansas Cit