Re: Service Quality Weekly SLI Snapshot

*SLI Weekly Snapshot (4/10 - 4/16)*

Hello, all!

Provided below is the SLI weekly snapshot for all submissions. Please
lookout for calendar invites shortly. Thank you!

Service Level Intervention: Created Date Office Region of the Client Office
Location of the Client Service Level Intervention: Created By Service Level
Intervention: Service Level Intervention Name Referral Account:
Account Name Start
of Care Date Status of the Client Relationship Status of the Referral Acct
Relationship Status of the Referral Partner Relation Client Name Stated
Animal Kingdom from Opportunity Type of incident Describe details of
Service Incident What intervention has been done or plan Client Response to
Service Failure Is this 1st Service Failure w/REF ACCT Referral Account:
Clients Referred Referral Account: Opportunities Referred Referral Account:
Active Clients Referral Account: growth Month over Month Referral Account:
Lifetime Revenue
4/10/2023 Florida Bradenton Jodi France Regina Johnson - Below minimum
hrs Discovery
Village At Sarasota Bay Red: the Client has been lost No Impact No
Impact Regina
Johnson Service Issue Client was looking for services in a community for
few hours than we are able to provide. They said they would call the other
agency that can see them for 2-3hrs a couple times a week Other No 0 0
4/10/2023 Ohio and Indiana Cleveland Divna Majstorovic Patricia Mocnik Senior
Care Authority- Cleveland 4/8/2023 Green: the Client has been
recovered Resolved
and saved <img src="/resource/Flags/greenflag.png" alt="Green"
style="height:25px; width:25px;" border="0"/> Patricia Mocnik Cheetah Unable
to Staff Referral was received on 4/7 at 1:49pm. CCM conducted virtual
assessment via phone. Consents sent on the morning of 4/8 for signature.
Services began from 8p to 8a on 4/8 because we were unable to staff day
shifts. Referral account was notified and wi Other Yes 0 0 $5,441.13
4/10/2023 Florida Bradenton Jodi France Jean Laumann - Unable to Staff Trilogy
Home Health Bradenton Red: the Client has been lost No Impact No Impact Jean
Laumann Unable to Staff Client needed 24/7 care over the weekend while they
were in the ER. I called and spoke with Dawn on Friday an she said we did
not have the staff or time to cover the case at this time. Yes 0 0
4/10/2023 Pacific Northwest Centennial Laura Kneeskern Frank
Miyazawa-Unable to Staff CarePatrol Central Denver 3/27/2023 Yellow: the
Client is recoverable with an intervention No Impact No Impact Frank
Miyazawa Turtle Unable to Staff This Lakewood client signed with us under
long term intent however we have struggled to staff their location and this
is why it is now reflected as a Bee. Daughter Aimee recently rated us 4/10
on Medallia due to lack of ability to staff, poor communicatio Potentially
ending service Yes 0 0 $38,714.59
4/10/2023 Bay Area The Peninsula Deanne Belcher Lois Scampini-End of
service d/t rate hike Sequoia Hospital 8/2/2022 Red: the Client has been
lost Resolved but lost <img src="/resource/Flags/redflag.png" alt="Red"
style="height:25px; width:25px;" border="0"/> Lois Scampini Bee
Pricing Client's
POA was not pleased with the rate increase and shopped round and has taken
the entire case to Visiting Angels who is providing care for $768/day Discussed
with POA and with operations. No chance to save the case d/t rate change. Ended
service No 166 0 0 $4,349,003.47
4/10/2023 Bay Area The Peninsula Deanne Belcher Sonya Basegio-end of care
with rate increase Sequoia Hospital 3/22/2020 Red: the Client has been
lost Resolved
and saved <img src="/resource/Flags/greenflag.png" alt="Green"
style="height:25px; width:25px;" border="0"/> Sonya Basegio Elephant
Pricing Son
decided to end care and chose another provider after receiving rate
increase in March. Ended service No 166 0 0 $4,349,003.47
4/10/2023 Bay Area The Peninsula Deanne Belcher Judith Jones-Service
Failure Sequoia
Hospital 4/7/2023 Orange: the Client has paused or lowered services No
Impact No Impact Judith "Judy" Jones Elephant Service Issue Client was
brought home from Sequoia Hospital with 24/7 care starting 4/7. Daughter
went over to visit on 4/9 and immediately was overcome with natural gas
smell in the house. Asked Josephine CG who was there who said that she
smelled it to that was why s Attempt at a comp shift. SMs going to speak
with CGs Lowered hours No 166 0 0 $4,349,003.47
4/10/2023 Bay Area The Peninsula Deanne Belcher Robert Hess-Going with a
cheaper agency Stanford Hospital 3/17/2023 Red: the Client has been lost No
Impact No Impact Robert Hess Cheetah Pricing Wife is taking client out of
SNF and back home and opting to use a less expensive provider (1+1 Care)
beginning 4/12 Ended service No 418 0 0 $23,166,975.74
4/10/2023 Greater San Diego Palm Desert Doug Huber Caleo Bay Last Minute
Notifications Caleo Bay Asisted Living & Memory Care - Main 3/18/2023 Green:
the Client has been recovered Resolved and saved <img
src="/resource/Flags/greenflag.png" alt="Green" style="height:25px;
width:25px;" border="0"/> Caleo Bay Supplemental Staffing Cheetah Unable to
Staff After the supplemental staffing agreement was put into place, they
were uncertain as to when they would get budget approval to proceed. As
soon as they got the approval, we did a great job of staffing their open
shifts, however there were a couple that we We have since gone in and met
with them and they have been contacted by the CCM and understand the
importance of the surveys to us. I asked that they let us (me) know in
advance of rating us lower, so we have a chance to intervene if possible.
In further Yes 0 0 $3,534.00
4/10/2023 Florida Boca Raton Brie Hurley Fountainview Staffing - Service
Issues Fountainview Five Star Senior Living 11/2/2022 Orange: the Client
has paused or lowered services Pending <img
src="/resource/Flags/orangeflag.png" alt="Orange" style="height:25px;
width:25px;" border="0"/> Fountainview Staffing Cheetah Service Issue
Supplemental
Staffing shifts ordered by ED on WED 4/5:
- 2 for Saturday 4/8 3p-11p
- 1 for Sunday 4/9 7a-3pm
- 2 for Sunday 4/9 3pm-11pm


FRI 4/7 - 10:17 PM ET:
CG Louise Alfred called in stating that she can’t make it to work Saturday.
CG states Some of the issues relating to this service failure surround the
holiday weekend and the difficulty of staffing on Easter weekend. That
said, we will implement the following:


- Ambassadors will reach out to all No Call/No show CG'ers immediately
- Yes 0 0 $17,928.24
4/10/2023 Bay Area The Peninsula Deanne Belcher Complete Senior Living
(Floor Staff)- LVN rate no longer sustainable The Abigail 2/20/2020 Red:
the Client has been lost Resolved and saved <img
src="/resource/Flags/greenflag.png" alt="Green" style="height:25px;
width:25px;" border="0"/> Complete Senior Living (Floor Staff) Elephant Billing
Concern Complete Senior Living utilized LVNs with CNRS, but was never
pleased about the rate. Owner was able to recruit and find staff at a less
expensive rate. Also will be utilizing TheKey CGs as well. Ended service Yes
7 0 0 $426,170.50
4/10/2023 Greater LA Central LA Malakai Maita Avenir- ncns Avenir Memory
Care at Westside 2/17/2023 Green: the Client has been recovered Resolved
and saved <img src="/resource/Flags/greenflag.png" alt="Green"
style="height:25px; width:25px;" border="0"/> Avenir MCWS Supplemental
Staffing Elephant No Call No Show 04/07/23: I reached out to CG Sarai x2
and LVM. I reached out to the overnight CG Gladys Agbedor and CG Gladys was
unable to confirm if CG Sarai had arrived. I reached out to Avenir Memory
Care Westside and Erica answered the line and advised that the CG CG double
booked. Updated community and they were okay without a replacement No 2 0 0
$54,933.44
4/10/2023 Greater LA Central LA Malakai Maita Avenir MC- service issues Avenir
Memory Care at Westside 2/17/2023 Green: the Client has been recovered Resolved
and saved <img src="/resource/Flags/greenflag.png" alt="Green"
style="height:25px; width:25px;" border="0"/> Avenir MCWS Supplemental
Staffing Elephant Service Issue Cg Fateama caught sleeping and community
said she is lazy. Verbal warning and removed from community. Community is
happy with the response No 2 0 0 $54,933.44
4/11/2023 CAN Calgary Sola Feyisitan Marie McMahon -Price Proactive Seniors No
Impact No Impact No Impact Marie McMahon Pricing Client assessment
complete, to start April but found a better deal Yes 0 0 $252,726.17
4/11/2023 Florida Bradenton Jodi France Richard Byce - Price Lakewood Ranch
Medical Center Red: the Client has been lost No Impact No Impact Richard
Byce Pricing Client chose A Better Solution home care due to rate Other Yes
0 0 $13,050.75
4/11/2023 New England Clinton Keisha Grant Lost to Price Bayview Health
Care Center No Impact Resolved and saved <img
src="/resource/Flags/greenflag.png" alt="Green" style="height:25px;
width:25px;" border="0"/> Jeannine Dansereau Pricing Meet with CL, did
assessment in person to help create value, went over our BCM, CL was
intrested and was willing to move forward until price was given, she had
already spoken to two other agencies and both were less than our rate. I
asked her to keep my c I asked CL if I could follow up in a week or so to
see how things are going , she agreed. Client never started services with
operations Other Yes 0 0 $612.00
4/11/2023 New England Farmington Lilian Ciesco Salvatore Caruso River Glen
Health Care Center 4/8/2023 Green: the Client has been recovered Resolved
and saved <img src="/resource/Flags/greenflag.png" alt="Green"
style="height:25px; width:25px;" border="0"/> Salvatore Caruso Elephant Service
Issue I received a call from clients wife in the morning as the CG had not
arrived and was half hr late , wife did not know who else to call . I
reached out to staffing and they followed up. Caregiver was coached and no
issues since that day and caregiver remains on case and family and client
are happy with service. Mary Jo CSM, has been in constant communication
with son and completed follow-up visit on 4/14/23. Pleased with caregivers
and Other Yes 0 0 $15,113.53
4/11/2023 Florida Fort Myers Melisa Jakubiec Anja's mom, Sondra Schweneker-
Cost Melisa Jakubiec - Personal Network Red: the Client has been lost No
Impact No Impact Anja's mom Pricing Yes 0 0 $21,688.49
4/11/2023 Texas and Arizona Anderson Mill John Potocki Jim Durnil Maravilla
at The Domain - Independent Living 5/23/2022 Green: the Client has been
recovered Resolved and saved <img src="/resource/Flags/greenflag.png"
alt="Green" style="height:25px; width:25px;" border="0"/> Jim Durnil
Elephant Service Issue Client called me at 8:24 pm Sat night to complain
about her caregiver being late again. This is an Elephant at a partnership
account, and they recently gave us a score of 0/10 on the client
satisfaction survey.


04/09/23: SAT 8:24 PM CT Jim
Durnil Kat Two CGs that service the client (Joel & George) have been
coached on proper clock in/out process and procedure. CG ambassador will
document in CC Potentially ending service No 0 0 $584,911.37
4/11/2023 Texas and Arizona Anderson Mill John Potocki James Morris The
Center at Parmer 3/31/2023 Yellow: the Client is recoverable with an
intervention Resolved and saved <img src="/resource/Flags/greenflag.png"
alt="Green" style="height:25px; width:25px;" border="0"/> James Morris
Elephant Service Issue We currently have two 24/7 clients and they are
using us for one on one care onsite. We have had some minor issues with our
caregivers and their staff having problems with each other, but we have co
managed to this point.


