Re: Service Quality Weekly SLI Snapshot

*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 saved green Sheila Lewis Elephant Service Issue CG requested time
>>>> off on 2/8, shifts were never opened up by staffing until CSM opened on
>>>> 2/13. CSM covered open shift . Potential CG refused to go to manditory
>>>> cross training leaving open shifts which client had covered with a private
>>>> CG who will be taki Yes 6 0 0 $1,356,288.42
>>>> 2/28/2023 Southern States Grand Strand Kelli Jayroe Maynard Eaton Kelli
>>>> Jayroe - Personal Network 7/27/2020 Orange: the Client has paused or
>>>> lowered services Resolved and saved green Maynard Eaton Unable to Staff client
>>>> has been asking for a caregiver to cross train since 1/25/23. client has
>>>> had days of no service because we did not fulfil the request to have a CG
>>>> crosstrain and she would not accept a CG to come in blindly. Client has
>>>> just reduced us to only 2 da Yes 0 0 $147,064.50
>>>> 2/28/2023 New Jersey and Pennsylvania Southern NJ Kaitlin Feola George
>>>> Murphy- Unable to staff Brandywine Living at Toms River Red: the
>>>> Client has been lost Pending orange George Murphy Unable to Staff As
>>>> per staffing, limited CG in Toms River. Offered to increase hours but can
>>>> only staff live-ins in this area this time. Continue to provide
>>>> mindfit sessions for residents and speak to nursing about cluster care.
>>>> Yes 0 0
>>>> 3/1/2023 Bay Area Los Gatos Savahanna Mitchell Anabel Boissevain- Cg 2
>>>> hours late Lassahn Fiduciary Services 1/31/2023 Red: the Client has
>>>> been lost Pending orange Anabel "Angie" Boissevain Elephant Service
>>>> Issue Client was supposed to have services 9pm- 9am from Caregiver
>>>> Alijah
>>>>
>>>>
>>>> Received a text at 11:20pm from Daisy saying “Alaina’s is outside but
>>>> client is not answering the door “
>>>>
>>>>
>>>> Upon waking up in the morning I followed up to see what happened last
>>>> night Asked for this Caregiver to be removed immediately, reached out
>>>> to Laura and left voicemails and text message, also reached out to the
>>>> internal team to call for meeting regarding the referral account overall.
>>>> Received a text back from Laura saying the cli Potentially ending
>>>> service No 8 0 0 $785,299.86
>>>> 3/1/2023 DC Metro Annapolis Melissa Pittman Louis Clinton- CenterWell
>>>> referral Kindred at Home now Centerwell-Anne Arundel No Impact No
>>>> Impact No Impact Louis Clinton Unable to Staff They were looking for 2
>>>> hour LPN or RN shifts in the morning and evening. When talking to Ora we
>>>> only have availability for long shifts at this time. I will thank my
>>>> contact at CenterWell for the referral and will explain the situation.
>>>> Yes 0 0 $30,268.07
>>>> 3/1/2023 DC Metro Annapolis Melissa Pittman Edward Hertz Anne Arundel
>>>> Medical Center, No Impact No Impact No Impact Edward Hertz Unable to
>>>> Staff Wife was looking for LPN care vs personal care and we were
>>>> unable to staff the 12 hour shifts she was seeking. She went with another
>>>> company. continue to work with Connect RN to provide LPNs in the
>>>> service area. Hired 2 PRN LPNs that were unable to work specific schedule.
>>>> Duties assigned were related to CNA/GNA work and the client wasn't willing
>>>> to have a lower level caregiver work the case. Other No 7 0 0
>>>> $316,428.03
>>>> 3/1/2023 DC Metro Annapolis Melissa Pittman James Johnson- Skilled
>>>> Visits Anne Arundel Medical Center, No Impact No Impact No Impact James
>>>> Johnson Unable to Staff Looking for skilled visits a 4-5 days a week
>>>> and we don't have nurses avail so referred out. Nothing has been done.
>>>> She was given my info in the past when her husband was at AA Medical. He is
>>>> in rehab now. Yes 7 0 0 $316,428.03
>>>> 3/1/2023 New Jersey and Pennsylvania Central NJ Sarah Thompson Unable
>>>> to staff in a timely manner Expert Home Care Red: the Client has been
>>>> lost No Impact No Impact Vikram Nair Unable to Staff SOC was set for
>>>> Monday or Tuesday of tis week. Staffing did get it staffed to start
>>>> Wednesday. When staffing called to inform the client we were set for a
>>>> Wednesday start, client said he had already found someone else. Other
>>>> Yes 1 0 0 $196,346.64
>>>> 3/1/2023 Texas Anderson Mill John Potocki Pfaff Maravilla at The
>>>> Domain - Independent Living 2/13/2023 Yellow: the Client is
>>>> recoverable with an intervention Pending orange Margaret Pfaff Cheetah Unable
>>>> to Staff Client is moving into Maravilla, and have recently complained
>>>> out TheKey to the sales leadership as we have been unable to staff the
>>>> shifts at their house. They are hesitant to use us at Maravilla as they
>>>> feel our staffing is unreliable. NA Potentially ending service No 0 0
>>>> $483,051.20
>>>> 3/1/2023 DC Metro Annapolis Melissa Pittman Jeff Tobin Future Care
>>>> Chesapeake No Impact No Impact No Impact Jeff Tobin Unable to Staff Wanted
>>>> LPN skilled visits 2x a day which we were unable to staff. I have kept
>>>> Megan Kelly in the loop at Future Care and told her that I sent him
>>>> elsewhere which she appreciated. No follow up needed.
