--000000000000d296cf05f211f412 Content-Type: text/plain; charset="UTF-8" Good morning Tim, Nelson wants us to submit a contract with our proposed 2023 pricing and the rate will be discussed with their contract team. They may come back with a counter price or simply agree to it. We are working with Matt N, Ashley and Steve K to draft a new hospital contract with $42/hour as our proposed pricing. In the meantime, we will have to absorb the incremental cost of paying the registered care aides and continue invoicing VCH $36/hour. Given the current circumstances, it is imperative we prioritize higher service delivery; monitor scheduling, observe call notes and proactively bring up any concerns with Michelle/Nelson. Jay and I gathered from the meeting that they are super vigilant on our services. Best regards, Matt Matt Vijayan, B.Sc., MBA, CCPE Director of Sales, Canada *Please note my email has changed:* mvijayan@TheKey.com TheKey.com [image: TheKey] On Thu, Jan 12, 2023 at 9:19 AM Timothy Thomas wrote: > Good work Jay. We're working through the service failures but we > ultimately need more registered caregivers, which our margins can't support > at this price point. > > Was there any discussion around 2023 pricing? > > Thank you > > On Wed, Jan 11, 2023 at 9:28 PM Matt Vijayan wrote: > >> Great work Jay! You not only managed the objections well but also set HCA >> for future success. >> >> All: Nelson has gently cautioned us that HCA cannot afford to have >> another failure. He has already escalated all three service failures to his >> superiors. Jay and I will work with you to ensure we set the right >> expectations and meet/exceed it. This is teamwork, afterall. >> >> Congratulations Vancouver Team to be in this category! >> >> Best regards, >> >> Matt >> >> Matt Vijayan, B.Sc., MBA, CCPE >> Director of Sales, Canada >> *Please note my email has changed:* >> mvijayan@TheKey.com >> >> TheKey.com >> [image: TheKey] >> >> >> On Wed, Jan 11, 2023 at 6:15 PM Jason Bradley > jason.bradley@homecareassistance.com> wrote: >> >>> Hi Team, >>> >>> Matt V. and I had a productive meeting with Vancouver Coastal Health >>> this afternoon. Nelson Tung (Program Coordinator), Michelle Louie >>> (Schedule Coordinator) attended (Joya Rogers (Team Leader) was also invited >>> from VCH, but was unable to attend). >>> >>> We addressed satisfaction level with service to date, regular scheduled >>> meeting cadence, other business segment opportunities outside of North >>> Shore under VCH, and future contract agreements and rates. >>> >>> The focus and priority of the meeting concentrated around overall >>> satisfaction with the level of service that Home Care Assistance has been >>> able to provide over the last 3+ years up to present. Unfortunately there >>> have been ~ 3 service failures in the past couple of weeks that drew the >>> most attention of the conversation. In summary it was agreed that these >>> are being dealt with urgently and as a priority. In general it