Today Text from DON-
Hey! I I reported it to the CareGiver Ambassador, and she asked the
staffing team to follow up. They have called and texted caregiver, but have
not gotten a response. Other Yes 0 0 $43,400.06
4/11/2023 DC Metro Annapolis Melissa Pittman Ginger Cove- Kay Kandra
(Elephant) Ginger Cove Red: the Client has been lost Resolved and saved <img
src="/resource/Flags/greenflag.png" alt="Green" style="height:25px;
width:25px;" border="0"/> Kay Kandra Service Issue Caregiver was sent out
to client and family was not aware. We rushed to start prior to a nursing
assessment being completed. Alexandra dealt with the communication with the
family while I was away. Ended service No 8 0 0 $307,687.76
4/12/2023 Texas and Arizona Houston Hether Young 4/7 Savacool-Alzheimer's
Association Alzheimers Association-Houston 4/6/2023 Red: the Client has
been lost Pending <img src="/resource/Flags/orangeflag.png" alt="Orange"
style="height:25px; width:25px;" border="0"/> Jackie Savacool Bee No Call
No Show From Chandeep about incident: On Friday, April 7th, I received a
call from Jackie Savakool's daughter, Kelly, that she wanted to go ahead
and cancel future services. She mentioned that no one had shown up at her
mom's house and she has not received a phon Ended service Yes 1 0 0 $316.00
4/12/2023 DC Metro Northern Virginia Arwa Landivar Pricing The Fairfax Red:
the Client has been lost Pending <img src="/resource/Flags/orangeflag.png"
alt="Orange" style="height:25px; width:25px;" border="0"/> Jacquelyn
Guernsey Pricing Lost due to pricing Other No 0 0 $373,630.84
4/12/2023 DC Metro Northern Virginia Arwa Landivar Pricing The Fairfax
1/13/2023 Red: the Client has been lost Pending <img
src="/resource/Flags/orangeflag.png" alt="Orange" style="height:25px;
width:25px;" border="0"/> Barbara Garilli (IV) Cheetah Pricing Lost due to
pricing No 0 0 $373,630.84
4/12/2023 DC Metro LM2 Arwa Landivar Pricing The Fairfax 3/22/2022 Red: the
Client has been lost Pending <img src="/resource/Flags/orangeflag.png"
alt="Orange" style="height:25px; width:25px;" border="0"/> Patricia Pfluger
(AD) Bee Pricing Lost due to Pricing Other No 0 0 $373,630.84
4/12/2023 DC Metro LM2 Arwa Landivar Pricing The Fairfax 5/3/2022 Red: the
Client has been lost Pending <img src="/resource/Flags/orangeflag.png"
alt="Orange" style="height:25px; width:25px;" border="0"/> Bernice Dinion
(AD) Elephant Pricing Lost due to Pricing Other No 0 0 $373,630.84
4/12/2023 DC Metro LM2 Arwa Landivar Pricing The Fairfax 2/18/2022 Red: the
Client has been lost Pending <img src="/resource/Flags/orangeflag.png"
alt="Orange" style="height:25px; width:25px;" border="0"/> George Graveson
(RL) Turtle Pricing Lost due to Pricing Other No 0 0 $373,630.84
4/12/2023 Greater San Diego Newport Andrew Parker Vivante NC Supp Staffing
(MC) - Service Issue Vivante Newport Center 2/24/2023 Orange: the Client
has paused or lowered services Pending <img
src="/resource/Flags/orangeflag.png" alt="Orange" style="height:25px;
width:25px;" border="0"/> Vivante NC Supp Staffing (MC) Elephant Service
Issue CG on AM shift was overwhelmed, and there was an issue with cleaning
feces in a resident's room. CG went back and forth with the nursing team
about whose responsibility cleaning was, and the lead nurse said they were
causing a commotion. The lead nurse I met F2F with Lead Nurse and let her
vent. Explained that our goal is to learn what went wrong so we can
correctly coach CG and ensure we don't encounter the issue again.


I have spoken with staffing team and will be looking into difficulties with
6 Pausing service Yes 0 0 $3,788.75
4/12/2023 New Jersey, New York and Pennsylvania Southern NJ Rachael
McKinney Bob
Shull #2 Aging Advisors LLC 3/8/2023 Red: the Client has been lost Resolved
but lost <img src="/resource/Flags/redflag.png" alt="Red"
style="height:25px; width:25px;" border="0"/> Robert Shull Cheetah Unable
to Staff client wanted weekend care and we never could staff. Then the aide
that was there for a week or two no longer could work the schedule
requested and we couldn't find a replacement. GCM was upset as this second
case we couldn't re-staff. She found Bayada to First CG assigned requested
off of the case due to the 2 dogs as she stated they were jumping on her.
Case was staffed Mon-Fri with a CG who kept the case for 3 weeks but
requested off due to personal reasons. Client required a driver who was
also comfo Ended service No 10 0 0 $82,767.24
4/12/2023 DC Metro Northern Virginia Arwa Landivar Caregiver left
client Pathways
in Aging 6/22/2021 Red: the Client has been lost Pending <img
src="/resource/Flags/orangeflag.png" alt="Orange" style="height:25px;
width:25px;" border="0"/> Richard Maybach (MB) Elephant Service Issue Hi
Tricia,


I received a call from The Key this evening (around 9:45PM) on my personal
cell notifying me that Bill was sent to the hospital again. The caller's
name was Bronte (sp). She asked me if the caregiver needed to go to the
hospital or stay h Staffing manager will reeducate staffing team Potentially
ending service No 29 0 0 $2,042,783.58
4/12/2023 DC Metro Northern Virginia Arwa Landivar Partnership at risk Pathways
in Aging 6/22/2021 Red: the Client has been lost Pending <img
src="/resource/Flags/orangeflag.png" alt="Orange" style="height:25px;
width:25px;" border="0"/> Richard Maybach (MB) Elephant Service Issue Hi
Arwa,


I appreciate you reaching out. I'm attending the ALCA conference in San
Diego next week, so this month is compact.


You know how much I like and respect you, so I'm going to be transparent.
The oversight of the caregivers and the quality of Ended service No 29 0 0
$2,042,783.58
4/12/2023 Pacific Northwest Puget Sound Karmen Kirk Solstice Senior Living
at Point Defiance Solstice Senior Living at Point Defiance 6/25/2022 Orange:
the Client has paused or lowered services Pending <img
src="/resource/Flags/orangeflag.png" alt="Orange" style="height:25px;
width:25px;" border="0"/> Solstice at Point Defiance (Payroll) UNKNOWN Service
Issue Several services failures with shared caregivers. New hire CG Denise
as of 2 weeks ago was caught stealing oxy's and money from a client. Also
went to dining room and ordered lunch without paying and not wearing her
shoes. No show by grace due to not read Potentially ending service No 1 0 0
$275,855.83
4/13/2023 Pacific Northwest Lake Oswego Sean Proper Lisa Bean Helping Hands
for Seniors Red: the Client has been lost No Impact No Impact Lisa Bean Unable
to Staff Lead came in 3/7, assessed 3/8. Family upset we couldn't start
care (in limited fashion) till 3/13. Family wanted full-time care
immediately. I reached out to family two different times (3/8, 3/9) but
never heard back. Yes 3 0 0 $585,524.13
4/13/2023 Florida Bradenton Jodi France Craig Hoffman - Price Lakewood
Ranch Medical Center Red: the Client has been lost No Impact No Impact Craig
Hoffman Pricing Client has been using A Better Choice and Bright Star. They
are companies established in The Sheridan and can offer better pricing. She
agreed to keep my information in case she needed another option moving
forward. she did also say she wasnt pleased with Yes 0 0 $13,050.75
4/13/2023 Bay Area Bay Area North Drake Tam Case Loss South Marin Health &
Wellness 3/31/2023 Red: the Client has been lost Resolved and saved <img
src="/resource/Flags/greenflag.png" alt="Green" style="height:25px;
width:25px;" border="0"/> John Alkazin Cheetah Service Issue Family was
unhappy with our care staff & our care staff didn't want to return.
Solutions stepped in to reconnect with the family to see if we can salvage
the case but they disclosed they moved forward with another agency. N/A Ended
service No 0 0 $55,614.50
4/13/2023 Pacific Northwest Lake Oswego Sean Proper Pat Winters Prestige
Senior Living Beaverton Hills Red: the Client has been lost No Impact No
Impact Pat Winters Pricing Assessment completed, SOC scheduled but
ultimately changed mind due to pricing versus current home care option May
be back on our radar ultimately when her current home care option moves out
of area. Checking in with monthly. Yes 0 0
4/13/2023 Central States St. Louis Ryan Mitchell Patricia Pickens Nazareth
Living Center Red: the Client has been lost Pending <img
src="/resource/Flags/orangeflag.png" alt="Orange" style="height:25px;
width:25px;" border="0"/> Patricia Pickens Unable to Staff Unable to staff
the case Ryan has a meeting with the account in the next few days Yes 0 0
$1,332.00
4/13/2023 New Jersey, New York and Pennsylvania Daughterly Liz Storione Angelic
Hospice - SLI 1 Angelic Hospice Blue Bell 3/23/2023 Green: the Client has
been recovered Pending <img src="/resource/Flags/orangeflag.png"
alt="Orange" style="height:25px; width:25px;" border="0"/> Angelic Hospice
CNA - 1 Bee Service Issue Angelic contracted with us for CNA's to service
multiple facilities in the area. Two CNA's walked off the case in the
middle of a shift because of the conditions of the facility to which they
were sent. Facility was not treating clients or caregivers we I spoke to
Liz and this can be saved. They understand we are struggling with CNA's as
Daughterly never hired many CNA's in the past. We have recruiting looking
for CNA's. We also have a couple caregivers on staff that are waiting to
tale their CNA test. Other Yes 0 0 $4,176.50
4/13/2023 New Jersey, New York and Pennsylvania Daughterly Liz Storione Angelic
Hospice CNA - 2 Angelic Hospice Blue Bell Yellow: the Client is recoverable
with an intervention Pending <img src="/resource/Flags/orangeflag.png"
alt="Orange" style="height:25px; width:25px;" border="0"/> Angelic Hospice
CNA - 3 Unable to Staff Angelic came back to us to staff two facilities
(different than the first facility where caregivers walked off case).
Staffing filled the case as of 4/12 and the caregiver backed out. No refill
is available at the moment. Angelic has reached out to ask Pausing service
No 0 0 $4,176.50
4/13/2023 Florida Bradenton Jodi France Charlotte Hawkins - Price Westminster
Point Pleasant Shores Red: the Client has been lost No Impact No
Impact Charlotte
Hawkins Pricing Due to cost client opted to find a private caregiver to
give her bathes and help around the house once a week. No 0 0 $10,052.32
4/13/2023 Bay Area Bay Area North Drake Tam NCNS - CG: Yesensia The
Tamalpais 2/11/2022 Yellow: the Client is recoverable with an intervention
Pending <img src="/resource/Flags/orangeflag.png" alt="Orange"
style="height:25px; width:25px;" border="0"/> The Tamalpais Supplemental
Elephant No Call No Show CG: Yesenia Called out & we didn't notify the
Community prior. Hosted lunch for their staff & management to express our
condolences & appreciation for their patience with us. Other No 51 0 0
$2,424,615.99
4/13/2023 Bay Area Bay Area North Drake Tam NCNS #2 (CG: Maria) The
Tamalpais 2/11/2022 Yellow: the Client is recoverable with an intervention
Pending <img src="/resource/Flags/orangeflag.png" alt="Orange"
style="height:25px; width:25px;" border="0"/> The Tamalpais Supplemental
Elephant No Call No Show Caregiver, Maria called out & notified TheKey but
we didn't disclose to the community prior to the shift. Same as last SLI
Other No 51 0 0 $2,424,615.99
4/13/2023 Bay Area Bay Area North Drake Tam NCNS Marin General Hospital
3/6/2023 Yellow: the Client is recoverable with an intervention Pending <img
src="/resource/Flags/orangeflag.png" alt="Orange" style="height:25px;
width:25px;" border="0"/> Maria Murano Elephant No Call No Show NCNS Other
No 45 0 0 $1,581,280.94
4/13/2023 Bay Area Bay Area North Drake Tam CG - Onboarding Process Atria
Tamalpais Creek 4/7/2023 Yellow: the Client is recoverable with an
intervention Pending <img src="/resource/Flags/orangeflag.png" alt="Orange"
style="height:25px; width:25px;" border="0"/> Anna McFarland Elephant Service
Issue The Caregiver we sent to Atria for our first time referral doesn't
have proof of Neg TB. (CG: Nori)


