--0000000000006f2710061d639a32 Content-Type: multipart/alternative; boundary="0000000000006f270f061d639a31" --0000000000006f270f061d639a31 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Beth Ann Rosario *Senior Regional Director Southeast * *919.899.5543* [image: TheKey] ---------- Forwarded message --------- From: Beth Ann Rosario Date: Tue, Jul 16, 2024 at 4:38=E2=80=AFPM Subject: SE FL Recovery Plan To: Chad Everitt CC: Jaime Cittadino , Earl Blair Hi Chad, **Earl will add additional metrics around % reduction in rev from our key referral accounts and reduced leads, he was in the field today and limited access to his commuter but will submit tonight!* Earl, Jaime and myself have formulated the below recovery plan for the decline we are seeing in SE FL so provide context to data and insight to the decline. I have attached the discharge sheet DISCHARGES: Q2 SE FL that goes into detail the reason why clients left. In Q2, we had 32 Tier 1 and Tier 2 client starts across SE FL and had 37 Tier 1 and Tier 2 clients deactivated. The clients on the list who deactivated for reasons outside of mortality and/or moved were contacted by our GM Dawn Peluso directly to touch base with and see if restarting services now or in the future. Of those contacted 2 resumed and the general feedback was clients were satisfied with service and would/will return if there=E2=80=99s a need. The= y ended service and matched their short term intention. At this time, we are taking cheetahs and bees to drive any revenue we can if we are able to staff without constraint. Of those discharged in Q2 3 were related to service failures. 72 discharges: 37 elephants, 17 turtles, 10 cheetahs, 8 bees Discharge Reason Action Resumed Left VM Happy, Would Return Dissatisfied "No Longer Needs Care" 28 calls made by GM 2 6 17 3 Discharge Reason Total Q2 Plans to Return Unsure No Plan to Return Pending Response Moved Out Of Area 11 7 1 2 1 Discharge Total Deceased Moved Out of Area Moved to Facility Improved, Would Return 72 22 11 8 17 Service Failure Finances/Pricing Refused Care Resumed Care 3 8 1 2 Seasonality impacts FL as reflected in the discharge list, of those clients who relocate north in Q2, we anticipate 64% returning. The below chart highlights SE FL decline alongside the company and the uptick compared to the company in the winter months. Implementation of existing client SLA across all sites in SE FL who were not performing under that operational expectations. With the implementation, we are seeing improved intra office communication to reduce service failures and improve cross platform referrals to our skilled nursing business. We have increased hours with several clients by preventing a hospitalization through nursing oversight. Daily stand ups to review client experience and opportunities for improvement have improved cohesiveness between leadership, CSM, and CGM. There are several operations team members being placed on corrective actio