--0000000000005ac64405e1896d0b Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Would love to know more about the situations listed. ---------- Forwarded message --------- From: Medallia Feedback Date: Tue, Jun 14, 2022 at 8:00 AM Subject: Weekly Client Exceptions Report To: Based on feedback, the referral account name and owner are now included in the report. The report is longer than normal because significantly more surveys were sent the week of 5/30. The report will return to the standard length the week of 6/20. Email ahodges@thekey.com with any issues or questions. View My Dashboard Division Business Unit Field Referral Account Name Referral Account Owner Responsedate Link to Response Main Score 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. Central St. Louis BJC Barnes-Jewish Hospital Zack Brandmeyer 6/8/22 7:04 AM Go to Response 2 Reason for Client NPS Score I find the communication to be incredibly poor and disconnected. Additional Feedback My current caregiver is great, but prior to the current caregiver this was not the situation. We went through many caregivers, many of whom were very poor. Central Nebraska Nebraska Acquisition Corporate Team 6/13/22 5:17 PM Go to Response 5 Reason for Client NPS Score In between good and bad. Additional Feedback None at this time. Central Fort Worth HCA office 6/10/22 9:06 AM Go to Response 4 Reason for Client NPS Score Turn over of caregivers is too frequent and without notice to the Client/Family. In one week, the client has had 4 caregivers, and two times a caregiver showed up to the client's house without any notice to the client's family of even the caregiver's name. Admin office doesn't submit required documents to client's long term care insurance agency despite being asked by client's family several times, causing payment delays to the client and TheKey. Central Kansas City Kansas City Hospice Kristina Brown 6/13/22 5:31 AM Go to Response 5 Expectations Met Reason - Client SOC 2 Inaccurate billing and no show Reason for Caregiver Satisfaction Score No show Reason for Office Team Satisfaction Score Very nice and helpful office team Central Kansas City Kansas City Hospice Kristina Brown 6/8/22 10:08 AM Go to Response 4 Expectations Met Reason - Client SOC 2 One care-giver was very helpful. Another care-giver sat on the couch for a majority of the four hours service. Another care-giver was a no-call/no-show. Really like the first care-giver that was helpful ! Reason for Caregiver Satisfaction Score One care-giver was very helpful. Another care-giver sat on the couch for a majority of the four hours service