The test provide was positive... Please put CG on DNS list for any case in
Marin until proper documents are acquired. 1x2 with the ED & Business
Office Director this afternoon (4/13) Other Yes 0 0 $24,012.00
4/13/2023 Pacific Northwest Lake Oswego Sean Proper William Sheehan Providence
St. Vincent Hospital Red: the Client has been lost No Impact No Impact William
Sheehan Unable to Staff Solutions spoke on 4/7 with a plan to talk again on
4/10. Over the weekend, other care was secured. Yes 11 0 0 $232,062.93
4/14/2023 Greater San Diego La Jolla Gabrielle Pumpian Dr. Charles
Lewis Scripps
Private Internal Medicine Torrey Pines Yellow: the Client is recoverable
with an intervention Pending <img src="/resource/Flags/orangeflag.png"
alt="Orange" style="height:25px; width:25px;" border="0"/> Charles
Lewis Service
Issue First referral in a long time from Dr. Andrews, concierge MD with
Scripps Private Internal Medicine Clinic ($1M in lifetime revenue). Myself
and Karen (solutions mgr) worked hard yesterday to gather all info for the
quick start- within 24 hours- for our t Regional Director of Ops, Araceli,
is aware and doing some follow up. Other Yes 0 0
4/14/2023 Texas and Arizona Houston Hether Young 4/6-Mendoza-Traditions
Hospice Traditions Health Care-Hether 4/6/2023 Yellow: the Client is
recoverable with an intervention Pending <img
src="/resource/Flags/orangeflag.png" alt="Orange" style="height:25px;
width:25px;" border="0"/> Anita Mendoza Bee Service Issue Although this was
a one time client, there was an opportunity for them to use us again in the
future. The client was referred by a great partner for a good friend of
hers. Survey results and feedback on the caregiver: The caregiver was 10
minutes late in Hether to reach out to referral partner Other No 0 0
$60,198.52
4/14/2023 Texas and Arizona Houston Hether Young 4/14 Vasek-Traditions
Hospice Traditions Health Care-Hether 3/30/2023 Yellow: the Client is
recoverable with an intervention Pending <img
src="/resource/Flags/orangeflag.png" alt="Orange" style="height:25px;
width:25px;" border="0"/> William Vasek Elephant Service Issue Received a
text from Tina Wyatt regarding concerns about our caregivers. Their nurse
has visited 2 times this week and the client was dirty, wet and nasty and
the house was filthy. The SW Jackie did call and spoke to Stephanie about
the issue. Stephanie w No 0 0 $60,198.52
4/14/2023 Texas and Arizona Anderson Mill John Potocki Lakeline Oaks & Jan
Nagel Lakeline Oaks Retirement Community - Cedar Park 3/21/2023 Yellow: the
Client is recoverable with an intervention Pending <img
src="/resource/Flags/orangeflag.png" alt="Orange" style="height:25px;
width:25px;" border="0"/> Jan Nagel Cheetah Service Issue I received a call
from the ED Mari Lou. She was extremely concerned with the behavior of one
of our caregivers. She reported the caregiver said she was having a panic
attack and could not stay with her client. The activity director told the
caregiver that NA Other No 6 0 0 $164,681.31
4/16/2023 Southern States Atlanta Amanda Jackson Maria Coventry-service
failure Emory University Hospital 2/17/2023 Red: the Client has been
lost Resolved
but lost <img src="/resource/Flags/redflag.png" alt="Red"
style="height:25px; width:25px;" border="0"/> Maria Coventry Elephant Service
Issue Caregiver gave too much personal information and the client was
worried about her. the caregiver has been counseled. the caregiver has been
counseled. Ended service Yes 10 0 0 $461,455.08
4/16/2023 Pacific Northwest Centennial Laura Kneeskern Ed Bradshaw - Unable
to Staff The Denver Hospice - North Denver Red: the Client has been lost
Pending <img src="/resource/Flags/orangeflag.png" alt="Orange"
style="height:25px; width:25px;" border="0"/> Ed Bradshaw Unable to
Staff Missed
SOC/Lost Client Ed Bradshaw, referred by The Denver Hospice. Case was
scheduled to start care 4/11 at 9am with an ongoing M-F 9a-1p schedule. We
missed his SOC due our inability to staff the shift. POC wasn't notified
until after 10p the night b Ended service Yes 0 0 $630.00

On Mon, Apr 10, 2023 at 8:54 PM Keri Thrush <kthrush@thekey.com> wrote:

