RE: Weekly Caregiver Exceptions Report

Cathy,

 

You will need to just submit for access, however, make sure you are clicking on your area. If I click on the link for California, I am unable to access, yet I can click on the link for NVA. 

 

Hope that helps,

Kim

 


Kimberly Kranwinkel

Regional Director of Operations

	

Please note my email has changed:


 <mailto:Kimberly.Kranwinkel@TheKey.com> kimberly.kranwinkel@TheKey.com


(301) 767-6622

	

 <https://www.thekey.com/> TheKey.com


 <https://www.thekey.com/> 

 

 

From: Cathy Goffredo <catherine.goffredo@thekey.com> 
Sent: Tuesday, May 24, 2022 10:12 PM
To: Angie Markwell <angie.markwell@thekey.com>
Cc: Kim Kranwinkel <kimberly.kranwinkel@thekey.com>; Timothy Thomas <tt@thekey.com>
Subject: Re: Weekly Caregiver Exceptions Report

 

Angie,

 

Is there more than what is pasted below in this email? I don't see the colors red and yellow. When I click on "view my dashboard" it won't give me access. 


 

Cathy Goffredo

Regional Director PA & NJ

C. 267-406-5844

 


Note my new email address:catherine.goffredo@TheKey.com


 <https://www.thekey.com/> TheKey.com (formerly Daughterly Companions)


 <https://homecareassistance.com/> 

	
	

 

 

On Tue, May 24, 2022 at 6:28 PM Angie Markwell <angie.markwell@thekey.com <mailto:angie.markwell@thekey.com> > wrote:

Hoping you might give me some insight to the concerns that are red or yellow. 

---------- Forwarded message ---------
From: Medallia Feedback <noreply@medallia.com <mailto:noreply@medallia.com> >
Date: Tue, May 24, 2022 at 3:00 PM
Subject: Weekly Caregiver Exceptions Report
To: <angie.markwell@homecareassistance.com <mailto:angie.markwell@homecareassistance.com> >

 




Based on feedback, client and caregiver feedback is separated into 2 separate reports. This caregiver exception report includes all detractor responses organized by division.

 

Share individual responses by sending the response page URL.

 

Email ahodges@thekey.com <mailto:ahodges@thekey.com>  with any issues or questions.

 <https://hca.medallia.com/sso/hca/dashboard.do?v=bgubfimo0G5kt0ZLItkgw-ib2dP9ad1oG1-PYfjH4O6PdixXK7UwsOObg9Fq6Ffh7> View My Dashboard 

 


Division

Business Unit Field

Responsedate

Link to Response

Main Score


Canada 

Toronto 

5/18/22 7:37 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=75387>  

2 


Reason for CG NPS Score 

Lack of consistency in the office .their is always a change new # never sure who to contact ,never get a respond back asap.when u need the hours or place u need u don't get it.they give u diffrent hours then u wanted and farther places u can't take .wanting an 8 hour shift a day and getting less 


Canada 

Toronto 

5/23/22 1:07 PM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=76469>  

1 

				


Reason for CG NPS Score 

No enough shifts. 


Canada 

Toronto 

5/23/22 8:43 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=76472>  

6 

				


Reason for CG NPS Score 

Lack of benefits. 


Canada 

Toronto 

5/19/22 7:10 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=77160>  

6 

				


Canada 

Toronto 

5/20/22 8:24 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=77431>  

6 

				


Reason for CG NPS Score 

Low income. 


Central 

Nebraska 

5/20/22 6:48 PM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=76009>  

2 

				


Reason for CG NPS Score 

Not properly trained for clients. Not having a regular schedule 


Central 

San Antonio 

5/21/22 8:04 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=76185>  

5 

				


Reason for CG NPS Score 

Maybe you have an easier time if you’re Hispanic. I’m going to the FBI and report the malicious derailing. My crime is I’m born white. My boss, GOD love her really , there’s a seat in heaven for her working so diligently trying to keep her office functioning properly and trying her best to provide lucrative scheduling. What’s going on is far beyond her realm of capability. I trust she’ll be like me and always aim for excellence. I’m fighting to overcome hardships and the anger I don’t dare unleash? The sabotaged assignments really need looking into by authorities and at the same time those fellow employed need to understand it’s not fun nor funny to put anyone through the torment a... 


Central 

Houston 

5/18/22 5:51 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=76646>  

2 

				


Reason for CG NPS Score 

The important thing is to do my best to my clients. 


Central 

Houston 

5/19/22 7:12 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=77346>  

5 

				


Reason for CG NPS Score 

Because you people pay is low. 


Central 

Nebraska 

5/22/22 10:07 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=78040>  

6 

				


Central 

Houston 

5/24/22 10:37 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=79353>  

0 

				


Reason for CG NPS Score 

The pay is horrible: no bonuses or raises, office staff are very unprofessional: will not return call, texts, emails, nor voicemails. 


