--0000000000007eb15f05f0f9e807 Content-Type: text/plain; charset="UTF-8" Hi Tim, You are aware of the issue and there is a solution in process so I am comfortable that no SLI is needed until further direction is given. I feel there is no need to cause others any further stress or upset. Have a good rest of your day. On Thu, Dec 29, 2022 at 10:44 AM Timothy Thomas wrote: > Thanks Beth. I'm really disappointed in the answering service. They've > caused too many of these issues. It will be addressed today as we reroute > the calls. > > As for the SLI threshold. I haven't heard back from my boss. Will follow > up. > > On Thu, Dec 29, 2022 at 10:03 AM Elizabeth Sparrow beth.sparrow@thekey.com> wrote: > >> Hi Tim, >> >> As you heard in the morning meeting there was a CG no show at Highview >> Residence for a shift. (CG said he tried 2x to call but didn't get a >> voicemail.) >> >> The result was Highview wanted the shift credited but the billing already >> went out for last week so credit was given for the next shift in the >> following week. Highview pushed back on this but seemed to accept. >> >> Normally I would've entered SLI but will not until the dust settles and >> we have a clear definition & process review so there is no further upset. >> >> Have a great day. >> -- >> Beth Sparrow >> Home Care Liaison / Business Development >> *Please note my email has changed:* >> beth.sparrow@TheKey.com >> (226) 771-9243 Direct >> (519) 954-2111 Office 24/7 coverage >> TheKey.com >> [image: TheKey] >> >> > > -- > Tim Thomas > Head of Canada Division > *Please note my email has changed:* > tt@TheKey.com > (514) 591-9387 > TheKey.com > [image: TheKey] > -- Beth Sparrow Home Care Liaison / Business Development *Please note my email has changed:* beth.sparrow@TheKey.com (226) 771-9243 Direct (519) 954-2111 Office 24/7 coverage TheKey.com [image: TheKey] --0000000000007eb15f05f0f9e807 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Tim, You are aware of the issue and = there is a solution=C2=A0in process so I am comfortable that no SLI is need= ed until further direction is given. I feel there is no need to cause other= s any further stress or upset.=C2=A0 Have a good r= est of your day. On Thu, Dec 29, 2022 at 10:44 AM Timothy Thomas < tt@thekey.com > wrote: Thanks Beth. = I'm really disappointed in the answering service. They've caused=C2= =A0too many of these issues. It will be addressed today as we reroute the c= alls.=C2=A0 As for the SLI threshold. I haven't hear= d back from my boss. Will follow up. On Thu, Dec 29, 2022 at 10:03 AM = Elizabeth Sparrow < beth.sparrow@thekey.com > wrote: Hi Tim, As you heard in the morning meeting there was a CG no show at Highview Re= sidence for a shift.=C2=A0 (CG said he tried 2x to call but didn't get = a voicemail.) The result was Highview wanted the s= hift credited but the billing already went out for last week so credit was = given for the next shift