> *SLI Weekly Snapshot (4/3 - 4/9)*
>
> Hello, all!
>
> Provided below is the SLI weekly snapshot for all submissions. As a
> reminder, we will be expanding our meeting audience by inviting Regional
> Client Success Managers. Please lookout for calendar invites shortly.
> Thank you!
> Service Level Intervention: Created Date Office Region of the Client Office
> Location of the Client Service Level Intervention: Created By Service
> Level Intervention: Service Level Intervention Name Referral Account:
> Account Name Start of Care Date Status of the Client Relationship Status
> of the Referral Acct Relationship Status of the Referral Partner Relation Client
> Name Stated Animal Kingdom from Opportunity Type of incident Describe
> details of Service Incident What intervention has been done or plan Client
> Response to Service Failure Is this 1st Service Failure w/REF ACCT Referral
> Account: Clients Referred Referral Account: Opportunities Referred Referral
> Account: Active Clients Referral Account: growth Month over Month Referral
> Account: Lifetime Revenue
> 4/3/2023 New England Clinton Lilian Ciesco Arlene Celotto Home Care Plus
> Lifetime Care at Home 3/29/2023 Yellow: the Client is recoverable with an
> intervention No Impact No Impact Arlene Celotto Cheetah Service Issue I
> received several text from son indicating that his mother had fall the
> previous night and he was not notified. He are in the home at nights only
> as a supplement to a live in CG from another agency so that CG can sleep.
> The son claims that our CG was sle CSM on call reached out to son Potentially
> ending service No 0 0 $12,751.71
> 4/3/2023 Pacific Northwest Centennial Laura Kneeskern Melanie
> Smith-Unable to Staff UCHealth Family Medicine - Westminster 3/20/2023 Orange:
> the Client has paused or lowered services No Impact No Impact Melanie
> Smith Bee Unable to Staff Client is requesting one caregiver; we have not
> been able to find a caregiver who will pick up ongoing shifts in this part
> of Arvada (closest cg is 20 miles out) Pausing service Yes 0 0 $160.00
> 4/4/2023 DC Metro Northern Virginia Phillip Dell Schackelford - Non
> coverage Lansdowne Heights 6/15/2021 Yellow: the Client is recoverable
> with an intervention Resolved and saved green Philip Michael "Mike"
> Shackelford (IV) Elephant Unable to Staff She stated that 24/7 care
> started less than a week ago and there already has been 3 incidents where
> her husband was left alone without care and no communication to her by The
> Key. Mrs. Shackelford finding this out when she goes to visit him in the
> morning Staffing has been made aware of the service interruptions as well
> as management. Billing has agreed to credit back impacted dates of service
> Other No 0 0 $38,787.38
> 4/4/2023 DC Metro Northern Virginia Phillip Dell Schackelford - Non
> coverage Lansdowne Heights 6/15/2021 Yellow: the Client is recoverable
> with an intervention Resolved and saved green Philip Michael "Mike"
> Shackelford (IV) Elephant Unable to Staff 1st incident 3/21: The
> caregiver was supposed to be there at 8:00am and didn't show up until
> sometime after 11:30am. She sat with her husband until the caregiver
> arrived.
>
>
> 2nd incident 3/27: Mrs. Shackelford was notified that caregiver was
> running 30mi Staffing and management has been notified. Billing has
> agreed to credit back impacted service dates. Other No 0 0 $38,787.38
> 4/5/2023 CAN Toronto Kiran Narayanaswamy Test Prod SLI_Email Test
> Referral Account_SAP Yellow: the Client is recoverable with an
> intervention Resolved and saved green Test Client Account Service Issue
> Yes 0 0
> 4/5/2023 CAN Waterloo Beth Sparrow Pioneer Youth Services Pioneer Youth
> Services 4/16/2022 Yellow: the Client is recoverable with an intervention Resolved
> and saved green Pioneer Youth Services Turtle Service Issue Email sent to
> OPS: We have a serious concern with one of your staff who worked an
> overnight last night.
>
>
> He was caught sleeping TWICE by the other staff working. His
> responsibility was to sit & watch an autistic youth so we could react if
> she had a seiz HCL called Cosmo/ED to apologize and reassured them that
> we are taking it very seriously, and that was a safety risk for the client.
> The Shift would be Compt. He responded well that we were taking it
> seriously he would have fired on the spot if it was h Other No 0 0
> 4/6/2023 Texas and Arizona Anderson Mill John Potocki Barbara Clarke Maravilla
> at The Domain - Independent Living 9/22/2022 Orange: the Client has
> paused or lowered services Pending orange Barbara Clarke Elephant No Call
> No Show No call no show. Daughter had to get up and go over to her mom's
> apartment again to cover for us.
> She told management at Marailla that we are way worse than Halcyon ever
> was and she will be seeking another agency as TheKey is too regularly
> inconsistent. Pending Potentially ending service No 0 0 $567,049.76
> 4/6/2023 New England Clinton Keisha Grant David Rufo Ocean Meadow
> Assisted Living And Memory Care 1/18/2023 Red: the Client has been lost
> Pending orange David Rufo Bee Service Issue Service was ended days after
> the first shift due to CG not fulfilling the care plan per the notes in
> Clear Care. Family was upset as she really wanted the CG to engage the CL
> but that did not happen and decided to go with another company she had
> reached o I am having lunch with the director at the facility next week
> to see how i can resole their concerns. OPS responded to this when incident
> happened and provided intervention. CSM actually went to home for intro on
> 1 18 and completed note and wife called Ended service No 0 0 $50,498.59
> 4/6/2023 New England Clinton Keisha Grant Carmine Devito Apple Guilford
> 3/27/2023 Green: the Client has been recovered Resolved and saved green Carmine
> Devito Elephant Service Issue CG was not a good fit, the CL found him to
> be complacent and disrespectful to his home, CG sat around on his computer
> watching his stocks, did not complete personal care as request by CL. HCL
> Keisha was able to meet with CL and agree that they would pause service for
> 24hrs to allow staffing to find a better CG, HCL also showed up to do the
> into for the replacement CG the next shift . HCL and CSM has continued to
> check in with CL so far thi Pausing service Yes 0 0 $31,333.00
> 4/6/2023 New England Clinton Lilian Ciesco Catherine Jones Home Care Plus
> Community Healthcare & Hospice - New Haven 3/30/2023 Yellow: the Client
> is recoverable with an intervention Resolved and saved green Catherine
> Jones Cheetah Service Issue Clients spouse call to CMS"He said we need to
> get Victoria out now because she has an attitude. He mentioned yesterday
> that he wishes she would ask for his help more often, he was mildly annoyed
> that she told him he couldn't eat the food he bought for her CG replaced Potentially
> ending service No 0 0 $19,626.55
> 4/7/2023 NC and SVA Lynchburg Brandy Dewease Caregiver-sleeping Westminster
> Canterbury ASL 10/26/2021 Green: the Client has been recovered Resolved
> and saved green Nancy Roddey Bee Service Issue DON Leanne and Trish
> called me to report our caregiver Christine Johnson fell asleep during a
> care conference in client Nancy Roddneys room. DON asked Christine if she
> was ok and she reported "she was just thinking." WMC has asked she either
> be removed fr I met with Trish and Leane to discuss further, they where
> both extremely understanding and thanked us for removing Christine
> immediately. No 0 0 $31,580.75
> 4/7/2023 NC and SVA Lynchburg Brandy Dewease Lucy Harris-caregiver
> sleeping Tulane Patterson 1/12/2023 Green: the Client has been recovered Resolved
> and saved green Lucy Harris Turtle Service Issue Note from - Jeremy Kamm
> Miranda Fulton had trouble getting in to her shift with Ms. Harris today.
> Tiffany called Jaschae numerous times on her phone and client's landline
> with no answer. Blair arrived and helped Miranda with the lockbox. When
> they entered Caregiver has been removed from overnight shifts. Yes 0 0
> $121,371.77
> 4/7/2023 NC and SVA Roanoke Brandy Dewease Jerry Davis- Roanoke Memorial
> Hospital Carilion 3/28/2023 Orange: the Client has paused or lowered
> services Pending orange Jerry Davis Bee Service Issue Message from Karen,
> RN- Linda Davis for Jerry and Clarence left me a voicemail to let me know
> she wants to put services on hold for now. She said Alexis is very nice and
> was helping out, but she just doesn't feel she is in a good place to have
> someone in Staffing is looking for another caregiver to offer family. Pausing
> service No 0 0 $18,533.00
> 4/7/2023 Florida Naples Patti Raco Hebard/Siena Lakes Siena Lakes CCRC
> 3/29/2023 Yellow: the Client is recoverable with an intervention Pending
> orange Edgar “Ed” Hebard Elephant Service Issue Good Afternoon team,
> I just received a call from Craig Ellsworth at Siena Lakes, he wanted to
> let me know about the poor behavior of one of our caregivers, Johannasia,
> she was there on Wednesday and they do not want her back nor does Mr
> Hebard.
> I was Yes 0 0 $8,785.50
>
> On Mon, Apr 3, 2023 at 5:06 PM Keri Thrush <kthrush@thekey.com> wrote:
>
>> *SLI Weekly Snapshot (3/27 - 4/2)*
>>
>> Hello, all!
>>
>> Provided below is the SLI weekly snapshot for all submissions. As a
>> reminder, we will be expanding our meeting audience by inviting Regional
>> Client Success Managers. Please lookout for calendar invites shortly.
>> Thank you!
>> Service Level Intervention: Created Date Office Region of the Client Office
>> Location of the Client Service Level Intervention: Created By Service
>> Level Intervention: Service Level Intervention Name Referral Account:
>> Account Name Start of Care Date Status of the Client Relationship Status
>> of the Referral Acct Relationship Status of the Referral Partner Relation Client
>> Name Stated Animal Kingdom from Opportunity Type of incident Describe
>> details of Service Incident What intervention has been done or plan Client
>> Response to Service Failure Is this 1st Service Failure w/REF ACCT Referral
>> Account: Clients Referred Referral Account: Opportunities Referred Referral
>> Account: Active Clients Referral Account: growth Month over Month Referral
>> Account: Lifetime Revenue
>> 3/27/2023 Sacramento Craig Cares Dot Boyd Katherine Dombrowski - Gail
>> Arno Elder Care Management of Northern California 2/17/2023 Orange: the
>> Client has paused or lowered services No Impact No Impact Katherine
>> (Kathy) Dombrowski Elephant Service Issue Theft: multiple $1000 ATM
>> withdrawals and cash stolen. Christin Silveira and Dot Boyd:
>> communication with Gail Arno of Elder Care Mgmt of N CA; Dot Boyd:
>> conversation with Anne Casey, the client's niece; Samantha Harvick:
>> conversation with Sheryl Fullerton. Lowered hours Yes 0 0 $7,170.00
>> 3/27/2023 Florida Broward County Brendan Anzelone Brendan Anzelone UniqueCare
>> Case Management Services 2/28/2023 Red: the Client has been lost Resolved
>> and saved green Rudolph Sabatino Cheetah Service Issue Breakdown in
>> communication with the success manager Rosa and my GCM Shery. Prior to this
>> case starting I spoke with Rosa to inform her of the importance of this GCM
>> also what will be needed in regards to time and attention to keep all
>> parties satisfied. Janelle and myself have a healthy previous and
>> current working relationship with the GCm Sherry. The 3 of us had a
>> confrence call last week. Moving forward Janelle and I will only be the
>> individuals working and managing on future patients. Ended service Yes 0
>> 0 $16,639.50
>> 3/27/2023 Florida Broward County Brendan Anzelone Brendan Anzelone -
>> Delores Orders Five Star Senior Living Hollywood 1/13/2023 Red: the
>> Client has been lost Resolved and saved green Dolores Order Cheetah No
>> Call No Show 2 patients lost - Couples care for Moises Orders & Delores
>> Orders couples care 40 hours.
>>
>>
>> On multiple occasions we received No Show No Calls and could not staff
>> and or service patient scheduled needs. I also received a call from Ms.
>> Orders she was conc Myself and Janelle spoke with Ms. Orders in hopes to
>> reassure and keep them on service but unfortunately the multiple service
>> failure issues where un fixable. Ended service Yes 0 0 $147,830.30
>> 3/27/2023 Texas and Arizona Anderson Mill John Potocki Pfaff #2 Maravilla
>> at The Domain - Independent Living 2/13/2023 Green: the Client has been
>> recovered Resolved and saved green Margaret Pfaff Elephant Service Issue We
>> have had a history of service failures and "unable to staff" issues for the
>> last 3 months, no the client has moved into Maravilla and wants to schedule
>> shifts with us there. He had asked for a meeting with the ongoing success
>> manager and asked for one Pending Other No 0 0 $550,407.58
>> 3/27/2023 Texas and Arizona Anderson Mill John Potocki Geibel Atria at
>> the Arboretum 3/19/2023 Green: the Client has been recovered Resolved
>> and saved green Eunice Geibel Cheetah Service Issue I received a text at
>> 8:51 pm Sun night from the client's daughter asking me if someone was
>> coming to her moms for our 8pm-8am shift. I called the on call manager, and
>> she texted back and said the caregiver just arrived. She stated the street
>> address was w Other No 1 0 0 $78,679.25
>> 3/27/2023 Bay Area East Bay Drake Tam NCNS or Gaps in comms internally The
>> Kensington 7/5/2021 Yellow: the Client is recoverable with an
>> intervention Pending orange The Kensington Supplemental staffing No Call
>> No Show Either NCNS or gap in communication internally that led to their
>> being no support for The Kensington on a supplemental note. Ops + sales
>> in person meeting Thursday 3/30 with the kensington Potentially ending
>> service No 36 0 0 $720,419.02
>> 3/27/2023 Bay Area East Bay Drake Tam Combative CG - Marygrace The
>> Kensington 7/5/2021 Yellow: the Client is recoverable with an
>> intervention Pending orange The Kensington Supplemental staffing Service
>> Issue CG(MaryGrace) was sent by TheKey who was recently terminated by
>> The Kensington due to combative behavior.
>>
>>
>> Long story short, we sent CG & the CG refused to work in MC & reported to
>> AL due to "politics" or misguided by TheKey's Local management. (result Community
>> is asking for Comped shift for last nights incident. (Plz notify me once
>> approved or if you believe theres a better course of action)