>>>> Attempted to utilize Connect RN for LPNs and was unsuccessful due to
>>>> LPNS wanting longer shifts. Was able to provide a Other Yes 0 0
>>>> $132,016.65
>>>> 3/1/2023 DC Metro Frederick Kelly Anderson Timothy Harbaugh Carroll
>>>> Hospital Center No Impact No Impact No Impact Timothy Harbaugh Unable
>>>> to Staff CHC called me with my first skilled nursing case from this
>>>> hospital and we do not have nursing staff in place to be able to staff
>>>> skilled cases at this point continue to work with recruiting ot obtain
>>>> permanent staff for all locations. Connect RN has zero candidates for the
>>>> location in question. Yes 0 0
>>>> 3/1/2023 New Jersey and Pennsylvania Southern NJ Billy McCarthy Ronald
>>>> DeJohn - Unable to staff Bill McCarthy - Personal Network Red: the
>>>> Client has been lost No Impact No Impact Ronald Dejohn Unable to Staff Client
>>>> lives in chair, one harmony village of Jackson, New Jersey. Typically a
>>>> difficult area to staff, only live-ins are available. We referred out
>>>> to executive homecare, who has a relationship with Kaitlan Feola call the
>>>> HCL in that region Ended service Yes 0 0 $9,906.00
>>>> 3/2/2023 Southwest Florida Sarasota Jodi France Nicholas Boles-SI Manatee
>>>> Memorial Hospital 2/24/2023 Red: the Client has been lost No Impact No
>>>> Impact Nicholas (Nick) Boles Bee Service Issue This is a client that
>>>> was suppose to be ongoing for night shifts, but after the first night
>>>> cancelled and didn't really give an answer as to way. They were vague in
>>>> their responses and just said they needed a nurse. We did try to get more
>>>> info from the fa Yes 0 0 $480.00
>>>> 3/2/2023 California Skilled Care Concierge Nursing Deanne Belcher Laure
>>>> Wang-Unable to staff MD2 Los Altos Red: the Client has been lost
>>>> Pending orange Laure Wang Unable to Staff Dr. Elliott called to ask if
>>>> we had a PT for a client who was a quad and had a CVA. Needed PT 5x/week or
>>>> more for 2.5 hours/visit (Currently what client was getting, but wanted to
>>>> try a new therapist). Needed to have stroke experience and spinal cord inju Discussed
>>>> with leadership team regarding need for increased recruitment for PT's
>>>> within the Bay Area. Let MD know that we will continue to recruit and let
>>>> her know if a PT does become available. Disappointed as this is the second
>>>> case from this practice t Lowered hours No 0 0 $1,800.00
>>>> 3/2/2023 California Skilled Care Concierge Nursing Deanne Belcher Barry
>>>> Wood-Unable to Staff MD2 Los Altos Red: the Client has been lost
>>>> Pending orange Barry Wood Unable to Staff Dr Namath from MD2 called in
>>>> about a patient of his needing Respiratory Therapist visits in the area.
>>>> Not able to staff as we don't have RT's in the Bay Area currently working
>>>> for us. Discussed with leadership team the need to recruit for all
>>>> disciplines listed on our CNRS brochures and marketing info. Ended
>>>> service Yes 0 0 $1,800.00
>>>> 3/2/2023 Southwest Florida Sarasota Jodi France Jan Delesline-SI Westminster
>>>> Point Pleasant Shores 2/14/2023 Red: the Client has been lost Pending
>>>> orange Peter Lancaster Bee Service Issue cg was late, cg was on the
>>>> phone, cg forgot to remind him to take his Parkinson meds on time. Ended
>>>> service Yes 0 0 $9,508.32
>>>> 3/2/2023 Southwest Florida Bradenton Jodi France Peter Lancaster-SI Southwest
>>>> Florida Homecare Manatee 2/16/2023 Red: the Client has been lost
>>>> Pending orange Jan DeLesline Cheetah Service Issue Son called to say
>>>> that the cg are consistently late. one cg showed up with a child in the
>>>> car. Another cg showed up with their mom in the car. Ended service Yes
>>>> 0 0 $1,582.10
>>>> 3/3/2023 DC Metro Annapolis Melissa Pittman Ann Patterson Annapolis
>>>> Senior Care Solutions 2/23/2023 Yellow: the Client is recoverable with
>>>> an intervention Resolved and saved green Ann Patterson (VJ) Elephant Service
>>>> Issue - Caregiver that came yesterday was unable to drive the client
>>>> which was a requirement. Vinnette staffed with someone else.
>>>> - Today the 8 am caregiver did not arrive (24/7 client). Vinnette
>>>> forgot to staff the shift today.
>>>> - GCM has reported that - I have spoken to the GCM (Wendy) that
>>>> referred and told her that I'm bringing these issues to the managment team.
