--0000000000002d805705ebe90b7f Content-Type: text/plain; charset="UTF-8" Thank you, Cheryl, appreciate you! On Tue, Oct 25, 2022 at 12:17 PM Cheryl Cartwright wrote: > Hi Keri, > > Thank you so much for this feedback. It sounds like there are lots of > coaching opportunities here for caregivers. I will communicate with the > appropriate leads on this to see if we can turn this around for Andy. > > We all know how important having the right team in place is and we will > work hard to get there. > > Cheryl > > On Mon, Oct 24, 2022 at 4:45 PM Keri Thrush wrote: > >> 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 cou