>>
>>
>> More over, in person care conference this Thursday @ 12:30pm. Potentially
>> ending service No 36 0 0 $720,419.02
>> 3/27/2023 Greater LA Central LA Malakai Maita Diana Davidow -
>> Communication Issues/Gap in service Atria Park of Pacific Palisades
>> 12/14/2022 Yellow: the Client is recoverable with an intervention Pending
>> orange Diana Davidow Elephant Unable to Staff Communication issues
>> between Frax and Staffing.
>>
>>
>> •cg call out through NorLa Frax.
>> •Frax can't pull up cg so they pass it to office.
>> •Patched to the office who forwarded to Staffing but phone was forwarded
>> so it went to VM and was missed
>>
>>
>> Resulted •Meeting between Frax CNRS and TheKey staffing
>>
>>
>> •Stacie requested call logs to identify breakdown Other No 3 0 0
>> $149,149.24
>> 3/27/2023 Bay Area Los Gatos Carinne Erickson Charles Cole Missed Visit Mission
>> Skilled Nursing & Subacute Center 1/30/2023 Orange: the Client has
>> paused or lowered services No Impact No Impact Charles Cole Elephant Unable
>> to Staff Erwin Cordovez called out sick for the shift and no CG was
>> placed to provide care for the client. Lowered hours Yes 1 0 0 $29,234.25
>> 3/27/2023 Bay Area Los Gatos Carinne Erickson Charles Cole - Missed Visit Mission
>> Skilled Nursing & Subacute Center 1/30/2023 Yellow: the Client is
>> recoverable with an intervention No Impact No Impact Charles Cole
>> Elephant Unable to Staff CG Vitalis called out sick and we were unable
>> to staff the shift - client did not have care Lowered hours No 1 0 0
>> $29,234.25
>> 3/27/2023 Bay Area Los Gatos Carinne Erickson Charles Cole - Missed Visit Mission
>> Skilled Nursing & Subacute Center 1/30/2023 Orange: the Client has
>> paused or lowered services No Impact No Impact Charles Cole Elephant Unable
>> to Staff Mazen Boubaker CG called out sick. We were notable to staff the
>> shift Lowered hours No 1 0 0 $29,234.25
>> 3/27/2023 Bay Area East Bay Jamie Thorpe Lee Pittenger Kaiser Walnut
>> Creek, Martinez & Antioch Continuing Care/DC Planning Red: the Client
>> has been lost Resolved and saved green Lee Pittenger Service Issue client
>> signed all docs and was ready to start service. Family had an appt. to meet
>> caregiver on 3/15 . Caregiver did not show up. Caregiver thought the
>> meeting was virtual. The wife did not like the no show and decided not to
>> move forward with us. Ended service Yes 74 0 0 $2,677,036.78
>> 3/28/2023 Texas and Arizona Anderson Mill John Potocki Geibel #2 Atria
>> at the Arboretum 3/19/2023 Red: the Client has been lost Resolved and
>> saved green Eunice Geibel Cheetah Service Issue Client came down to the
>> office to try to cancel services. She was very unhappy with last nights
>> caregiver. She reported that the caregiver slept on the couch, would not
>> follow instructions, kept turning the lights off even after the client
>> asked for them I called Liz to let her know about the feedback. As for
>> now, the clients daughter has said to keep sending caregivers even if the
>> mom tries to cancel, but that was before this latest incident. Potentially
>> ending service No 1 0 0 $78,679.25
>> 3/28/2023 Southern States Atlanta Wesley Causey Caregiver Performance Wesley
>> Causey - Personal Network 3/23/2023 Red: the Client has been lost Pending
>> orange Thomas Bradbury Cheetah Service Issue The client was a 24/7 (not
>> a cheetah) the night shift went to sleep and did not wake up to help the
>> client at all at any point. The CSM who had developed a relationship
>> with the family called and did her best to recover the case. They do not
>> want us there. Ended service No 0 0 $4,120.00
>> 3/28/2023 Southern States Atlanta Wesley Causey Caregiver Performance Wesley
>> Causey - Personal Network 3/21/2023 Red: the Client has been lost Pending
>> orange Vicky Nixon Bee Service Issue Caregiver was there for
>> companionship for a depressed person. She did not interact with the client,
>> she ate alone, and when asked to talk with client she told the client "I am
>> busy Googling what to do with depressed people" this is a close family
>> friend o I have called and apologized also the CSM she had treatment and
>> was going to come back on service but now she does not wish to. She is well
>> connected in the Atlanta area. Ended service No 0 0 $4,120.00
>> 3/28/2023 Greater LA South Bay Nancy Lisa Robinson Ken Godinez Ken
>> Godinez 3/29/2023 Yellow: the Client is recoverable with an intervention Resolved
>> and saved green Ken Godinez Elephant Service Issue Client called us due
>> to poor service from another provider. Lead went through Frax and was
>> unaddressed for the entire weekend. Maria was able to save and push start
>> to 3/29, however am told this has still not been staffed for tomorrow. The
>> client has been staffed for the next week with a CG that does not drive but
>> the client agreed. Will continue to look for a driver, but the hope is the
>> client really likes this CG Catherine. Yes 1 1
>> 3/29/2023 New England Litchfield Lilian Ciesco Thomas Gillman Litchfield
>> Woods Health Care Center Green: the Client has been recovered Resolved
>> and saved green Thomas Gillman Unable to Staff There was NO incident ,
>> this case was lost due to cost of live in in the area I followed up with
>> SW to ensure she was aware that other staffing was secured for for CL dc
>> date Client never started Other No 0 0 $25,607.73
>> 3/29/2023 Southern States Atlanta Wesley Causey Caregiver Performance Premier
>> Care Management 11/14/2022 Orange: the Client has paused or lowered
>> services Resolved and saved green George Herring Cheetah Service Issue •
>> Loud, incessant talking.
>> • Raising her voice with him when he is combative.
>> • Pushing him down in to a chair because it was taking him a long time to
>> sit (he’s terrified he’s going to fall).
>> • Telling me that she told The Key that she would be at lea We have
>> apologized and will only be doing the night shifts going forward. Lowered
>> hours Yes 21 0 0 $1,553,199.27
>> 3/29/2023 Southern States Atlanta Wesley Causey Caregiver Performance Premier
>> Care Management 1/5/2023 Green: the Client has been recovered Pending
>> orange Leslie Haig (Male client) Cheetah Service Issue The caregiver
>> convinced the client to go private, they agreed and then were told then
>> needed to pay them privately up front. They did not send the same caregiver
>> and the care was terrible. The client has since fired them (lost money as
>> well) and is coming I am not sure, we should separate with this
>> caregiver. No 21 0 0 $1,553,199.27
>> 3/30/2023 New England Clinton Lilian Ciesco John and Sharon Mahoney Home
>> Care Plus Lifetime Care at Home 3/26/2023 Yellow: the Client is
>> recoverable with an intervention Pending orange John and Sharon Mahoney
>> Elephant Service Issue Per CSM , CG is not a good communicator and
>> doesn’t initiate care. While son was in the home the the client put a foil
>> pan in the micro wave and CG was not aware . They have requested a
>> replacement. CSM is working with staffing and family on a replacement
>> Other Yes 0 0 $5,269.26
>> 3/31/2023 Central States St. Louis Ryan Mitchell David Berry Home
>> Instead Inc 3/24/2023 Yellow: the Client is recoverable with an
>> intervention Resolved but lost red David Berry Bee Service Issue Unhappy
>> that our aide could not pick the client up off of the floor when she
>> arrived. Client's wife had been made aware that our aides cannot transfer
>> this client before this incident. I suspect that this is an excuse and the
>> family only wanted one day of Yes 0 0 $148.00
>>
>> On Mon, Mar 27, 2023 at 8:21 PM Keri Thrush <kthrush@thekey.com> wrote:
>>
>>> *SLI Weekly Snapshot (3/20 - 3/26)*
>>>
>>> Hello, all!
>>>
>>> Provided below is the SLI weekly snapshot for all submissions. Please
>>> lookout for calendar invites shortly. Thank you!
>>> Service Level Intervention: Created Date Office Region of the Client Office
>>> Location of the Client Service Level Intervention: Created By Service
>>> Level Intervention: Service Level Intervention Name Referral Account:
>>> Account Name Start of Care Date Status of the Client Relationship Status
>>> of the Referral Acct Relationship Status of the Referral Partner
>>> Relation Client Name Stated Animal Kingdom from Opportunity Type of
>>> incident Describe details of Service Incident What intervention has
>>> been done or plan Client Response to Service Failure Is this 1st
>>> Service Failure w/REF ACCT Referral Account: Clients Referred Referral
>>> Account: Opportunities Referred Referral Account: Active Clients Referral
>>> Account: growth Month over Month Referral Account: Lifetime Revenue
>>> 3/21/2023 New England Wellesley Kevin Krinopol Anita Murray Forestdale
>>> Park SL 3/8/2023 Yellow: the Client is recoverable with an intervention
>>> Pending orange Anita Murray Elephant No Call No Show Caregiver did not
>>> call and no showed Still pending Other Yes 1 0 0 $18,810.00
>>> 3/20/2023 CAN Montreal Lorena Ybarra Manoir Outremont Résidence Manoir
>>> Outremont - Cogir 4/2/2022 Orange: the Client has paused or lowered
>>> services Resolved and saved green Manoir Outremont Residence Elephant Unable
>>> to Staff New agreement signed february 22th. Could not staff for shifts
>>> requested for the 8th and 10th of march although shifts asked more then a
>>> week in advance. Could not staff last minute shift today also due to lack
>>> of bilingual staff. Recruitment has been awa called to appologize about
>>> not beeing able to staff. I will follow up weekly. Recruitment needs to
>>> focus on french speaking LPN's and PAB. No 0 0 $10,377.55
>>> 3/20/2023 CAN Montreal Lorena Ybarra Selection Tours Angrignon Résidence
>>> Sélection Tours Angrignon - Sélection 12/12/2022 Yellow: the Client is
>>> recoverable with an intervention Resolved and saved green Selection
>>> Retraite Tours Angrignon Elephant Unable to Staff unable to staff,
>>> shifts where asked beginning of the week for the weekend and we called last
>>> minute on friday evening to let them know we couldn't staff. I called
>>> and apologize for not being able to staff and notifying last minute,
>>> offered to help with regular PAB and follow up directly every week for any
>>> needs or referrals they have Yes 0 0 $13,350.01
>>> 3/20/2023 CAN Montreal Lorena Ybarra Residence Elogia Résidence Elogia
>>> - Groupe Maurice Yellow: the Client is recoverable with an intervention Resolved
>>> and saved green Residence SEC Elogia Unable to Staff could not staff
>>> for the march 10th shift requested nor the 13th, shifts were requested on
>>> March 6th. appologized for not been able to staff. weekly follow up to
>>> see if we could have a monthly schedule with their needs in advance and we
>>> could work on recruitment of more bilingual staff. Other No 0 0
>>> 3/21/2023 New England Winchester Kevin Krinopol Roni Burns Brightview
>>> Senior Living Wakefield 11/22/2021 Yellow: the Client is recoverable
>>> with an intervention Pending orange Veronica (Roni) Burns Elephant No
>>> Call No Show Need to call the front desk so the community is informed.
>>> I would like to be notified as well. Other No 0 0
>>> 3/23/2023 Texas and Arizona Anderson Mill John Potocki Dale Bowman Bsw
>>> Lakeway 3/25/2023 Green: the Client has been recovered Resolved and
>>> saved green Dale Boman Bee Unable to Staff Caregiver reported to have
>>> had a traffic accident on the way to work. Not sure if that caregiver is
>>> still interested in taking the Live In on going, and have not received any
>>> updates from Ops regarding caregiver status or search for back up. No back
>>> up h Working on re staffing. Other Yes 0 0 $2,451.50
>>> 3/23/2023 Texas and Arizona Anderson Mill John Potocki Marlene Boman Bsw
>>> Lakeway 3/25/2023 Green: the Client has been recovered Resolved and
>>> saved green Marlene Boman Bee Unable to Staff Caregiver reported to
>>> have had a traffic accident on the way to work. Not sure if that caregiver
>>> is still interested in taking the Live In on going, and have not received
>>> any updates from Ops regarding caregiver status or search for back up. No
>>> back up ha Working on restaffing Other Yes 0 0 $2,451.50
>>> 3/23/2023 Great Lakes and Illinois Chicago Claudia Cook Q1 - Mather
>>> Evanston Mather Evanston (The) 11/5/2022 Yellow: the Client is
>>> recoverable with an intervention Pending orange Naomi ("Nicky") Jackson
>>> Elephant Unable to Staff Jennifer, we have an elephant that we are
>>> possibly going to lose at The Mather, an SAP account. We have been doing
>>> weekend CG for Naomi Jackson for a few months now. We received poor
>>> Medallia scores yesterday from the daughter and I have learned this morn 1.
>>> Gathered information from CSM.
>>> 2. Notified Operations
>>> 3. CSM discussed with client's GCM and then updated the referral source,
>>> Bonnie.
>>> 4. Operations to find a weekend CG and train her in Enhanced Dementia
>>> Training. -ccook Potentially ending service Yes 0 0 $21,880.00
>>> 3/22/2023 Central States St. Louis Amanda Dees Mason Pointe Mason
>>> Pointe Care Center 5/10/2020 Red: the Client has been lost Pending
>>> orange Joy Rock Elephant Billing Concern Joy's family is upset about
>>> our recent price increase. They feel beyond it is beyond what is warranted
>>> by market conditions and that they are being "gouged." We have attempted to
>>> resolve and have offered to keep the rate at $32/hr., but they are going in Ended
>>> service Yes 0 0 $144.00
>>> 3/24/2023 Texas and Arizona Anderson Mill John Potocki Lydia Castor Maravilla
>>> at The Domain - Assisted Living 1/30/2023 Green: the Client has been
>>> recovered Resolved and saved green Lydia Castor Turtle Service Issue Good
>>> morning,
>>> This morning in stand up Brenda reported that she has gotten some
>>> complaints from her staff regarding Alexis. She says that she is
>>> consistently showing up late to her shift with Miss Castor, and then
>>> rushing her to eat, and then leaving be Caregiver Ambassador is
>>> reaching out to caregiver Other No 0 0 $103,055.52
>>> 3/20/2023 Florida Sarasota Jodi France Claire Cressia - SI Westminster
>>> Point Pleasant Shores 3/16/2023 Red: the Client has been lost No Impact No
>>> Impact Claire Cressia Bee Service Issue The Client's daughter has
>>> discontinued services. @Dawn Christensen @Tina Evanchik @Jodi France
>>>
>>>
>>> -Staffing got the same ongoing caregiver for them from the start per
