--000000000000154e5005fdf72fda Content-Type: multipart/alternative; boundary="000000000000154e4f05fdf72fd9" --000000000000154e4f05fdf72fd9 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Chuck, Our training team will be sending a monthly email to serve as a friendly reminder of the suggested process to address your office=E2=80=99s caregive= r daily shift report for caregivers who report =E2=80=98Bad=E2=80=99 or =E2=80=98No= t Good=E2=80=99 experience. The following screenshot shows a list of your caregivers whose name comes up 2 or more times. Your caregivers' experience and feedback is our call to action. Canada Please confirm if this has been addressed with caregivers based on playbook= : [image: image.png] *If we look at the patterns of scores and comments, we can divide these into three categories. Please feel free to utilize this as a guide by placing caregiver names (middle column below) next to the category best fit (first column) and proceed with following the recommended strategy (third column).* *Category* Caregiver=E2=80=99s who may fit this description from your repor= t Recommended Strategy Caregiver-Skills Focused: Caregiver is likely a strong caregiver who needs coaching or support for this particular client (e.g., caregiver never had our in-house dementia training; caregiver needs hoyer lift training) (withi= n 24 hours) Involve the Caregiver Ambassador to provide either in-person support or virtual coaching. Topics may include Please update the care plan appropriately and do this collaboratively with the caregiver. Caregiver-Fit Focused: The client may be a poor fit for this caregiver (e.g., client requires physical assistance beyond what the caregiver can reasonably provide). Evaluate if the caregiver is otherwise a strong caregiver (re-assign to a different client with a note not to match with this client again) or a caregiver who should not be matched with any clients. (within 24 hours) Involve the Staffing team and Client Success Manager to evaluate if the care plan truly reflects the client=E2=80=99s needs and what aspects of the= match may be problematic. If re-assigning, make sure appropriate documentation is completed so the same challenges don=E2=80=99t repeat. Client-Focused: The client=E2=80=99s status may have changed, condition may be progressing,= or there may be other environmental needs that necessitate office involvement (e.g., client is suddenly more agitated or experiencing new symptoms) (with= in 24 hours) Involve the Client Success Manager to complete a QA visit to better understand the situation and evaluate if changes need to be made to staffing, shifts, or the care plan. We hope you find this helpful - please let us know how we can support you in any way. Thank you, Training team --=20 Aileen Ruffin Head of Service Quality Please note my email has changed: aruffin@thekey.com Direct: (408) 669-5645 TheKey.com [image: TheKey] --000000000000154e4f05fdf72fd9 Content-Ty