--00000000000066136605e91e4d66 Content-Type: text/plain; charset="UTF-8" Thank you so much for this information. We have not yet been able to get a hold of Helen but will update everyone if/when we do. No further actions needed at this time. Best, Aileen On Mon, Sep 12, 2022 at 12:57 PM Brian Boxall wrote: > Hi there, > > I would consider this a difficult client to satisfy. > > Helen is frequently described as rude and overbearing from our > caregivers. The home has security camera's and Helen is sure to inform the > CG's they are being video'd. Helen routinely makes racist comments and > connotations to her CCM about the CGs. > > The most common challenge we face is CG's refusing to go back after a > shift or two. The physical environment and the client are not difficult, > Helen's behavior is the main factor. > > We do have 1 caregiver who has excelled there and continues to be a full > time staff. That being said, she has commented to me personally that she > has only stuck it out because she had to , to keep her full time hours. > > Thanks, > > > > > > On Mon, Sep 12, 2022 at 12:14 PM Keri Thrush 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 client Demetri Kontzamanis. This is >> Demetri's relationship2 survey which tells us that they have been a >> client for 90+ days. We plan to reach out to speak to Helen Kontzamanis (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, Sep 9, 2022 at 3:00 AM Medallia wrote: >> >>> Client Name: Demetri Kontzamanis >>> >>> >>> CC ID: 1000000000022546 >>> >>> Primary Contact: Helen Kontzamanis >>> >>> PC Contact Info: heleneathena@gmail.com / >>> >>> Survey Delivery: Email >>> >>> >>> Division: Canada >>> >>> Business Unit: Winnipeg >>> >>> Tenure: More Than 52 Weeks >>> >>> Actual Customer Segment: Elephant >>> >>> Stated Customer Segment: >>> >>> >>> >>> Survey: Relationship 2 >>> >>> Main Score: 5 >>> >>> Comments: Difficult to communicate. Had easier contact with the office >>> when I started with this agency. Also, not getting enough caregivers who >>> are good at their job and not getting help when a caregiver is absent. >>> >>> >>> Please click here to see the full survey response and learn more about >>> the client: https://hca.medallia.com/hca/respInvForm.do?surveyid=130186 >>> >> > > -- > Brian Boxall > Employee/Client Care Manager > Home Care Assistance of Winnipeg, MB > Office: (204) 489-6000 > 10B-1700 Corydon Avenue > HCAWinnipeg.ca > > Join Our Newsletter > > > > Champions of Longevity > --00000000000066136605e91e4d66 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printa