--000000000000a4123505f498a468 Content-Type: text/plain; charset="UTF-8" Just wanting to provide some context here. I am really, really confused about this score. This family has expressed such happiness about our services, we speak to them all the time. This is the family of one of our HCL's. We have assigned our best staff and have been in constant contact. It seems the POA doesn't understand dementia and is blaming our caregiver for her mother-in-law looking for her family in the 20 hours we are not with her. In any case, we are having conversations with our caregivers to ensure they avoid any conversations about her family when possible but we know that this behaviour will continue as she is confused about where she is and when in her life she is. -Cheryl On Mon, Feb 13, 2023 at 12:49 PM Keri Thrush wrote: > Hi, Cheryl. > > > Passing off the detractor below in order to initiate next steps and > contacting the POC directly. Thank you! > > On Mon, Feb 13, 2023 at 5:51 AM Medallia wrote: > >> Client Name: Maria Gaessler >> >> CC ID: 1000000000047442 >> >> Primary Contact: Joyce Gaessler >> >> PC Contact Info: joyce.gaessler@gmail.com / +5195001200 >> >> Survey Delivery: Email >> >> >> Division: Canada >> >> Business Unit: Toronto >> >> Tenure: Less Than 4 Weeks >> >> Actual Customer Segment: Elephant >> >> Stated Customer Segment: Elephant >> >> Survey: SOC Survey 1 >> >> Main Score: 6 >> >> Comments: Maria is enjoying the ladies but after they leave she is >> wanting to go find her children , husband or mother. Please have Allison >> call me to discuss possible activities for Maria that don't focus on her >> family. Thankyou. 519 664 2078. >> >> >> Please click here to see the full survey response and learn more about >> the client: https://hca.medallia.com/hca/respInvForm.do?surveyid=203432 >> > -- *Cheryl Cartwright* *Regional, Client Success, Canada * Home Care Assistance Office: 416-488-8777 Toronto, ON (EST) torontohomecareassistance.ca --- Read Our Testimonials Join Our Newsletter We Are Hiring! Champions of Longevity ccartwright@homecareassistance.com --000000000000a4123505f498a468 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Just wanting to provide some context here. I am really, re= ally confused about=C2=A0this score. This family has expressed such happine= ss about our services, we speak to them all the time. This is the family of= one of our HCL's. We have assigned our best staff and have been in con= stant contact. It seems the POA doesn't understand dementia and is blam= ing our caregiver for her mother-in-law looking for her family in the 20 ho= urs we are not with her. In any case, we are having conversations with our = caregivers to ensure they avoid any conversations about her family when pos= sible but we know that this behaviour will continue as she is confused abou= t where she is and when in her life she is.=C2=A0 -Chery= l On Mon, Feb 13, 2023 at 12:49 PM Keri Thrush < kt