>>>> Client got today covered herself but Vinnette is offering to send a
>>>> caregiver out. Potentially ending service Yes 0 0 $54,900.75
>>>> 3/3/2023 New Jersey and Pennsylvania Central NJ Billy McCarthy Leila
>>>> Shapiro - CG fell asleep overnight Atlas at Daughters Of Miriam
>>>> 1/20/2023 Red: the Client has been lost Pending orange Leila Shapiro
>>>> Elephant Service Issue 2x12 x 7 days a week, CG fell asleep overnight.
>>>> The family cancelled services immediately. I reached out to offer the money
>>>> back guarantee for poor service, awaiting reply. Reach out to family
>>>> and facility to save the case as well as our relationship with the facility. Ended
>>>> service Yes 0 0 $36,677.50
>>>> 3/3/2023 Southwest Florida Bradenton Jodi France Jeannette Moran-SI Sunways
>>>> Senior Living Concierge 3/2/2023 Yellow: the Client is recoverable
>>>> with an intervention Pending orange Jeannette Moran Bee Service Issue I
>>>> was following up with Mrs Moran to see how things were going and I wanted
>>>> to share her response so we can hopefully save this client and help her get
>>>> the right fit to meet her needs.
>>>>
>>>>
>>>> “Not well. Does anyone actually meet and screen caregivers before Yes 0
>>>> 0 $1,614.00
>>>>
>>>> On Mon, Feb 27, 2023 at 11:03 AM Keri Thrush <kthrush@thekey.com>
>>>> wrote:
>>>>
>>>>> *SLI Weekly Snapshot (2/20 - 2/26)*
>>>>>
>>>>> Hello, all!
>>>>>
>>>>> Provided below is the SLI weekly snapshot for all submissions. Please
>>>>> lookout for calendar invites shortly. Thank you!
>>>>>
>>>>> REMINDER: For access to all SLI's and in real-time, please locate in
>>>>> Salesforce under "Service Level Intervention". Filtering is available by
>>>>> region as seen in the picture below.
>>>>> [image: Screen Shot 2023-02-27 at 10.59.27 AM.png]
>>>>>
>>>>> 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: Lifetime Revenue
>>>>> 2/20/2023 New Jersey and Pennsylvania Central NJ Lance Abalos Irvin
>>>>> Bell Green Hill Green: the Client has been recovered Resolved and
>>>>> saved green Irvin Bell Billing Concern Irvin Bell was referred to me
>>>>> and was closed lost due to client running low on funds and was going to
>>>>> medicaid and was lost to Bayada who accepted private pay to medicaid updated
>>>>> SW. She understood and said would continue to refer. will stop by there
>>>>> this week to stay top of mind Other Yes 0 0 $36,082.01
>>>>> 2/20/2023 New Jersey and Pennsylvania Southern NJ Gerald Saluti Jean
>>>>> Smock - Service Failure VNA Health Group- Monmouth Red: the Client
>>>>> has been lost Resolved and saved green Jean Smock Unable to Staff Client
>>>>> was supposed to start services on either 2/18 or 2/19 (Flexible on start
>>>>> date). We were unable to staff the case even with the flexibility in the
>>>>> start date. As a result of not being able to staff either date to start the
>>>>> case the family found anot Unfortunately the client has been lost but
>>>>> the relationship with the referral partner is intact. Other No 0 0
>>>>> $41,117.27
>>>>> 2/21/2023 Connecticut Stratford Christine Cocotas Martha Fleisher -
>>>>> SLI 1 The Residence At Selleck's Woods 7/7/2022 Yellow: the Client is
>>>>> recoverable with an intervention Pending orange Martha Fleischer
>>>>> Elephant Service Issue 1. Martha came on service with us in August,
>>>>> she had some skin tears and needed updates to her care plan in October
>>>>> according to the DNS but none of that has been updated in the care plan
>>>>> that is in the binder in her apartment. DNS indicated she spoke wit ED
>>>>> was emailed by Christine Cocotas on 2/21 that concerns were addressed with
>>>>> operations management. Care plan was now updated and that we've assigned an
>>>>> ambassador to the CGs for orientation to their building and any residents
>>>>> we care for there. Other No 0 0 $300,371.27
>>>>> 2/21/2023 Connecticut Stratford Christine Cocotas Eunice Kuhr - SLI 1 Residence
>>>>> At Westport 1/21/2023 Yellow: the Client is recoverable with an
>>>>> intervention Pending orange Eunice Kuhr Elephant Service Issue DNS
>>>>> and ED from Residence contacted both Christine Cocotas and CSM Sherrie to
>>>>> indicate an issue with new client Eunice. First that the staff was not
>>>>> wearing badges which is required, second that there is an issue of who is
>>>>> cleaning the commode after resi Worked with ops to inservice all CGs
>>>>> assigned to case. CSM had these conversations about not repeating things or
>>>>> concerns about or from the client to the ALF. Christine discussed on
>>>>> quality meeting as well. Potentially ending service Yes 0 0 $11,402.25
>>>>> 2/21/2023 Connecticut Hartford Cori Zuppardi Linda Day Elim Park
>>>>> Baptist Home- Cheshire Red: the Client has been lost Resolved but lost
>>>>> red Mr. and Mrs. Day Service Issue Rate quoted was $35 per hour due
>>>>> to hours, location and need. Client reports he has agencies quoting in high
>>>>> twenties and $30 so he will not move forward with TheKey. Continue to
>>>>> share findings of opportunities lost because of rate. Ended service
>>>>> Yes 0 0
>>>>> 2/21/2023 Connecticut Hartford Cori Zuppardi Raymond Seivert Village
>>>>> at Kensington Place 2/6/2023 Red: the Client has been lost Pending
>>>>> orange Raymond Seivert Cheetah Service Issue DON Gen contacted CZ
>>>>> reporting the caregiver (Ali) was not engaging with client, was on her
>>>>> phone a lot and didn't empty foley. CZ made CSM aware of concerns who was
>>>>> responsive and helpful. Removal of caregiver from the case however client
>>>>> being on hosp caregiver was removed from case but ultimately the
>>>>> syringe was reason for ending services when other agencies can handle this.