N California 

Los Gatos 

5/20/22 4:12 PM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=73948>  

1 

				


Reason for CG NPS Score 

The office staff is very unorganized. I even had some of the office staff ask me to take care of a patient for 1 day in a city located two and a half hours away from me. I also have had them call me for work 7 times even though I put in a formal leave of absence due to a foot injury. I am not supposed to return to work before June 17th unless my Doctor releases me. Why do they not read the notes before calling their employees? 

My most recent client with dimentia went without groceries for at least 2 days even after I messaged the office staff to let them know whoever was filling in for me needed to make sandwiches and leave them in the refrigerator for the client. 

When I went back... 


N California 

The Peninsula 

5/18/22 1:16 PM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=73967>  

3 

				


Reason for CG NPS Score 

Hard to reach staff members when there is a need to be done. 
Leaving messages to call person and keeps saying that she or he will forward the message to the person or department convern and no one return calls. After the name was changed to THE KEY it became harder to get in touch with anyone. . 


N California 

East Bay 

5/18/22 10:52 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=75257>  

5 

				


Reason for CG NPS Score 

Not been able to get a stable job after been with the company for three years. Just feel like I’m a fill person. No job for two months and I have benefits to be paid. Don’t work on Sundays but yet that’s the job you are been offered 


N California 

East Bay 

5/21/22 7:54 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=75543>  

4 

				


Reason for CG NPS Score 

Not enough support, from the upper management or caseworkers. Also the pay to the caregivers doesn't seem fair for what they get from their clients. 


N California 

East Bay 

5/18/22 11:38 PM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=76726>  

1 

				


Reason for CG NPS Score 

Lack of communication between scheduling managers and caregivers. Low wages, and sick time hours 


N California 

The Peninsula 

5/19/22 11:19 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=77218>  

1 

				


Reason for CG NPS Score 

No available schedule to work for. 


N California 

Bay Area North 

5/19/22 11:09 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=77226>  

0 

				


Reason for CG NPS Score 

New name now, but previous staff under name HCA demonstrated consistent disrespect to caregivers, the main source of your income. 


N California 

The Peninsula 

5/21/22 4:25 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=77584>  

2 

				


Reason for CG NPS Score 

Nobody to talk to regarding work issues. 


N California 

The Peninsula 

5/22/22 12:51 PM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=78025>  

0 

				


Reason for CG NPS Score 

The pay is to low. Caregivers are not treated with respect. 


N California 

East Bay 

5/24/22 7:19 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=79363>  

4 

				


N East 

NJ 

5/23/22 5:18 PM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=73308>  

0 

				


Reason for CG NPS Score 

No job 


N East 

Northern Virginia 

5/22/22 3:09 PM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=76330>  

3 

				


Reason for CG NPS Score 

The company under pays their employees 


N East 

NJ 

5/23/22 7:16 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=78975>  

5 

				


Reason for CG NPS Score 

Can't recommend higher since I don't know the benefits that TheKey provides. I'm just a customer therefor unable to provide a meaningful response without also understanding the benefits you provide. Thank you 


S California 

Millennia 

5/18/22 9:54 PM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=74855>  

2 

				


Reason for CG NPS Score 

They didn’t investigate the problem I’ve got right away . 


S East 

Atlanta 

5/24/22 11:53 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=79349>  

4 

				


Reason for CG NPS Score 

Instead of offering bonuses for cases, Thekey should pay better wages to their caregivers; especially, to caregivers that are certified by the states they worked in. Certified CNA should at least have a base rate of $17.00 ground, and not make less or the same with non certified Homecare givers. This will improve caregivers jobs performances. 


S East 

Atlanta 

5/24/22 7:36 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=79352>  

6 

				


Reason for CG NPS Score 

I’m working with them and they still have not connected me with a nighttime client again the client I had with them passed away over a month and a half ago and they still have not connected me with a nighttime permanent nighttime client so now I’m gonna have to eventually leave if they can’t get me something 


Southwest 

Central LA 

5/22/22 9:07 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=76363>  

6 

				


Reason for CG NPS Score 

Because some of the staffs managers are not Very nice when we called and asked for help or called for a emergency something they don’t answer the called or they give you a attitude 


Southwest 

San Diego 

5/20/22 6:36 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=76994>  

2 

				


Reason for CG NPS Score 

Office is lacking of communication skills . When you call the office always answer the answering service ., 


Southwest 

NorLA 

5/19/22 5:13 PM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=77289>  

5 

				


Reason for CG NPS Score 

They don't seem to have enough part-time jobs for people. They do have a lot of 
fill-in but not ongoing part-time jobs, which is what i was told when I starteed 
working there. MISREPRESENTATION for some reason. 


Southwest 

Central LA 

5/19/22 10:29 AM 

Go to Response <https://hca.medallia.com/sso/hca/respInvForm.do?surveyid=77295>  

5 

				


Reason for CG NPS Score 

The communication process needs a little bit of work