--0000000000000fc8a705e19395f6 Content-Type: text/plain; charset="UTF-8" Hi there Yeah I discussed this with our team. This has been a long-standing Client with us and they cut down their hours significantly during covid. We had a stable team with them for years then during OMICRON, we had to send new caregivers as some of the regular team didn't want to keep them on as they were staying in a facility. This facility also had an outbreak so that spooked a bunch of caregivers. In addition, usually our case manager does an orientation with any new caregivers starting with this Client but we had to do it over the phone because of covid. I think this was a huge change for the family as they had the same team of caregivers for years so having to deal with new faces as a result of covid didn't make the daughter happy. Shiella was checking in with them all throughout though but they never shared any of this displeasure with us. On Thu, Jun 16, 2022 at 9:54 AM Timothy Thomas wrote: > Hi Carolina, > > I have to provide updates on low medallia scores. Can you tell me what the > story is with this client > > 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 look > after our parents. While they are not at all bad, neither are they all very > 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. > > -- > Tim Thomas > Head of Canada Division > *Please note my email has changed:* > tt@TheKey.com > (514) 591-9387 > TheKey.com > [image: TheKey] > -- Carolina Orosa President and Chief Operating Officer Home Care Assistance 1861 Marine Drive, West Vancouver, BC V7V1J7 ph: (778) 279-3634 fax: (778) 279-3635 website: *www.homecareassistancevancouver.ca * https://www.youtube.com/watch?v=RX_4cCVybg8 --0000000000000fc8a705e19395f6 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi there Yeah I discussed this with=C2= =A0our team. This has been a long-standing Client with us and they cut down= their hours significantly during covid. We had a stable team with them for= years then during OMICRON, we had to send new caregivers as some of the re= gular team didn't want to keep them on as they were staying in a facili= ty. This facility also had an outbreak so that spooked a bunch of caregiver= s. In addition, usually our case manager does an orientation with any new c= aregivers starting with this Client but we had to do it over the phone beca= use of covid. I think this was a huge change for the family as they had the= same team of caregivers for years so having to deal with new faces as a re= sult of covid didn't make the daughter happy. Shiella was checking in w= ith them all throughout though but they never shared any of this displeasur= e with us. On Thu, Jun 16, 2022 at 9:54 AM Timothy Th