>>>>> Christine is looking into regulations around that to advocate for TheKey to
>>>>> be able to handle this as we will continue to lose Ended service Yes 0
>>>>> 0 $9,935.75
>>>>> 2/22/2023 Southern States Greenville Gracie Lane Internet/Sheehan
>>>>> Internet 8/24/2018 Yellow: the Client is recoverable with an
>>>>> intervention Pending orange Carol Sheehan Elephant Service Issue Cg
>>>>> had requested the day off but the shift was not opened. No one showed.
>>>>> Daughter was irate. She cursed and hung up. I could not get a word in. I
>>>>> gave her time to calm down and then I called back and explained that we now
>>>>> have a new SM focused on Clemson and Greenville. Also offered her some free
>>>>> shifts. She apologized for the cursing and things seemed revolved. No
>>>>> 4338 0 0 $114,269,129.11
>>>>> 2/22/2023 DC Metro Northern Virginia Arwa Landivar Hired a private
>>>>> caregiver ElderTree Care Management 7/17/2020 Orange: the Client has
>>>>> paused or lowered services Resolved and saved green Gitta Hosenball
>>>>> (IV) Elephant Unable to Staff itta Hossenball- GCM (Eldertree) called
>>>>> regarding call-out. We were not able to re-staff the case after 4 hrs and
>>>>> GCM hired a private caregiver to cover instead for that shift. Emily stated
>>>>> she was told they were having a really busy day. Client Success
>>>>> discussed resolution with GCM and plans moving forward. Lowered hours
>>>>> No 0 0 $7,195.00
>>>>> 2/22/2023 DC Metro Bethesda Arwa Landivar Caregiver fell asleep
>>>>> during shift ElderTree Care Management 2/17/2023 Yellow: the Client
>>>>> is recoverable with an intervention Resolved and saved green Thatcher
>>>>> Ladd Elephant Service Issue Thatcher Ladd- Emily GCM (Eldertree)
>>>>> stated CG fell asleep during shift and CG was replaced, thank you. Client
>>>>> has requested that CG on Saturday is not to come back. CG not
>>>>> scheduled again for this client. New CG assigned to client Other No 0
>>>>> 0 $7,195.00
>>>>> 2/22/2023 DC Metro LM2 Arwa Landivar No call No Show ElderTree Care
>>>>> Management 2/14/2022 Orange: the Client has paused or lowered services Resolved
>>>>> and saved green Michael Viani (MB) Elephant Unable to Staff Good
>>>>> Morning,
>>>>>
>>>>>
>>>>> We had some challenges last night and confusion with the Viani nurse.
>>>>> Apparently the nursing showed up at 6:30 instead of 8. The Viani’s
>>>>> were not informed of the time change. The son Paul, who receives the calls
>>>>> was also not informed. Th Ora was able to speak to Heidi GCM to
>>>>> ensure her this would not happen again. Heidi stated this has not been the
>>>>> first incident unfortunately. Ongoing RN visit for insulin remains in place
>>>>> for client. Unable to see notes on Frax of how the RN called out a Lowered
>>>>> hours No 0 0 $7,195.00
>>>>> 2/22/2023 Southern States Nashville Vicki Williams Cathy Donahue NHC
>>>>> Place at Cool Springs Red: the Client has been lost No Impact No
>>>>> Impact Cathy Donahue Unable to Staff This client was only needing 4
>>>>> hours of service a day. We were going to start with 10-2 . She then decided
>>>>> she wanted someone there from 10-12 and again from 8-10 at night. We were
>>>>> unable to accommodate her request. Other Yes 0 0 $26,961.86
>>>>> 2/22/2023 Texas San Antonio Shelly Arsate Arsate Paul Speas-Staffing Stone
>>>>> Oak Care Center 2/20/2023 Green: the Client has been recovered Resolved
>>>>> and saved green Paul Clinton Speas Cheetah Unable to Staff Staffing
>>>>> failed to staff a shift for a couple care. Tina, CSM notified Marcus
>>>>> staffing that the client added hours. Marcus assured Tina it was covered.
