--000000000000d288c305e9a085f5 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Keri, I actually did speak with the client earlier today. This is a Mavencare client and unfortunately her mavencare caregivers are not following new instructions to call our office or use our app despite several staff meetings and communication letters. They continue to use the mavencare app which closed down over a week ago and is not closely monitored. We did reach out to the caregivers directly today by phone and followed up with the client to let her know. I'm sorry parts of the transition has been less than smooth but we are working diligently to ensure these problems don't arise in the future. Cheryl On Mon., Sep. 26, 2022, 11:26 p.m. Keri Thrush, wrote: > Hi, Cheryl! > > We received the detractor alert below. Per our conversation, sending off > to you first to determine and pull in key stakeholders for pre-call > planning. Please let me know if you have any questions. > > Thank you, > > On Sun, Sep 25, 2022 at 7:10 AM Medallia wrote= : > >> Client Name: Eileen Newell >> >> CC ID: 1000000000040415 >> >> Primary Contact: Ligia Araujo >> >> PC Contact Info: ligiaa@westdaleproperties.com / +4163020922 >> >> Survey Delivery: Email >> >> >> Division: Canada Business Unit: Toronto Tenure: Less Than 4 Weeks Actual >> Customer Segment: Elephant Stated Customer Segment: Survey: SOC Survey 1 >> Main Score: 4 Comments: I have heard from almost all the caregivers work= ing >> for me that they are unable to reach anyone when they try to phone in fo= r >> help or text anyone. I=E2=80=99m not sure if this is a transition issue = but if >> something were to happen with a client, how will they be able to ask for >> assistance if no-one is available? This is a bit concerning to me and qu= ite >> frankly gives me some anxiety. Please click here to see the full survey >> response and learn more about the client: >> https://hca.medallia.com/hca/respInvForm.do?surveyid=3D143558 >> > --000000000000d288c305e9a085f5 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Keri, I a= ctually did speak with the client earlier today. This is a Mavencare client= and unfortunately her mavencare caregivers are not following new instructi= ons to call our office or use our app despite several staff meetings and co= mmunication letters. They continue to use the mavencare app which closed do= wn over a week ago and is not closely monitored. We did reach out to the ca= regivers directly today by phone and followed up with the client to let her= know.=C2=A0 I'm sor= ry parts of the transition has been less than smooth but we are working dil= igently to ensure these problems don't arise in the future.=C2=A0 = Cheryl On Mon., Sep. 26,= 2022, 11:26 p.m. Keri Thrush, < kt= hrush@thekey.com > wrote: Hi, Cheryl! We received the detractor aler= t below. Per our conversation, sending off to you first to determine and pu=