>>> daughter's request. Both Dawn and Linda had gone out to see the
>>> client/caregiver. I dis Success Manager tried to save the client.
>>> Please see in details of service incident. Ended service No 0 0
>>> $10,052.32
>>> 3/22/2023 New Jersey, New York and Pennsylvania Southern NJ Gerald
>>> Saluti Edward Helm - Service Failure VNA Health Group- Monmouth Red:
>>> the Client has been lost Resolved and saved green Edward Helm Unable to
>>> Staff SOC was set for 3/21/23 and we were unable to staff the case
>>> based on hours and location. I attempted to sell more mores to the
>>> client to make the case more attractive for a CG but the client did not
>>> want to add hours. Ended service No 0 0 $52,664.27
>>> 3/24/2023 New England Wellesley Meghan Fitzpatrick No Call No Show Brigham
>>> and Women's Faulkner Community Physicians at West Roxbury 3/9/2023 Yellow:
>>> the Client is recoverable with an intervention Pending orange Ellen
>>> Parent Bee No Call No Show Client hired a caregiver to cover for her
>>> family caregiver while she was out of town because her VNA stated if she
>>> was found alone she'd be sent to the hosptial. Caregiver was scheduled and
>>> confirmed with staffing the night before. Client called saying sh New
>>> caregiver was sent. Potentially ending service Yes 0 0 $1,170.00
>>> 3/20/2023 New Jersey, New York and Pennsylvania Central NJ Rachael
>>> McKinney Adele Jacobson Springpoint at Home - Mercer 3/8/2023 Red: the
>>> Client has been lost No Impact No Impact Adele Jacobson Cheetah Service
>>> Issue This client cancelled services over the weekend. I just followed
>>> up with her, and she said no one ever called her regarding the request that
>>> Jackie sent in this thread about extending services on Wednesday. Not sure
>>> what happened there, but she wasn't hap Ended service Yes 0 0 $2,126.00
>>> 3/24/2023 Greater LA Central LA Malakai Maita Ayla Seifsoy- cg 30 mins
>>> late to intro Legacy Homecare LA 3/24/2023 Green: the Client has been
>>> recovered No Impact No Impact Ayla Serifsoy - LTC Service Issue CG was
>>> 30 minutes late to introduction. CG Allergic to dogs and they have a dog
>>> (noted on care plan). Personality and experience not good fit for what is
>>> primarily a companion case. Discussed concerns with CSM involved who
>>> provided feedback to staffing on Cindy Vera Cruz. She has a history of
>>> issues so further discussion on why she was chosen for this client.
>>> Addressed coaching concerns with SM supervisor and CSM. Re-staffed and SOC
>>> Other Yes 0 0 $9.50
>>> 3/21/2023 NC and SVA Raleigh Samantha Staton Frax Intake The Reserve at
>>> Mills Farm 3/23/2023 Green: the Client has been recovered Resolved and
>>> saved green Pat Grimmer Turtle Service Issue Reserve at Mills Farm
>>> notified HCL that a resident's daughter, Laura, called our main line to
>>> initiate pop in services for her mother and was told that we did not offer
>>> less than 6hr minimum. In this community, we do offer pop in visits at 15
>>> min, 30 min, Inquiring daughter Laura was called immediately,
>>> apologized to for confusion from her initial call, and the lead was saved.
>>> Daughter has completed service agreement and we are scheduling nursing
>>> assessment. HCL followed up with community to apologize for Other Yes 2
>>> 0 0 $353,031.49
>>> 3/20/2023 Texas and Arizona Houston Hether Young 3/14-Rawl-EAG/Silverado Elder
>>> Advisory Group 9/6/2021 Yellow: the Client is recoverable with an
>>> intervention Resolved and saved green Manya Rawl Elephant Service Issue Received
>>> a phone call from Sharona who is the Care Mgr for Manya Rawl. There has
>>> been an issue with the Hospice nurse not letting the community know that
>>> they are visiting Ms Rawl. So Sharona had asked our caregiver to shoot her
>>> a text when the Hospice nu Put on careplan to send a text on Tuesdays
>>> when Hospice Nurse arrives. No 13 0 0 $740,586.81
>>> 3/20/2023 Texas and Arizona Houston Hether Young 3/17-Hogle-Auberge SL
>>> NCNS The Auberge at Sugar Land 7/3/2021 Green: the Client has been
>>> recovered Resolved and saved green Rose Marie Hogle Elephant No Call No
>>> Show CG was a NCNS on Friday 3/17. It was told to the team about the
>>> caregiver wanting some time off due to her mom passing away. The family was
>>> extremely upset since Ms Hogle is a fall risk and the evening caregiver did
>>> not stay. The community notiified us an shift was covered. No 10 0 0
>>> $1,480,276.49
>>> 3/20/2023 Texas and Arizona Houston Hether Young 3/17-Hogle-Auberge SL
>>> CG issue The Auberge at Sugar Land 7/3/2021 Green: the Client has been
>>> recovered Resolved and saved green Rose Marie Hogle Elephant Service
>>> Issue Recceived a call from the ED at Auberge SL stating she sent the
>>> CG home due to her attitude. She stated that their community CG went in to
>>> check on Hogle and our CG was on the couch while Ms Hogle was in the
>>> restroom. Their CG asked why she wasn't in ther Stephanie is visiting
>>> the community today to resolve any caregiver issues and how we can work
>>> better between their team and ours. No 10 0 0 $1,480,276.49
>>> 3/22/2023 Bay Area East Bay Drake Tam The Kensington/CNRS Supplemental The
>>> Kensington 7/5/2021 Red: the Client has been lost Pending orange The
>>> Kensington Supplemental staffing Service Issue Nurse administered
>>> Medication to the wrong resident. Unfortunately we've been fired & there is
>>> no chance of saving this case. I have a meeting with their directors
>>> tomorrow.
>>>
>>>
>>> In preparation for my meeting:
>>>
>>> Leadership, what can we do to make this better for the family? Ended
>>> service No 36 0 0 $718,316.02
>>> 3/24/2023 Southern States Grand Strand Kelli Jayroe Watercrest Watercrest
>>> Myrtle Beach 3/22/2023 Orange: the Client has paused or lowered services Resolved
>>> and saved green Janice Potter Bee Service Issue I called staffer to say
>>> I don't think this caregiver or having 3 different caregivers in the first
>>> 3 days is going to be a good idea for this client. Tameka immediately got
>>> an attitude, wouldn't take her off the schedule and now i'm trying to keep
>>> the fam i will apologizing to family, community, hospice group and
>>> medical group. 3 different referral sources are involved with this client
>>> that I will be trying to mend my relationship with. Yes 0 0 $22,335.00
>>> 3/23/2023 Greater LA Central LA Malakai Maita Diana Davidow - Frax not
>>> following instructions Atria Park of Pacific Palisades 12/14/2022 Yellow:
>>> the Client is recoverable with an intervention Pending orange Diana
>>> Davidow Elephant Service Issue Last minute cg call out. Jennifer does
>>> not want updates about call outs/schedule changes until it is restaffed.
>>> This is noted on Davidow's Wellsky profile but it continues to happen It
>>> has been escalated and Frax leadership and Ops leadership had a meeting to
>>> discuss plan of action Other No 3 0 0 $144,627.01
>>> 3/23/2023 Central States St. Louis Amanda Dees Delmar Gardens West Delmar
>>> Gardens West Red: the Client has been lost Pending orange William
>>> Margolies Unable to Staff William "Bill" was in rehab at Delmar Gardens
>>> West and was set to be discharged on 3/17/23. I was made aware of this
>>> potential client on the morning of 3/16/23 by both Bruce Klein, Asst.
>>> Administrator, and Marcie, Bill's SW. I had actually met with Bruce
>>> Other Yes 2 0 0 $88,110.50
>>> 3/20/2023 CAN Oakville (GTA) Amanda Ilines Helen St. Pierre - Service
>>> Failure Park Avenue Manor Retirement Home 12/29/2022 No Impact Resolved
>>> and saved green Helen St. Pierre Elephant Service Issue Email from
>>> Executive Director, Shannon. "Please be advised that the caregiver assigned
>>> to Helene St.Pierre was sleeping in the dining room during a St.Patricks
>>> day party, I had to wake her up myself. Can you please not send this woman
>>> again?" Removed caregiver and Scheduling manager and CSM emailed
>>> Executive Director back about the incident. No 0 0 $43,684.80
>>> 3/22/2023 New England Clinton Cori Zuppardi Service concerns Cori
>>> Zuppardi - Personal Network 3/17/2023 Green: the Client has been
>>> recovered Resolved and saved green Sheila Giordano Elephant Service
>>> Issue Caregiver arrived late the first and second days, then client
>>> cancelled services and caregiver didn't show the third day. Daughters were
>>> frustrated by this. Team was proactive with resolving the issue with
>>> communications to the family, replacing the caregiver and offering
>>> satisfaction guarantee. Daughter was very pleased with caregiver that
>>> started on the fourth day. Other Yes 0 0 $608.00
>>> 3/21/2023 Central States St. Louis Ryan Mitchell Aberdeen Heights Aberdeen
>>> Heights 11/26/2021 Red: the Client has been lost Pending orange Jane
>>> Weeks Elephant Service Issue The community has decided to go with
>>> another "preferred provider," Caring Professionals. The main points of
>>> contacts (Patti) is telling our current clients to switch to this company
>>> they are using. Jane, has no local family and pretty much just does what Ended
>>> service Yes 98 0 0 $5,088,687.55
>>> 3/21/2023 Central States St. Louis Ryan Mitchell Aberdeen Heights Aberdeen
>>> Heights 11/22/2022 Red: the Client has been lost Pending orange Betty
>>> McDowell Turtle Billing Concern The community has decided to go with
>>> another "preferred provider," Caring Professionals. The main points of
>>> contacts (Patti) is telling our current clients to switch to this company
>>> they are using. They also mentioned that we are getting expensive with ne Ended
>>> service Yes 98 0 0 $5,088,687.55
>>> 3/23/2023 Central States St. Louis Ryan Mitchell Aberdeen Aberdeen
>>> Heights 10/17/2022 Red: the Client has been lost Resolved but lost red Gene
>>> Beatty Turtle Service Issue Since Aberdeen now has a new "preferred
>>> provider," we have lost a handful of clients there and now Gene doesn't
>>> have enough hours for us to keep since we can no longer stack it with other
>>> clients in there. Lowered hours Yes 98 0 0 $5,088,687.55
>>>
>>> On Mon, Mar 20, 2023 at 9:26 PM Keri Thrush <kthrush@thekey.com> wrote:
>>>
>>>> *SLI Weekly Snapshot (3/13 - 3/19)*
>>>>
>>>> Hello, all!
>>>>
>>>> No change from last week for # of SLI submissions YTD by region with "what
>>>> intervention has been done or plan" blank. Please document information
>>>> in efforts to enhance conversations/meetings with team members and learn
>>>> from the service recovery efforts that are moving the color statuses to
>>>> green!! Please lookout for meeting invites. Thank you!
>>>>
>>>>    -
>>>>
>>>>    Bay Area: 1
>>>>    -
>>>>
>>>>    Illinois: 1
>>>>    -
>>>>
>>>>    Great Lakes: 1
>>>>    -
>>>>
>>>>    Connecticut: 3
>>>>    -
>>>>
>>>>    Greater LA: 5
>>>>    -
>>>>
>>>>    Southwest Florida: 5
>>>>    -
>>>>
>>>>    Texas: 7
>>>>    -
>>>>
>>>>    NC and SVA: 13
>>>>    -
>>>>
>>>>    New Jersey and Pennsylvania: 13
>>>>    -
>>>>
>>>>    New York: 13
>>>>    -
>>>>
>>>>    Southern States: 14
>>>>
>>>>
>>>> Service Level Intervention: Created Date Office Region of the Client Office
>>>> Location of the Client Service Level Intervention: Created By Service
>>>> Level Intervention: Service Level Intervention Name Referral Account:
>>>> Account Name Start of Care Date Status of the Client Relationship Status
>>>> of the Referral Acct Relationship Status of the Referral Partner
>>>> Relation Client Name Stated Animal Kingdom from Opportunity Type of
>>>> incident Describe details of Service Incident What intervention has
>>>> been done or plan Client Response to Service Failure Is this 1st
>>>> Service Failure w/REF ACCT Referral Account: Clients Referred Referral
>>>> Account: Opportunities Referred Referral Account: Active Clients Referral
>>>> Account: growth Month over Month Referral Account: Lifetime Revenue
>>>> 3/13/2023 Texas San Antonio Shelly Arsate Arsate George McNeil-Service
>>>> issue Villa De San Antonio 2/11/2023 Green: the Client has been
>>>> recovered Resolved and saved green George McNeil Turtle Service Issue unskilled
>>>> caregiver sent , made the sweet client uncomfortable and embarrassed to use
>>>> the bathroom . CG Anta Sambe Tina Success and Sara regional success
>>>> involved. Caregiver has been replaced. Other No 0 0 $10,500.00
>>>> 3/13/2023 Texas San Antonio Shelly Arsate Arsate Annette Gould-Staffing Care
>>>> Advocates 7/23/2022 Green: the Client has been recovered Resolved and
>>>> saved green Annette Gould Elephant Service Issue Caregiver call off ,
>>>> CPA and Gcm called on call to restaff , on call was rude and told Sandy CPA
>>>> that she would need to find care for the client because they did not have
>>>> coverage to cover the call off . The referral source brought thekey to help
>>>> cover Sara Regional success called Sandy to help calm the POC and help
>>>> regain the trust we had established. Sara is looking into service issue.
>>>> No 0 0 $36,488.48
>>>> 3/13/2023 Texas San Antonio Shelly Arsate Arsate Horace
>>>> Bissett-service issue Care Advocates 3/10/2023 Green: the Client has
>>>> been recovered Resolved and saved green Horace Bissett Elephant Service
>>>> Issue staffing send an unskilled cg to the client's home, CG was
>>>> unable to change a brief. this client was already hesitant to start care
>>>> and was very disappointment we sent an unskilled caregiver Sara
>>>> Reginal success notified, Tina Success called family and offered the
>>>> satisfaction guarantee. Potentially ending service Yes 0 0 $36,488.48
>>>> 3/13/2023 Texas San Antonio Shelly Arsate Arsate Kimberly
>>>> Villareal-service issue Encompass Health Rehabiliation Hospital of San
>>>> Antonio 1/3/2023 Green: the Client has been recovered Resolved and
>>>> saved green Kimberly Villarreal Elephant Service Issue Kimberly called
>>>> on call and stated that the caregiver sent Anta Sambe did not change her
>>>> and did not know how to change an adult diaper Tina and Sara notified.
>>>> Caregiver pulled from shifts and re-staffed with training for new CG.
>>>> Other Yes 0 0 $87,963.71
>>>> 3/13/2023 Connecticut Clinton Cori Zuppardi Lost Lead FCP Live In Red:
>>>> the Client has been lost Resolved and saved green George Gustin Unable
>>>> to Staff Client was a challenging live in case, temporary, one
>>>> bedroom, 2 person assist, needing care same day. Unable to give client a
>>>> concrete commitment before another agency did. Client was never started Client
