--00000000000060b73605eb43bafb Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Keri, We actually spoke about this client in our morning meeting today. Robert is a friend of Doreen's and started care very last minute in an emergency state. We did explain that we would be able to put a more permanent team in place in the coming days but that due to the sudden nature of his start we had only a few caregivers available albeit not the perfect fit for Doreen. Robert is certainly very stressed and we have been given the impression that his expectations were that all his problems would go away the second we started care. In our meeting today it was discussed with our Client Success Managers the importance of managing expectations and also working diligently to ensure we do get a permanent team in place as soon as possible. We have every confidence things will settle down and with the right team he will see how amazing HCA can be. We won't let this client down, we just needed a few days to get things going for him. Please let me know if he offers anything else that I can address or if you want me to reach out personally. Cheryl On Mon, Oct 17, 2022 at 5:23 PM Keri Thrush wrote: > Hi, Cheryl! > > Passing off to initiate next steps of pulling in stakeholders. > > Thank you, > > On Mon, Oct 17, 2022 at 7:57 AM Medallia wrote= : > >> Client Name: Doreen Lowbridge >> >> CC ID: 1000000000042782 >> >> Primary Contact: Robert Munton >> >> PC Contact Info: robertmunton@bell.net / +2892424224 >> >> Survey Delivery: Email >> >> >> Division: Canada Business Unit: Toronto Tenure: Less Than 4 Weeks Actual >> Customer Segment: Elephant Stated Customer Segment: Elephant Survey: SOC >> Survey 1 Main Score: 5 Comments: Dianne is very competent, friendly but >> still unable to get Doreen to comply, Hygiene is still a very serious is= sue >> with Doreen who has a UTI - now no shower or sponge bath since Sept 28th >> Ola was very quiet & we question her experience. She was unable to get >> Doreen to comply. Ola interrupted a phone call with me which angered Dor= een >> Inconsistent PSW supply with =E2=80=9Cno shows=E2=80=9D and we were prom= ised experienced >> attendees with cognitive assist training Please click here to see the fu= ll >> survey response and learn more about the client: >> https://hca.medallia.com/hca/respInvForm.do?surveyid=3D151881 >> > --=20 *Cheryl Cartwright* *Regional, Client Success, Canada * Home Care Assistance Office: 416-488-8777 Toronto, ON (EST) torontohomecareassistance.ca --- Read Our Testimonials Join Our Newsletter We Are Hiring! Champions of Longevity ccartwright@homecareassistance.com --00000000000060b73605eb43bafb Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Keri, We actually spoke about this c= lient in our morning meeting today. Robert is a friend=C2=A0of Doreen's= and started care very last minute in an emergency=C2=A0state. We did expla= in that we