Re: Detractor Alert: Fred Winnick CDHC | 1000000000054183

--000000000000d794430600756c32 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Aileen, Thank you for your email. Shawntel, who is the CSM in Calgary speaks to Mr. Winnick regularly. We were aware of the concerns and have done some coaching with the caregiver. In this case it wasn=E2=80=99t a matter of her= now being capable so much as allowing the client to take the lead which the family does not want. Her first shift after the coaching is today and we have a follow up call with Mr.Winnick to see how things went later today. He is very happy with to our services and attentiveness. The score was a reflection of caregiver initiative. Hope this helps, Cheryl On Thu, Jul 13, 2023 at 2:41 PM Aileen Ruffin wrote: > Hi Cheryl, Tim, > > > I am just checking in to see if we have addressed this with the client to > their satisfaction or if you need support in a coordinated response. If > there were any broader service learnings you want me to be aware of > regarding this comment, also please let me know. > > > Including service and Angie for visibility. > > > Thank you! > > > Best, > > Aileen > > > ---------- Forwarded message --------- > From: Medallia > Date: Thu, Jul 13, 2023 at 9:32=E2=80=AFAM > Subject: Detractor Alert: Fred Winnick CDHC | 1000000000054183 > To: Calgary , Calgary , Calgary ahodges@thekey.com> > > > Client Name: Fred Winnick CDHC > > CC ID: 1000000000054183 > > Primary Contact: Rick Winnick > > PC Contact Info: rickwinnick@gmail.com / > > Survey Delivery: Email > > Division: Canada > > Business Unit: Calgary > > Tenure: Less Than 4 Weeks > > Actual Customer Segment: Turtle > > Stated Customer Segment: Turtle > > Survey: SOC Survey 1 > > Main Score: 6 > > Comments: Our caregiver is waiting for instructions and suggesting > anything, my dad is 93 with short term memory loss and needs the > suggestions > > Please click here to see the full survey response and learn more about th= e > client: https://hca.medallia.com/hca/respInvForm.do?surveyid=3D270700 > --000000000000d794430600756c32 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Aileen, Thank you for your email. Shawntel, who is the CSM in Calgary speaks t= o Mr. Winnick regularly. We were aware of the concerns and have done some c= oaching with the caregiver. In this case it wasn=E2=80=99t a matter of her = now being capable so much as allowing the client to take the lead which the= family does not want. Her first shift after the coaching is today and we h= ave a follow up call with Mr.Winnick to see how things went later today.=C2= =A0 He is very happy wit= h to our services and attentiveness. The score was a reflection of caregive= r initiative.=C2=A0 Hope= this helps, Cheryl = On Thu, Jul 13, 2023 at 2:41 PM Aileen Ruffin < aruffin@thekey.com > wrote: Hi Cheryl, Tim, I am just check= ing in to see if we have addressed this with the client to their satisfacti= on or if you need support in a coordi