Re: Detractor Alert: James "Jim" Bulloch | 1000000000042358

--000000000000c757c705ecfa1b9f Content-Type: text/plain; charset="UTF-8" Hi Keri, They canceled services on October 24th. I spoke with James' wife for a long time about what had happened and to see if there was anything I could fix it for her. This was their first experience with care and sadly we delivered a very luke warm experience. We had a great caregiver in place and then the client was hospitalized and when he came out of hospital the caregiver they really liked resigned. We did replace her shifts with another caregiver they liked but she wasn't quite able to do the hours the family needed and they felt they had to compromise too much for our team to be there. They did find another agency sorry to say as I really felt had we be given a tiny bit more time we could have solved all the issues. I've told Jesse that should she ever wish to try us again she could do so on our dime for the first shift or two and that we would love the opportunity to show her what HCA can really do. The conversation was very pleasant and ended well but I don't think we will get them back barring huge service failure with her new agency. I apologize, Cheryl On Tue., Nov. 8, 2022, 2:48 p.m. Keri Thrush, wrote: > Hi, Cheryl! > > Just checking in to see if there are any updates on Jim? My follow up is > scheduled with Jesse tomorrow. > > On Mon, Oct 24, 2022 at 12:51 PM Keri Thrush wrote: > >> Hi, team! >> >> I was able to speak with Jesse this morning briefly. The details of our >> call are below. >> >> - She acknowledged that this is the beginning of a relationship and a >> learning curve >> - She mentioned understanding caregiver expectations around giving >> their phone numbers would be helpful >> - There are some PT videos that she wanted to share with the >> caregivers through email or cell number and the caregivers were >> hesitant due to being unsure about the rules. I told Jesse that her case >> manager will be communicating with her on how to accomplish this and will >> also be communicated to caregivers >> - She mentioned that she does not have a direct number to reach her >> case manager and that it would be helpful to have vs a general line >> >> I committed to following up with Jesse in two weeks and will reach out >> prior to. Please let me know if you have any questions. >> >> Thank you, >> >> On Tue, Oct 18, 2022 at 10:46 PM Keri Thrush wrote: >> >>> Fantastic! Thanks, Cheryl! >>> >>> On Mon, Oct 17, 2022 at 4:57 PM Cheryl Cartwright >> ccartwright@thekey.com> wrote: >>> >>>> Hi Keri, >>>> >>>> Let me look into this a little more. I do know who the client is but I >>>> want to learn more about these caregiver cancellations. >>>> >>>> I will touch base with you tomorrow, >>>> >>>> Cheryl >>>> >>>> On Mon, Oct 17, 2022 at 7:09 PM Keri Thrush wrote: >>>> >>>>> Hi, Cheryl. >>>>> >>>>> Adding you to this thread to allow you to pull in stakeholders for >>>>> pre-planning. >>>>> >>>>> Thank you, >>>>> >>>>> On Mon, Oct 17, 2022 at 2:07 PM Medallia >>>>> wrot