>>>>> Tina relayed the message to the family and at 9pm there was no shift added
>>>>> for a cg to be staffed causi Tina, CSM reached out to family. On call
>>>>> also restaffed and reached out to family. Other Yes 0 0 $4,320.16
>>>>> 2/22/2023 Texas San Antonio Shelly Arsate Arsate Bobbie Speas-staffing Stone
>>>>> Oak Care Center 2/20/2023 Green: the Client has been recovered Resolved
>>>>> and saved green Bobbie Sue Speas Cheetah Unable to Staff Staffing
>>>>> failed to staff a shift for a couple care. Tina, CSM notified Marcus
>>>>> staffing that the client added hours. Marcus assured Tina it was covered.
>>>>> Tina relayed the message to the family and at 9pm there was no shift added
>>>>> for a cg to be staffed causi Tina CSM and on call restaffed and
>>>>> talked to family Other Yes 0 0 $4,320.16
>>>>> 2/22/2023 Southern States Greenville Gracie Lane Browning/Hardin Browning
>>>>> Geriatric Consulting 2/3/2023 Orange: the Client has paused or
>>>>> lowered services Pending orange James Hardin Cheetah Service Issue Gloria
>>>>> Watt, CG, showed up to home, told the client's wife that she wasn't aware
>>>>> she had to wear ppe, that he was on meds for C diff, and proceeded to tell
>>>>> the client that she had a bad back and couldn't help the client with
>>>>> toileting. No services were pr No 4 0 0 $49,621.59
>>>>> 2/23/2023 Southern States Nashville Vicki Williams David Geiger -
>>>>> Client Lost John Boone M.D. Red: the Client has been lost No Impact No
>>>>> Impact David Geiger Unable to Staff This client wanted care 6 nights
>>>>> a week from 9 to 5 am. They wanted a caregiver immediately and wanted a
>>>>> vaccinated care giver. We did not have a fully vaccinated care giver to do
>>>>> overnights except for one, and she was already on days with another client.
>>>>> Other Yes 0 0
>>>>> 2/23/2023 Texas Anderson Mill Jennifer Passons CG misconduct The Oaks
>>>>> Gracious Retirement Living 1/2/2023 Green: the Client has been
>>>>> recovered Resolved and saved green Forest Hankins Turtle Service Issue cg
>>>>> Kayla Asaka was found sleeping on the couch in the morning. When sales
>>>>> manager, Gail, asked her what she was doing, she said she was resting until
>>>>> her shift started. Gail told her to get up and cg refused. Mike, ED came
>>>>> and asked her to get up. CG proc new cg in place. Betsy spoke with
>>>>> Mike. Coddye and Sara and I met with Mike and Tamye on 2/22 No 0 0
>>>>> $4,888.00
>>>>> 2/24/2023 Bay Area Los Gatos Savahanna Mitchell Anabel Boissevain Lassahn
>>>>> Fiduciary Services 1/31/2023 Yellow: the Client is recoverable with
>>>>> an intervention Pending orange Anabel Boissevain Elephant No Call No
>>>>> Show Received a message from Laura (referral source) informing me the
>>>>> caregiver didn't show up on Tuesday night to care for her client. Our team
>>>>> was unaware of this no call no show until Wednesday afternoon when I
>>>>> informed them. This is the second time this ha Have followed up with
>>>>> staffing manager Jayla to figure out what is happening here. she checked in
>>>>> with caregiver and was informed the shift "was not on clear care" so the
>>>>> caregiver was unaware.
>>>>>
>>>>>
>>>>> I am planning an internal meeting to go over needs and exp No 8 0 0
>>>>> $773,217.36
>>>>> 2/24/2023 Bay Area The Peninsula Savahanna Mitchell Albert Mortara Lassahn
>>>>> Fiduciary Services 1/13/2023 Yellow: the Client is recoverable with
>>>>> an intervention Pending orange Albert Mortara Elephant Service Issue Vanessa
>>>>> and I received and email today from Lassahn's Care Manager stating the
>>>>> below.
>>>>>
>>>>>
>>>>> "we have an issue with Mortara, please check email asap".
>>>>> Laura:
>>>>>
>>>>>
>>>>> I just got a message from Al Mortara’s Regular caregiver telling me
>>>>> that the caregiver is late Planning an internal meeting with care
>>>>> team case was restaffed for the evening but communication is HEAVILY
>>>>> lacking internally and its reflecting to our referral source No 8 0 0
>>>>> $773,217.36
>>>>> 2/26/2023 Connecticut Clinton Keisha Grant Closed Lost Whispering
>>>>> Pines Nursing & Rehab Red: the Client has been lost Resolved and saved
>>>>> green Earnease Daniels Unable to Staff CL found cheaper rates with
>>>>> the competitor Other No 0 0
>>>>> 2/26/2023 Connecticut Clinton Keisha Grant Closed Lost The Saybrook
>>>>> At Haddam No Impact Resolved and saved green Eben Whitcomb Billing
>>>>> Concern CL found cheaper rates with the competitor. No service
>>>>> provided. Better presentation of value added services needed No
>>>>> service started. No start of care Other Yes 0 0 $50,394.31
>>>>> 2/26/2023 Bay Area Los Gatos Kevin Symes Ruthann Loney - poor CG
>>>>> service The Terraces of Los Gatos 1/30/2023 Red: the Client has been
>>>>> lost Pending orange RuthAnn Loney Cheetah Service Issue numerous
>>>>> issues repeatedly.. CCM did everything she could, but couldn't save it Lead
>>>>> LPS CCM tried to call, but they didn't change her mind Ended service
>>>>> No 12 0 0 $1,042,763.77
>>>>> 2/26/2023 Bay Area Los Gatos Kevin Symes Robert Edwards - CG
>>>>> overstepping boundaries Merrill Gardens Gilroy Yellow: the Client is
>>>>> recoverable with an intervention Resolved and saved green Robert
>>>>> Edwards Service Issue -Caregiver reached out to family and told of
>>>>> SLC (community) staff issues and the family went to complain to the new
>>>>> director, so memory care director got in trouble, but then both directors
>>>>> were upset with us for our CG telling on them.
