--000000000000d2404c05f0729ef4 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi, team! Dev has completed a follow up survey for Barb and provided below are the details. We will allow you to take the lead and determine next steps. Thank you! Client Name: Barb Vaughan CC ID: 1000000000012039 Primary Contact: Devora "Dev" Chepil PC Contact Info: devvaughan@hotmail.com / +2048062471 Survey Delivery: Email Division: Canada Business Unit: Winnipeg Tenure: More Than 52 Weeks Actual Customer Segment: Elephant Stated Customer Segment: Survey: Relationship 2 Main Score: 0 Comments: Does not have a reliable means to get to work. Due to this she misses or shortens shift. Complains about not having money. Does not follow instructions well. Often hard to communicate with. Does not complete everyday tasks on regular basis especially on Fridays. Not physically fit enough to do the job. Within 10 minutes of arriving she wanted to sit to do a task that should have only taken 30 seconds before moving on to the next task. She was not well matched to our needs. Billing errors happen often and take forever to resolve. We have been given an ultimatum to return to direct withdrawal payments with a two day deadline that if we do not allow access HCA will withdraw services. We have been told that these ultimatums come from corporate. Care staff are unreliable and often don=E2=80=99t show= up for shifts. We are often told they are not coming only minutes before their shift is supposed to start. Staff claim they call repeatedly for an hour and a half to two hours prior to their shift starting. It doesn=E2=80=99t s= eem that staff within the office communicate with each other. Please click here to see the full survey response and learn more about the client: https://hca.medallia.com/hca/respInvForm.do?surveyid=3D173237 On Thu, Oct 27, 2022 at 7:09 AM Timothy Thomas wrote: > Hi Aileen, > > I reviewed the report with my team yesterday. > > In fact this is the hoarding client where we have churned through nearly > 50 caregivers since the start date in 2020. The client's daughter does se= em > to suffer from some mental health issues and is very difficult to please. > To her credit, we have been experiencing some billing / payment issues > since the GM resigned and became a consultant. We're in the process of > rectifying this issue and it should be resolved by mid November when our > corporate billing team takes over. In the meantime, I'm overseeing any > client billing inquiries to ensure a speedy resolution. > > We've managed to stabilize the case as of late September with the same > caregiver; however they reached out yesterday to express some concerns > about the work environment. Our client success manager Brian will be maki= ng > another visit tomorrow. > > Stay tuned for more details. > Regards, > Tim > > On Wed, Oct 26, 2022 at 7:35 PM Aileen Ruffin wrote: > >> Hi Tim, >> >> It was great connecting with you today. Confirming that