>>>> was thankful for the help, referral source not affected. Tayler was
>>>> responsive and helpful. Not sure how to make improvements on making
>>>> commitments to staff a case in those circumstances. Client was never started
>>>> Yes 0 0 $10,407.50
>>>> 3/13/2023 Great Lakes Lansing Jeannie Anthony Carie Martineau Mid-Michigan
>>>> Home Health & Hospice Red: the Client has been lost Resolved and saved
>>>> green Carie Martineau No Call No Show Family was short term attention,
>>>> we decided to take it on. It was staffed. Caregiver ncns. Put the same
>>>> caregiver on for the next day. Caregiver ncns. Conversation has been
>>>> done, confirming shifts prior to SOC. Reviewed information with Operational
>>>> Leadership. Ended service Yes 0 0
>>>> 3/13/2023 Texas Houston Hether Young 3/10-Hogan-Silverado Silverado
>>>> Community Hermann Park 1/30/2023 Green: the Client has been recovered Resolved
>>>> and saved green Jeff Hogan Elephant Service Issue Received call from
>>>> Shameka at Silverado. She stated that our caregiver was tying to go out the
>>>> side door. Shameka asked her to use the front door due to residents who are
>>>> exit seeking. The caregiver told her she was just running to her car.
>>>> Shameka said y Stephanie was made aware and the caregiver was added on
>>>> the do not send to Silverado list. No 39 0 0 $401,217.90
>>>> 3/13/2023 Great Lakes Grand Rapids Ian Durner Unknown Care Patrol of
>>>> Grand Rapids West - Kalamazoo 3/9/2023 Red: the Client has been lost
>>>> Pending orange Barbara Hall Bee Unable to Staff Client had care
>>>> scheduled on 3/11/23 from 5pm-9pm. We did not staff the shift. It was
>>>> deleted from ClearCare to make it look like no shift was scheduled. POC
>>>> called my Monday morning to let me know they were not going to schedule any
>>>> more shifts beyond wh Ended service Yes 0 0 $50,953.69
>>>> 3/14/2023 DC Metro Annapolis Melissa Pittman Louise Snyder- FRAX Future
>>>> Care Chesapeake 2/25/2023 Yellow: the Client is recoverable with an
>>>> intervention Pending orange Louise Snyder (VJ) Elephant Service Issue Client
>>>> referred by AA Medical but care is being provided at my account- Future
>>>> Care Chesapeake. Client's husband was called at 1:30 am by Matthew at FRAX
>>>> to see if a caregiver arrived at 7 pm for their shift. Client's husband
>>>> emailed and was very upset Email was forwarded to Lauren from spouse's
>>>> husband, message into Future Care to discuss the care we are provided to
>>>> see if they have any concerns. Other Yes 0 0 $133,185.65
>>>> 3/15/2023 Bay Area Napa Nick Landaker Gustavson The Meadows Of Napa
>>>> Valley Green: the Client has been recovered Pending orange The Meadows
>>>> Napa Valley Supp Nursing Service Issue Caregiver went with client to
>>>> the bank as client is approved to leave with caregiver. Client has a new
>>>> diagnosis of dementia and told tellers at the back that the caregiver was
>>>> stalking him. Situation was resolved and client and caregiver went to the
>>>> car. Claudia notified Nick
>>>> Nick notified community
>>>> Claudia filed police report
>>>> Nick notified community that we were searching for client and police
>>>> report has been filed.
>>>> Nick will be adressing with The Meadows in person today. Potentially
>>>> ending service No 48 0 0 $1,271,922.38
>>>> 3/15/2023 Bay Area Bay Area North Drake Tam SLI - Supplemental Aldersly
>>>> 7/18/2022 Green: the Client has been recovered Pending orange Aldersly
>>>> Supplemental Staffing Elephant Service Issue CG - Mohammed Nooraei was
>>>> sent home from shift for arguing with Aldersly Management.
>>>>
>>>>
>>>> - Unable to complete tasks
>>>> - Argumentative Met with ED on the spot of the call. Other No 4 0 0
>>>> $477,842.77
>>>> 3/16/2023 Bay Area The Peninsula Savahanna Mitchell Albert Mortara-
>>>> Client left Soiled Lassahn Fiduciary Services 1/13/2023 Yellow: the
>>>> Client is recoverable with an intervention Resolved and saved green Albert
>>>> Mortara Elephant Service Issue Last weekend on Sunday Vanessa and I
>>>> were notified by Laura( fiduciary) the client was found with an extremely
>>>> dirty and bursted colostomy bag. I informed the team Sunday night of the
>>>> incident and that Laura requested this caregiver be removed and followe Working
>>>> on finding new caregiver to be trained and confirmed Other No 8 0 0
>>>> $797,007.36
>>>> 3/16/2023 Connecticut Litchfield Lilian Ciesco Edgar Wainwright Watermark
>>>> At East Hill No Impact No Impact No Impact Edgar Wainwright Unable to
>>>> Staff Unable to start case as the client only requesting 4 hrs of care
>>>> 3xweek in a challenging staffing area Client never started Other Yes 0
>>>> 0 $8,992.25
>>>> 3/16/2023 Connecticut Litchfield Lilian Ciesco Vivian Wainwright Watermark
>>>> At East Hill No Impact No Impact No Impact Vivian Wainwright Unable to
>>>> Staff unable to staff as they are only requesting 4 hrs of care in a
>>>> very challenging staffing area 3x week Yes 0 0 $8,992.25
>>>> 3/16/2023 New England Wellesley Kevin Krinopol Adelaide Adelaide of
>>>> Newton 2/16/2023 Yellow: the Client is recoverable with an intervention
>>>> Pending orange Ruth Montague Elephant No Call No Show Patience was a
>>>> no call no show on Friday and Saturday Operations team is aware.
>>>> Assured the community the caregiver will not be back at Adelaide. Other
>>>> No 0 0 $22,492.00
>>>> 3/16/2023 DC Metro Northern Virginia Arwa Landivar No call No Show Pathways
>>>> in Aging 6/22/2021 Yellow: the Client is recoverable with an
>>>> intervention Resolved and saved green Richard Maybach (MB) Elephant Service
>>>> Issue Hello Tricia and Arwa,
>>>>
>>>>
>>>> I just heard from Richard Maybach's power of attorney that he was sent
>>>> to the emergency room for shortness of breath at 2:30 this afternoon. The
>>>> caregiver on duty did not notify us, nor did they stay with Bill in the
>>>> hospital. Th It appears according to the OC team that Frax did not
>>>> reach out to OC team to inform them of call off until 720pm. This is when
>>>> the OC team s/w Dana.
>>>>
>>>>
>>>> Phones were down for a short while yesterday. When OC team called Frax
>>>> to check for updates at 130pm Other Yes 29 0 0 $1,978,602.45
>>>> 3/17/2023 Texas San Antonio Shelly Arsate Arsate Kenneth Cox-staffing
>>>> issues Encompass Health Rehabiliation Hospital of San Antonio 3/10/2023 Yellow:
>>>> the Client is recoverable with an intervention Pending orange Kenneth
>>>> Cox Elephant Service Issue Clients Private caregiver is accusing our
>>>> caregiver of drinking while on shift. Cherry Regional was notified and
>>>> has reached out to family. CG was pulled. There is a lot of dynamics in
>>>> this household Other No 0 0 $87,963.71
>>>> 3/17/2023 Texas San Antonio Shelly Arsate Arsate Neil Hinze-staffing CC
>>>> Senior Resources 2/24/2023 Red: the Client has been lost Resolved but
>>>> lost red Neil Hinze Cheetah Service Issue Family stated lack of trust
>>>> in providing care for her dad. Lack of quality caregiver. Caregivers
>>>> showing up late Tina , Success talked to family but they did not want
>>>> to continue service. I talked to the referral source who was disappointed
>>>> in the inconsistency. Ended service Yes 0 0 $18,843.04
>>>>
>>>> On Mon, Mar 13, 2023 at 9:31 PM Keri Thrush <kthrush@thekey.com> wrote:
>>>>
>>>>> *SLI Weekly Snapshot (3/6 - 3/12)*
>>>>>
>>>>> Hello, all!
>>>>>
>>>>> Year to date 31% (74 of 243) of SLI submissions have missing
>>>>> information under "what intervention has been done or plan"
>>>>> (breakdown below). Please document information in efforts to enhance
>>>>> conversations/meetings with team members and learn from the service
>>>>> recovery efforts that are moving the color statuses to green!!
>>>>>
>>>>> # of SLI submissions YTD by region with "what intervention has been
>>>>> done or plan" blank...
>>>>>
>>>>>    -
>>>>>
>>>>>    Bay Area: 1
>>>>>    -
>>>>>
>>>>>    Illinois : 1
>>>>>    -
>>>>>
>>>>>    Connecticut: 2
>>>>>    -
>>>>>
>>>>>    Greater LA: 5
>>>>>    -
>>>>>
>>>>>    Southwest Florida: 5
>>>>>    -
>>>>>
>>>>>    Texas: 7
>>>>>    -
>>>>>
>>>>>    NC and SVA: 13
>>>>>    -
>>>>>
>>>>>    New Jersey and Pennsylvania: 13
>>>>>    -
>>>>>
>>>>>    New York: 13
>>>>>    -
>>>>>
>>>>>    Southern States: 14
>>>>>
>>>>> *SLI weekly snapshot for all new submissions. *Please look out for
>>>>> invites shortly. Thank you!
>>>>> Service Level Intervention: Created Date Office Region of the Client Office
>>>>> Location of the Client Service Level Intervention: Created By Service
>>>>> Level Intervention: Service Level Intervention Name Referral Account:
>>>>> Account Name Start of Care Date Status of the Client Relationship Status
>>>>> of the Referral Acct Relationship Status of the Referral Partner
>>>>> Relation Client Name Stated Animal Kingdom from Opportunity Type of
>>>>> incident Describe details of Service Incident What intervention has
>>>>> been done or plan Client Response to Service Failure Is this 1st
>>>>> Service Failure w/REF ACCT Referral Account: Clients Referred Referral
>>>>> Account: Opportunities Referred Referral Account: Active Clients Referral
>>>>> Account: growth Month over Month Referral Account: Lifetime Revenue
>>>>> 3/6/2023 New York Suffolk Carole Siebner Josephine Hoffman Scott
>>>>> McWilliams Red: the Client has been lost Resolved and saved green Josephine
>>>>> Hoffman Unable to Staff Yes 0 0
>>>>> 3/6/2023 Texas Houston Hether Young 3/3-Dreyfus-MCP Mom's Care Plan Red:
>>>>> the Client has been lost Resolved but lost red Louise Dreyfus Service
>>>>> Issue Donna was giving TheKey another try and referred Ms Dreyfus to
>>>>> us. I called Maxwell to schedule assessment. We talked briefly and he had a
>>>>> call from thehospital coming in so he had to let me go. I was in a meeting
>>>>> when he called back. I asked Care solutio No 26 0 0 $1,055,093.15
>>>>> 3/6/2023 Greater LA Central LA Malakai Maita Mildred Hattenbach-
>>>>> service failure Salus Home Care- Beverly Hills 3/4/2023 Red: the
>>>>> Client has been lost Resolved and saved green Mildred Hattenbach
>>>>> Cheetah Service Issue Family upset with cg. Cg ate clients food and
>>>>> was asking for netflix log in. Client canceled cg but she still showed up
>>>>> next day so family decided to cancel ongoing poc will not answer so
>>>>> unable to offer "satisfaction guarantee". CSM Ama had been reaching out as
>>>>> well. Will continue to follow up Ended service No 0 0 $29,329.42
>>>>> 3/6/2023 New York Suffolk Carole Siebner Phyllis Paddock Stony Brook
>>>>> University Hospital 2/15/2023 Red: the Client has been lost Resolved
>>>>> and saved green Phyllis Paddock Cheetah Unable to Staff Yes 0 0
>>>>> $6,162.50
>>>>> 3/6/2023 New Jersey and Pennsylvania Central NJ Lance Abalos Brandywine
>>>>> Living at Livingston - Gladys Ramm Brandywine Living At Livingston
>>>>> 2/27/2023 Orange: the Client has paused or lowered services Pending
>>>>> orange Gladys Ramm Elephant Service Issue 1st incident was we sent a
>>>>> caregiver that is not flu vaccinated despite being informed so. Brandywine
>>>>> was kind enough to ignore this service failure and move on.
>>>>>
>>>>>
>>>>> Earlier today, client called me and was upset that we sent a new CG to
>>>>> her and did not in Per request of the daughter, we have to talk to
>>>>> (CG) Ekua and tell her client was very happy with her services and not
>>>>> upset with her, they just don't need the night shift anymore. Once that is
>>>>> done I have to call the client and the daughter to assure the Potentially
>>>>> ending service Yes 0 0 $91,220.75
>>>>> 3/6/2023 Southwest Florida Naples Patti Raco Assisted Living Locators
>>>>> -Naples Assisted Living Locators - Naples 2/26/2023 Orange: the
>>>>> Client has paused or lowered services Resolved and saved green Sally
>>>>> Quinn Cheetah Service Issue Caregiver left her shift this morning
>>>>> without getting client up, changing her and washing her and dressing her
>>>>> for the day. Clients daughter came in and found her mother was wet up to
>>>>> her neck soaked in urine. Client was a cheetah to begin with...with
>>>>> the possibility of a restart in the future...caregiver will be brought in
>>>>> for increased training as per Ambassador team. Yes 0 0 $14,356.99
>>>>> 3/6/2023 Bay Area Bay Area North Drake Tam NCNS - Redwoods The
>>>>> Redwoods 3/2/2023 Green: the Client has been recovered Resolved and
>>>>> saved green Patricia Treat Cheetah No Call No Show NCNS.
>>>>> I've signified "no" on Notified Operational leadership because I just
>>>>> found out (12:27pm via Keri Gilikin).
>>>>>
>>>>>
>>>>> Signifying this situation because we can "save" the case but this is
>>>>> one of those cases thats Post DC care & resistant.
>>>>> As we know, whe Other Yes 21 0 0 $475,175.06
>>>>> 3/6/2023 Texas Houston Hether Young 3/4 Kresovich-Fountainwood Fountainwood
>>>>> at Lake Houston 3/3/2023 Green: the Client has been recovered Resolved
>>>>> and saved green Nicolas Kresovich Cheetah No Call No Show NCNS on Sat
>>>>> for new client at new community. Jospeh was able to get shift covered
>>>>> starting at 1030a. Shift was covered. Yes 0 0 $21,198.50
>>>>> 3/7/2023 Texas Anderson Mill John Potocki Marcella Andrus Lakeline
>>>>> Oaks Retirement Community - Cedar Park 3/4/2023 Orange: the Client
>>>>> has paused or lowered services Pending orange Marcella Andrus Elephant Service
>>>>> Issue My wife released/dismissed Nayla (sp?) at ~ 3:45 PM this
>>>>> afternoon after learning:
>>>>> - After my wife discovered that Marcella's left leg/ankle has been
>>>>> swelling, she discovered that she had not been given her morning meds,
>>>>> which had they been given, may ha NA Lowered hours No 6 0 0
>>>>> $142,076.11
>>>>> 3/7/2023 Greater LA Central LA Malakai Maita Diana Davidow - call out
>>>>> not communicated Atria Park of Pacific Palisades 12/14/2022 Green:
>>>>> the Client has been recovered Resolved and saved green Diana Davidow
>>>>> Elephant Service Issue communication issue: cg called out in the
>>>>> morning via frax. No follow up with cg or family to notify them.
>>>>>
>>>>>
>>>>> Daughter Jennifer visited and there was no caregiver Discussed
>>>>> communication issues with Tim Other No 3 0 0 $137,464.24
>>>>> 3/7/2023 Southern States Grand Strand Kelli Jayroe Thelma Persing Grand
>>>>> Strand Medical Center 1/17/2023 Red: the Client has been lost No