>>>>> -But then CG di CCM and SM reminded caregiver to tell us (whether
>>>>> that be SM, CCM, or even HCL) about any concerns so that we can figure out
>>>>> how to communicate that to community staff Other No 5 0 0 $241,580.89
>>>>> 2/26/2023 Bay Area Los Gatos Kevin Symes Judite Sproul - No call/no
>>>>> show Merrill Gardens Gilroy 1/16/2023 Yellow: the Client is
>>>>> recoverable with an intervention Resolved and saved green Judite
>>>>> Sproul Elephant No Call No Show caregiver didn't show up and said
>>>>> went to hospital SM requested hospital paperwork Other No 5 0 0
>>>>> $241,580.89
>>>>> 2/26/2023 Bay Area Los Gatos Kevin Symes Judite Sproul - Last minute
>>>>> call out Merrill Gardens Gilroy 1/16/2023 Yellow: the Client is
>>>>> recoverable with an intervention Resolved and saved green Judite
>>>>> Sproul Elephant Unable to Staff caregiver called out morning of due
>>>>> to concerns about storm and we couldn't find a replacement ? Other No
>>>>> 5 0 0 $241,580.89
>>>>> 2/26/2023 Bay Area Los Gatos Kevin Symes Merrill Gardens Gilroy Floor
>>>>> Staffing: CG No Show Merrill Gardens Gilroy Orange: the Client has
>>>>> paused or lowered services Resolved and saved green Merrill Gardens
>>>>> Gilroy Floor Staffing Unable to Staff Floor Staffing last minute
>>>>> request. We were able to get someone and he was going to be there in an
>>>>> hour.. 2 hours later, community asks me where CG is. It took an hour to get
>>>>> a hold of CG.. We find out that the CG wanted to take a quick nap, but
>>>>> ended up ?? Lowered hours No 5 0 0 $241,580.89
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>
>>>>> On Mon, Feb 20, 2023 at 5:05 PM Keri Thrush <kthrush@thekey.com>
>>>>> wrote:
>>>>>
>>>>>> *SLI Weekly Snapshot (2/13 - 2/19)*
>>>>>>
>>>>>> 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
>>>>>> 2/13/2023 Texas Fortworth Fred Montoya Staff issues Stonecreek North
>>>>>> Richland Hills 2/8/2023 Red: the Client has been lost Resolved and
>>>>>> saved green Geneva Sluder Cheetah Service Issue staff was watching
>>>>>> tv mom was in the bathroom by herself and urinated on the floor. Daughter
>>>>>> asked Caregiver to help and she replied I'm only her for companionship and
>>>>>> didn't help Caregiver pulled from shift but client exited service. Ended
>>>>>> service Yes 0 0
>>>>>> 2/13/2023 Texas Anderson Mill Jennifer Passons Resolutions Client cg
>>>>>> complaint Resolutions Hospice Austin 1/28/2023 No Impact Resolved
>>>>>> and saved green Rosita Martinez Cheetah Service Issue Client
>>>>>> complained to the social worker at Resolutions Hospice. Way too many
>>>>>> different cg's are coming out and only one of them, they feel, is
>>>>>> qualified. Family is not satisfied with staffing. I told the sw at
>>>>>> Resolutions that I would report the complaint so it would be on the radar
>>>>>> and addressed. Yes 0 0 $1,895.49
>>>>>> 2/13/2023 Texas Fortworth Samantha Hernandez Staff issues Encompass
>>>>>> Health Rehabilitation Hospital of City View 2/12/2023 Green: the
>>>>>> Client has been recovered Resolved and saved green Ada and Jim
>>>>>> Crawford Elephant Service Issue Daughter called me Friday upset on
>>>>>> Shannon's lack of communication. She said they completed the assessment
>>>>>> Wednesday at 5 and Shannon said she would email her the paperwork. Shannon
>>>>>> didn't email the paperwork until Friday afternoon. She was not impress paperwork
>>>>>> received and they did start care on Sunday. Hoping communication is better
>>>>>> and perform accordingly. Other Yes 0 0 $28,427.15
>>>>>> 2/13/2023 Bay Area Los Gatos Kevin Symes RuthAnn Loney - CG late
>>>>>> arrival/early departure The Terraces of Los Gatos 1/30/2023 Red: the
>>>>>> Client has been lost Pending orange RuthAnn Loney Cheetah Service
>>>>>> Issue Caregiver showed up 45 minutes late for night shift, and then
>>>>>> left at 6am, but the shift should have gone to 7:30am, but caregiver didn't
>>>>>> know because SM didn't update clearcare and didn't tell caregiver even
>>>>>> though the schedule extension was made several CSM and Lead CSM
>>>>>> called daughter to try to salvage case, but she's still going to cut
>>>>>> services.
