--0000000000005f672605ebcd08bd Content-Type: text/plain; charset="UTF-8" Hi, team! I was able to speak with Andy this morning and the details of our call are below. - Caregiver training - he mentioned that whenever a replacement caregiver comes there is a need for additional training. The fill ins seem not as experienced or oriented. - Day (HCA/TheKey) vs night shifts (other agency) - he mentioned that the other agencies caregivers are more experienced, proactive and professional - more comfortable with assisting parents with ADLs and even give him tips - I asked if he was comfortable sharing why he hired the other agency for the night shifts and he mentioned he wanted to see if there would be any difference - Communication - if a caregiver is running late or cancels mentioned that there has been some bumps in the past. He would really appreciate proactive communication if this were to happen I committed to following up with Andy in two weeks to check in. I will make sure to check in here prior to. Please let me know if you have any questions. Thank you, On Fri, Oct 21, 2022 at 11:27 AM Alex Hodges wrote: > Hi team! > > > > Hope everyone is doing well. As you are aware, our Service Quality > department will take the lead on responding to all client detractor > Medallia surveys. As part of our pre-planning, requesting for any context > or background information about Gertrude & Werner Schmidt. This is their > Relationship 2 survey which tells us that they have been a client for > over a year. The plan is to reach out to speak to Andy Schmidt indicated > as primary contact in Clear Care) via phone and attempt to gather more > information so that we as a team can determine how to turn their experience > around, partnering with your operations. > > > On Fri, Oct 21, 2022 at 10:13 AM Medallia > wrote: > >> Client Name: Gertrude & Werner Schmidt >> >> CC ID: 1000000000017655 >> >> Primary Contact: Andy Schmidt >> >> PC Contact Info: andyschmidt@telus.net / +2505161184 >> >> Survey Delivery: Email >> >> >> Division: Canada Business Unit: Vancouver Tenure: More Than 52 Weeks >> Actual Customer Segment: Elephant Stated Customer Segment: Survey: >> Relationship 2 Main Score: 4 Comments: Many caregivers arrive by transit >> and being late occasionally is understandable but calling to let us know is >> Important. A couple of replacement caregivers were very poorly trained and >> that reflects more on management. Some caregivers, mostly replacements, >> seem poorly trained. Please click here to see the full survey response and >> learn more about the client: >> https://hca.medallia.com/hca/respInvForm.do?surveyid=151107 >> > > > -- > Alex Hodges > Manager Customer Experience > * Please note my email has changed: * > ahodges@thekey.com > TheKey.com > [image: TheKey] > --0000000000005f672605ebcd08bd Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi, team! I was able to speak with Andy= this morning and the details of our ca