>>>>> Impact No Impact Thelma Persing Elephant Unable to Staff -multiple
>>>>> requests for recruitment to focus on the Northern end of our territory
>>>>>
>>>>>
>>>>> - multiple requests for staffing to get a consistent caregiver.
>>>>>
>>>>>
>>>>> - this client had 4 different caregivers within the first 4 days of
>>>>> service No 14 0 0 $1,249,404.59
>>>>> 3/7/2023 Greater LA Central LA Malakai Maita Avenir MCWS - unable to
>>>>> staff Avenir Memory Care at Westside 2/17/2023 Green: the Client has
>>>>> been recovered Resolved and saved green Avenir MCWS Supplemental
>>>>> Staffing Cheetah Unable to Staff Unable to staff requested shifts. Improve
>>>>> communication with community so they are updated throughout our search
>>>>> Other No 2 0 0 $47,562.24
>>>>> 3/7/2023 New York Suffolk Carole Siebner Sonja Picardi Carillon
>>>>> Nursing and rehab Red: the Client has been lost No Impact No Impact Sonja
>>>>> Picardi Unable to Staff Unable to provide a plan as this client was
>>>>> never an actual intake, just a question as to whether we could staff, when
>>>>> told it would be difficult, the HCL replied, I will refer it out. We did
>>>>> not get the opportunity to try to staff as there was no full i No 4 0
>>>>> 0 $269,382.96
>>>>> 3/8/2023 Southwest Florida Fort Myers Melisa Jakubiec Joan Lerum -
>>>>> Cost issue Web Lead - Google Paid Red: the Client has been lost Resolved
>>>>> but lost red Joan Lerum Billing Concern Prospect family went with
>>>>> Home Instead HC due to lower hourly rate and SOC fee waived. Other Yes
>>>>> 25 0 0 $741,574.79
>>>>> 3/8/2023 New York Suffolk Carole Siebner John Pillkington Scott
>>>>> McWilliams Red: the Client has been lost Pending orange John
>>>>> Pilkington Unable to Staff No 0 0
>>>>> 3/8/2023 Southwest Florida Bradenton Jodi France Paul Kramer -Billing
>>>>> Issue Manatee Memorial Hospital Red: the Client has been lost Resolved
>>>>> and saved green Paul Kramer Billing Concern Client chose an agency
>>>>> that did not charge the $150 SOC We have implemented a customer
>>>>> service initiative that takes all issues internal and we never push a
>>>>> Client to "billing". We simply take the issue to billing, get an answer and
>>>>> go back to the Client with the answer. No 0 0 $480.00
>>>>> 3/8/2023 New York Suffolk Carole Siebner Pearl Staller Stony Brook
>>>>> University Hospital Red: the Client has been lost Resolved and saved
>>>>> green Pearl Staller Unable to Staff Ended service Yes 0 0 $6,162.50
>>>>> 3/8/2023 New Jersey and Pennsylvania Southern NJ Kaitlin Feola Tina
>>>>> Pesce- Unable to staff Artis Senior Living Of Brick Red: the Client
>>>>> has been lost Pending orange Tina Pesce Unable to Staff Tina's
>>>>> daughter Janene is the DON of Artis Senior Living Brick. After providing an
>>>>> in-service she reached out to see if we can assist her mom discharging home
>>>>> from SOMC. We do not have available hourly CG in Manahawkin at this time. Referred
>>>>> her to Executive Care Holiday City- Tara Bonneli who can staff Manahawkin
>>>>> area. Yes 0 0
>>>>> 3/8/2023 New Jersey and Pennsylvania Southern NJ Kaitlin Feola Judith
>>>>> Polera- unable to staff VNA Health Group- Ocean Red: the Client has
>>>>> been lost Pending orange Judith Polera Unable to Staff No available
>>>>> care givers for short hour cases in this territory at this time. VNA unable
>>>>> to supplement and provide wound care needs 7 day/week for client. Referred
>>>>> her out to a care manager to assist. No 0 0 $19,495.41
>>>>> 3/8/2023 Southwest Florida Fort Myers Melisa Jakubiec Carl Davis - VA
>>>>> Preferred Pricing HC Melisa Jakubiec - Personal Network Red: the
>>>>> Client has been lost Resolved but lost red Carl Davis Billing Concern Prospect
>>>>> was a veteran and they went with a VA preferred HC company as he would not
>>>>> pay anything out of pocket. Reg, Sales mgr and Success mgr. were made
>>>>> aware. They will be pursuing a VA contract for us. Other Yes 0 0
>>>>> $2,681.00
>>>>> 3/8/2023 Texas McKinney Megan Cameron John_McKinneyActs Heritage
>>>>> Ranch Golf and Country Club 3/8/2023 Green: the Client has been
>>>>> recovered Pending orange Kathryn John Elephant Service Issue Caregiver
>>>>> went for shift and fell asleep while client was sleeping. Daughter reached
>>>>> out to Megan Cameron at 11:22 am explaining concerns. Megan notified Tamika
>>>>> Jackson and Justin Welch at 11:29 am. Tamika & Megan spoke 12:43 and Tamika
>>>>> was to call the d 3:30 pm Megan talked with daughter and discussed
>>>>> the Key Satisfaction Guarantee. Megan and client agreed to have her come on
>>>>> Friday.
>>>>> 4:15 pm- Justin and Tamika called the daughter and discussed the
>>>>> issues and placement of a new caregiver. Yes 0 0 $120.00
>>>>> 3/9/2023 Southern States Grand Strand Kelli Jayroe Elizabeth Wright Crescent
>>>>> Hospice-Myrtle Beach 3/8/2023 Red: the Client has been lost No Impact No
>>>>> Impact Elizabeth Wright Cheetah Unable to Staff - on call called the
>>>>> lcient at 6 am and said none of the shifts were covered.
>>>>> - regional staffing team nor on call reached out to local team for
>>>>> coverage advice
>>>>> -the same cg was scheduled for 24 hrs due to no other coverage in that
>>>>> area
>>>>> - Triff called client and offered a deal to correct service failure.
>>>>> scheduling team hopefully was notified that should ALWAYS reach local
>>>>> team for issues such as this Yes 16 0 0 $100,715.81
>>>>> 3/9/2023 Connecticut Hartford Cori Zuppardi lost client Apple Rehab
>>>>> of Cromwell Red: the Client has been lost Resolved and saved green Barbara
>>>>> Little Service Issue Client referred was a 2 person assist with
>>>>> limited informal supporters. HCL was unable to complete a home visit. It
>>>>> was agreed that this client would be a liability to take on. CZ
>>>>> notified referral source of the constraints on this case. SW was
>>>>> understanding. CZ assisted the SW with contacting competitor to make a
>>>>> referral so that the SW was supported. Yes 0 0 $13,842.07
>>>>> 3/10/2023 New Jersey and Pennsylvania Southern NJ Rachael McKinney Bob
>>>>> Shull Aging Advisors LLC Yellow: the Client is recoverable with an
>>>>> intervention Pending orange Robert (Bob) Shull Service Issue Complaint
>>>>> from GCM and client about nurse being unpleasant when opening case. Then
>>>>> caregiver came next day and said she was scared of dogs and left. Intake
>>>>> clearly said there was dogs in the home. We now schedule an aide for Monday
>>>>> with very poor english. No 10 0 0 $78,378.24
>>>>> 3/10/2023 Greater LA Central LA Malakai Maita Diana Davidow - last
>>>>> minute call out Atria Park of Pacific Palisades 12/14/2022 Green: the
>>>>> Client has been recovered Resolved and saved green Diana Davidow
>>>>> Elephant Service Issue CG scheduled to work 6a-2p but called at 1am
>>>>> to say she cannot come in until 9:30a. Concierge LVN not able to stay past
>>>>> 6am.
>>>>>
>>>>>
>>>>> Unable to have gaps in service so Solutions Manager covered shift from
>>>>> 5:45am to 10am when the cg arrived Solutions Manager covered the
>>>>> shift to avoid Jennifer (poc) being upset and preserve the relationship
>>>>> with her Other No 3 0 0 $137,464.24
>>>>>
>>>>> On Mon, Mar 6, 2023 at 2:05 PM Keri Thrush <kthrush@thekey.com> wrote:
>>>>>
>>>>>> *SLI Weekly Snapshot (2/27 - 3/5)*
>>>>>>
>>>>>> Hello, all!
>>>>>>
>>>>>> Provided below is the SLI weekly snapshot for all new submissions. Please
>>>>>> lookout for calendar invites shortly. Thank you!
>>>>>>
>>>>>> Service Level Intervention: Created Date Office Region of the Client Office
>>>>>> Location of the Client Service Level Intervention: Created By Service
>>>>>> Level Intervention: Service Level Intervention Name Referral
>>>>>> Account: Account Name Start of Care Date Status of the Client
>>>>>> Relationship Status of the Referral Acct Relationship Status of the
>>>>>> Referral Partner Relation Client Name Stated Animal Kingdom from
>>>>>> Opportunity Type of incident Describe details of Service Incident What
>>>>>> intervention has been done or plan Client Response to Service Failure Is
>>>>>> this 1st Service Failure w/REF ACCT Referral Account: Clients
>>>>>> Referred Referral Account: Opportunities Referred Referral Account:
>>>>>> Active Clients Referral Account: growth Month over Month Referral
>>>>>> Account: Lifetime Revenue
>>>>>> 2/27/2023 Bay Area Los Gatos Kevin Symes Cherry Jackson - No CG George
>>>>>> Arrivas (Edwards Jones Wealth Management) 1/12/2023 Yellow: the
>>>>>> Client is recoverable with an intervention Pending orange Cherry
>>>>>> Jackson Elephant No Call No Show CG called Staffing (maybe on-call)
>>>>>> about calling out for shift, but nobody told anyone, so there was no CG
>>>>>> that night. ?? Other Yes 0 0 $20,937.00
>>>>>> 2/27/2023 Southern States Atlanta Amanda Jackson Melonie and Vijay
>>>>>> Tipnis-service issue The Piedmont at Buckhead 3/18/2021 Orange: the
>>>>>> Client has paused or lowered services Pending orange Melonie Tipnis
>>>>>> Elephant Service Issue "Tipnis' daughter just texted me and stated
>>>>>> that she is concerned with inconsistency of care for her parents from The
>>>>>> Key caregivers with respect to the feedback from Piedmont staff and their
>>>>>> observations and will no longer need any further caregivers sc "I
>>>>>> told her how sorry I was to hear she felt that way and asked her if there
>>>>>> is anything we could do to rectify the situation. I called her and left her
>>>>>> a voicemail, asking her if we could talk tomorrow. Triff and Amanda are
>>>>>> involved to help rectify the s Potentially ending service No 0 0
>>>>>> 2/27/2023 Bay Area Bay Area North Drake Tam NCNS & Gaps in
>>>>>> Communication The Tamalpais 2/11/2022 Yellow: the Client is
>>>>>> recoverable with an intervention Pending orange The Tamalpais
>>>>>> Supplemental Elephant Service Issue CG: Kannisha missed Uber this
>>>>>> morning & we didn't know until The Tamalpais's director notified us at
>>>>>> 8:45am (Shift starts at 7am). In addition we were unable to send a
>>>>>> replacement CG.
>>>>>>
>>>>>>
>>>>>> The Tamalpais then asked us why we couldn’t just send her a little I'm
>>>>>> all ears for support.
>>>>>>
>>>>>>
>>>>>> I've exhausted every best practice/intervention I can think of &
>>>>>> quite frankly it seems to lead to the same result. Other No 51 0 0
>>>>>> $2,402,696.24
>>>>>> 2/27/2023 Bay Area Bay Area North Drake Tam Missed Operational
>>>>>> Communication The Tamalpais 2/11/2022 Yellow: the Client is
>>>>>> recoverable with an intervention Pending orange The Tamalpais
>>>>>> Supplemental Elephant Service Issue On call missed a call off from
>>>>>> CG: Yesenia & we did not notify the community until they reached out. In
>>>>>> addition we were unable to send a replacement CG.
>>>>>>
>>>>>>
>>>>>> Moreover, their director was able to communicate directly with CG:
>>>>>> Yesenia before TheKey could as I'm open to new ideas & I've
>>>>>> exhausted my tools. Other No 51 0 0 $2,402,696.24
>>>>>> 2/27/2023 New Jersey and Pennsylvania Central NJ Rachael McKinney Vivian
>>>>>> Gallagher Fellowship Village Inc Red: the Client has been lost
>>>>>> Pending orange Vivian Gallagher Unable to Staff I spoke to the
>>>>>> daughter-in-law and got the reason why she looked for another agency. She
>>>>>> said she lost trust in our agency when she got a call at 4pm Friday saying
>>>>>> we couldn't staff. Sorry the call 4pm Friday was telling her we had no one
>>>>>> to start Sunday We are updating the process with the local team to
>>>>>> ensure sales or care solutions communicates with the potential clients so
>>>>>> they can have the appropriate conversation if increased hours would help
>>>>>> with filling a new case. Ended service Yes 1 0 0 $217,256.07
>>>>>> 2/27/2023 Texas San Antonio Andrea Ramirez George McNeil Villa De
>>>>>> San Antonio 2/11/2023 Green: the Client has been recovered No Impact No
>>>>>> Impact George McNeil Turtle Unable to Staff We started care on Sat.
>>>>>> Feb 11 but were unable to staff Sun Feb 12; I asked that the daughter be
>>>>>> notified so they could be sure to be with their dad as he could not be left
>>>>>> alone, just discharged from Acute Rehab. They agreed to cover Sunday, then
>>>>>> late S family was notified so they could cover.
>>>>>> HCL made SLC aware that family covered that Sunday. Yes 0 0 $3,322.50
>>>>>> 2/28/2023 Texas San Antonio Shelly Arsate Arsate NCNS-Gerald Doman Heartis
>>>>>> San Antonio 2/17/2023 Red: the Client has been lost Pending orange Gerald
>>>>>> Doman Cheetah No Call No Show I spoke with the Client Success this
>>>>>> morning about ongoing caregiver issues with this client. CG on Saturday
>>>>>> told the client she is not there to care for him only to follow him, then
>>>>>> NCNS for the Sunday shift. I just heard about the incident and will
>>>>>> discuss on the huddle call today. This incident happened on Saturday and I
>>>>>> am just getting details today. Ended service No 0 0 $2,145.00
>>>>>> 2/28/2023 New Jersey and Pennsylvania Southern NJ Gerald Saluti Josephine
>>>>>> Rinaldi - Service Failure VNA Health Group- Monmouth 2/17/2023 Red:
>>>>>> the Client has been lost Resolved and saved green Josephine Rinaldi
>>>>>> Cheetah Unable to Staff After staffing the first 3 days of service
>>>>>> we were unable to staff the case moving forward due to lack of CG
>>>>>> availability I have notified my direct boss and her supervisor about
>>>>>> recruiting issues in both Monmouth and Ocean County Ended service No
>>>>>> 0 0 $44,141.27
>>>>>> 2/28/2023 New Jersey and Pennsylvania Southern NJ Kaitlin Feola Michael
>>>>>> Murphy- Unable to staff VNA Health Group- Ocean Red: the Client has
>>>>>> been lost No Impact No Impact Michael Murphy Unable to Staff Unable
>>>>>> to staff, client went with Bayada. No 0 0 $19,207.41
>>>>>> 2/28/2023 Southern States Grand Strand Kelli Jayroe Charles Harrell NHC
>>>>>> Healthcare Garden City 10/17/2022 Yellow: the Client is recoverable
>>>>>> with an intervention Pending orange Charles Harrell Elephant Unable
>>>>>> to Staff Wife of client is very difficult. We have gone through
>>>>>> close to 20 caregivers and 8 are on the do not send list. WE are very close
>>>>>> to loosing hours due to not having the right fit. Yes 2 0 0
>>>>>> $205,459.64
>>>>>> 2/28/2023 Southern States Grand Strand Kelli Jayroe Sheila Lewis Reagan
>>>>>> Callahan 1/6/2021 Orange: the Client has paused or lowered services Resolved
>>>>>> and save