>>>>>> Hopefully Ops Lead/Director can join me on a meeting with the account
>>>>>> as the daughter shared her dissatisfaction with account. Ended
>>>>>> service No 12 0 0 $1,037,814.77
>>>>>> 2/13/2023 Greater LA Central LA Phillip LeCompte Supplemental
>>>>>> staffing shift failure Silverado Community The Huntington 2/13/2023 Yellow:
>>>>>> the Client is recoverable with an intervention Pending orange SIlverado
>>>>>> The Huntington Supplemental Staffing Bee Service Issue CG showed for
>>>>>> staffing supplemental shift at assigned time (3PM)and left the shift at
>>>>>> 4:14PM, letting Silverado Clinical Director Arienne know she had a family
>>>>>> emergency. We were unable to re-staff the shift for the evening. I
>>>>>> kept in touch with Arienne, giving updates regarding our efforts to
>>>>>> re-staff the shift. Our last communication was conducted at 6:55PM when she
>>>>>> let me know there was "no need trying to find someone at this time".
>>>>>>
>>>>>>
>>>>>> I will going by to make an in person Other No 17 0 0 $201,362.88
>>>>>> 2/13/2023 DC Metro Annapolis Melissa Pittman Betty Kelly- Ginger
>>>>>> Cove- AL Ginger Cove 3/18/2022 Yellow: the Client is recoverable
>>>>>> with an intervention No Impact No Impact Betty Kelly Cheetah No Call
>>>>>> No Show 2/9- no show- without care from TheKey- family stepped in,
>>>>>> 2/12 now show - shift covered a few hours later. 2/13 - 2 aids showed up I
>>>>>> spoke with Teresa Woo who is the daughter and main point of contact. I told
>>>>>> her that a manager would also be reaching out to discuss concerns.
>>>>>> Other No 8 0 0 $248,280.31
>>>>>> 2/14/2023 CAN HCA Jay Bradley PARIS #: 1668982 initials R.L. Vancouver
>>>>>> Coastal Health 2/14/2023 Green: the Client has been recovered Resolved
>>>>>> and saved green Ruth Lapointe Bee Unable to Staff Below serviceable
>>>>>> hours. Request for 3 hour shift Communication for below serviceable
>>>>>> hours. Continue to work with VCH to find solution to short hour shifts as a
>>>>>> dedicated business service for this particular account Other No 0 0
>>>>>> $1,749,657.82
>>>>>> 2/14/2023 CAN HCA Jay Bradley Lin Chen declined 24/7 care Vancouver
>>>>>> Coastal Health Green: the Client has been recovered Resolved and
>>>>>> saved green Lincoln Chen Unable to Staff 2x12 hr shift for demtia
>>>>>> patient w history of abuse. Considered high risk for caregiver team by
>>>>>> operational team Communication with VCH scheduler (M Louie) Lowered
>>>>>> hours No 0 0 $1,749,657.82
>>>>>> 2/14/2023 CAN Oakville (GTA) Amanda Ilines Sunrise of Burlington
>>>>>> Staffing - Unable to Staff Sunrise of Burlington 2/5/2023 No Impact No
>>>>>> Impact No Impact Sunrise of Burlington Staffing Cheetah Unable to
>>>>>> Staff Staffing shift came in and we were unable to staff Spoke with
>>>>>> Director of Care and they were understanding. Yes 0 0 $8,959.20
>>>>>> 2/15/2023 NC and SVA Lynchburg Brandy Dewease Nancy Lobbregt The
>>>>>> Summit IL 3/18/2022 Yellow: the Client is recoverable with an
>>>>>> intervention Resolved and saved green Nancy Lobbregt Cheetah Unable
>>>>>> to Staff Unable to fill entire 4 hour shift. I called DON to
>>>>>> apologize, she stated she understood and thanked us for covering what we
>>>>>> could. Yes 0 0 $3,637.00
>>>>>> 2/15/2023 New Jersey and Pennsylvania Southern NJ Kaitlin Feola Patricia
>>>>>> Coll- skilled care needed Meridian Nursing & Rehab At Brick Red: the
>>>>>> Client has been lost Pending orange Patricia Coll Service Issue Other
>>>>>> Yes 0 0
>>>>>> 2/15/2023 Texas McKinney Megan Cameron Kosanovich_McKinney Acts CarePatrol
>>>>>> of Collin-County Central 1/18/2023 Red: the Client has been lost Resolved
>>>>>> and saved green Daniel Kosanovich Elephant Service Issue Email has
>>>>>> been sent to all operational leadership and is attached to notes. Client
>>>>>> did not want to pay for additional services. There was a complaint of lack
>>>>>> of communication from McKinney office. Sister of client has shared that she
>>>>>> has never heard from Coddye Ring-Noonan is to follow-up with client
>>>>>> on 02/24/2023. Yes 0 0 $2,130.00
>>>>>> 2/15/2023 Bay Area Los Gatos Kevin Symes George Nishimura - CG very
>>>>>> late Sunny View Retirement Community 2/7/2023 Yellow: the Client is
>>>>>> recoverable with an intervention Resolved and saved green George
>>>>>> Nishimura Cheetah Service Issue Caregiver was 45 minutes late, son
>>>>>> said she's been late a couple times. Success Manager and Staffing
