--000000000000602e8306200bd360 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Sharon Birch was completed last week - I have put in calendar the the October ones Thank you cathy *Cathy Gerth* *Client Success Manager * *Direct: 778-403-6148* *Office:* 778-279-3634 Email: cgerth@thekey.com [image: TheKey] On Mon, Aug 19, 2024 at 9:11=E2=80=AFAM Sharon Speirs = wrote: > Good morning CSM team > > I was asked last week how many re assessments we did in July and my answe= r > was 0 but that so far in August we had completed 2. > I realize that this is part of the SLA compliance piece that we all need > to adhere to and ensure we are doing everything we can to help retention= . > > So a couple of things are apparent in terms of our compliance and the > table below which we learned by being on the call with Shawntel last week= . > We are not tagging properly so that needs to change right away as per the > table below. We need to be using CG intro the first day, Client follow u= p > for new clients 24 hours/ 7days and 14 days then QA visit once a month, > and then re assessment for any change in condition, post hospitalization > and or every 6 months. > > One piece we are behind on is the updated care plans that should be done > at minimum every 6 months which is a change for us as we always did > yearly. I am forwarding a list of clients that need to have re assessmen= ts > ASAP, care plans updated and tags marked in clear care. ( A note to me on= ce > they are done would be appreciated coupled if there is any increase in > hours due to change of condition or recommendation from yourselves.) We d= o > not have that many so it really should be able to get done in the next > month. > VCH is a different expectation but again there are pieces that can be > tagged using the below information so that you get used to using the tags > appropriately BUT we are not graded for compliance on VCH. > Please see below for the SLA at a glance and then below that is a list of > clients with start dates that need to have updated care plans and be tagg= ed > appropriately. > > New Client Tier 1 >31hrs/wk >30days Tier 2 30days Tier 3 > >31hrs/wk Required > In Person Assessment Required x x x Salesforce Assessment Type > In Person Assessment Required (regulated States) x x x x > Family App Introduction (excluding Canada) x x x > 2 Balanced Care Method Pillars incorporated in Care Plan x x x > Care goal identified in the care plan x x x > CSM present for CG Intro x x CG Intro > CSM introduces client satisfaction guarantee x x x > CSM follows up by phone with client within 24hrs of 1st shift x x Client > Follow up (Indicate 1st in the note) > CSM conducts in person follow up within 7 days of 1st shift x x x Client > Follow up (Indicate 2nd in the note) > CSM conducts phone call with POC within 14 days of 1st shift x x Client > Follow up (Indicate 3rd in the note) > Existing Client Tier 1 >31hrs/wk >30days Tier 2 30days Tier 3 > >31hrs/w