>>>>>> Supervisor agreed to replace caregiver on certain shifts with someone who
>>>>>> can be on time. Other No 28 0 0 $471,299.00
>>>>>> 2/16/2023 Bay Area Los Gatos Savahanna Mitchell Patricia Fobair Lassahn
>>>>>> Fiduciary Services 2/6/2023 Green: the Client has been recovered Resolved
>>>>>> and saved green Patricia "Patti" Fobair Elephant No Call No Show Referral
>>>>>> reached out on Sunday morning to inform our team no one showed up Saturday
>>>>>> night to care for the client. Client was subsequently left alone for the
>>>>>> evening. Team wasn’t aware of this until Fiduciary brought it to our
>>>>>> attention. In was not made aw Upon learning of the incident I was
>>>>>> able to touch base with Laura and team to get more details of what
>>>>>> happened, caregiver was cancelled for another shift and confused that shift
>>>>>> with this and therefore did not attend. Team has been updated to keep me inv
>>>>>> Other No 8 0 0 $763,277.36
>>>>>> 2/17/2023 Texas Anderson Mill John Potocki Maxx Christal Park Manor
>>>>>> 10/1/2022 Red: the Client has been lost Pending orange Maxx Christal
>>>>>> Elephant Service Issue Val called yesterday and left a VM requesting
>>>>>> to cancel care moving forward. I called her back today and she stated the
>>>>>> reason for cancelling is that there was not enough consistency regarding
>>>>>> staffing. This was causing stress to her and the client not kn None Ended
>>>>>> service Yes 24 0 0 $425,073.34
>>>>>> 2/17/2023 Texas Anderson Mill John Potocki Jim Rogers Maravilla at
>>>>>> The Domain - Independent Living 12/28/2022 Green: the Client has
>>>>>> been recovered Resolved and saved green Jim Rogers Turtle Service
>>>>>> Issue Caregiver was asleep when the son arrived to check on his
>>>>>> parents. He was very upset and complained to Maravilla leadership about
>>>>>> referring a company that has poor quality. He sent the caregiver home and
>>>>>> declined a replacement. He also asked to not be bil Pending Lowered
>>>>>> hours No 0 0 $444,111.73
>>>>>> 2/17/2023 Texas Houston Hether Young 2/15 Rawl-Silverado HP Silverado
>>>>>> Community Hermann Park 9/6/2021 Yellow: the Client is recoverable
>>>>>> with an intervention Resolved and saved green Manya Rawl Elephant Service
>>>>>> Issue 2/15 was the last evening we had coverage. Sharona with EAG
>>>>>> called 2/17 and stated that the evening CG was late and was sleeping on
>>>>>> 2/15. It was reported t the family as well and the daughter doe not want to
>>>>>> pay for that shift. Do not charge family for evening shift on 2/15.
>>>>>> No 39 0 0 $393,483.90
>>>>>> 2/17/2023 Texas Houston Hether Young 2/17 Gross-Auberge SL The
>>>>>> Auberge at Sugar Land 5/29/2021 Green: the Client has been recovered Resolved
>>>>>> and saved green Lou Gross Elephant Service Issue I received a call
>>>>>> from the DHS and ED at Auberge SL regarding CG Kyle Hazelwood. They stated
>>>>>> that the CG was on a personal call and was talking loud enough that you
>>>>>> could hear down the hall in the community. The ED said she walked in the
>>>>>> room and the CG w Get the evening CG to come in early. Take Kyle off
>>>>>> the case. Yes 10 0 0 $1,442,992.17
>>>>>> 2/17/2023 Texas Anderson Mill John Potocki Kelly Baker Baylor Scott
>>>>>> and White Rehabilitation Hospital Lakeway Yellow: the Client is
>>>>>> recoverable with an intervention Resolved but lost red kelly baker Unable
>>>>>> to Staff 24/7 and or Live in. Registered over two weeks ago and has
>>>>>> been waiting to start ever since. NA Potentially ending service Yes 4
>>>>>> 0 0 $83,828.00
>>>>>> 2/17/2023 Bay Area The Peninsula Savahanna Mitchell Savahanna
>>>>>> Mitchell Silverado Community Belmont Hills 1/29/2020 Red: the Client
>>>>>> has been lost Pending orange Pam Naeve Elephant Service Issue I
>>>>>> spoke with Amita after the incident and gather this statement:
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>> Mahin took long lunch, about 45 minutes
>>>>>> came back in to check on client and went to leave again
>>>>>>
>>>>>>
>>>>>> Staff told her they needed to know when she was taking breaks so they
>>>>>> can cover the Update: No video recovered, client is now being
>>>>>> handled by the community and no longer has 1 on 1 care with us. This
>>>>>> caregiver has been banned from Silverado communities.I am currently working
>>>>>> to strengthen the relationship with community again. We did cu Ended
>>>>>> service Yes 13 0 0 $53,868.64
>>>>>> 2/18/2023 Jay Bradley Rick's Mom Amica Arbutus I