--00000000000091af1205e69bc7d8 Content-Type: text/plain; charset="UTF-8" Hello all, I had the pleasure of visiting Ms. Mitchell at her home Amica Arbutus) on July 26, 2022. Her son also was present. Based on that visit, I was not made aware of any concerns she or the family may have had. They seemed pleased with the service overall. I am aware that the previous Case manager, Shiella Brocal, had also visited the client, to review the care plan and services. I am uclear why Ms. Mitchell may have scored us as she did, but am happy to follow up further if required. Best regards, Cathy Feniuk, LPN Case Manager, Home Care Assistance 1861 Marine Drive, West Vancouver, BC V7V 1J7 T 778-279-3634 E cathy.feniuk@homecareassistance.com www.homecareassistancevancouver.ca On Thu, Aug 18, 2022 at 9:25 AM Sharon Speirs wrote: > Forwarding this to Cathy as she never received the email from you Tim > which is odd > Sharon > > ---------- Forwarded message --------- > From: Carolina Orosa > Date: Thu, Aug 18, 2022 at 9:17 AM > Subject: Fwd: Detractor Alert: Gayle Mitchell | 1000000000016014 > To: Sharon Speirs > > > > > ---------- Forwarded message --------- > From: Timothy Thomas > Date: Thu, Aug 18, 2022 at 6:37 AM > Subject: Re: Detractor Alert: Gayle Mitchell | 1000000000016014 > To: Keri Thrush > Cc: Cathy Feniuk , Carolina Orosa corosa@thekey.com>, Angie Markwell , Aileen > Ruffin , Cheryl Cartwright ccartwright@homecareassistance.com> > > > Cathy, can you please provide some context on this client and why you > believe they provided a score of 5 on our feedback survey? > > On Wed, Aug 17, 2022 at 1:51 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 Gayle Mitchell (survey information >> below). We plan to reach out to speak to Gayle 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. >> >> ---------- Forwarded message --------- >> From: Medallia >> Date: Wed, Aug 17, 2022 at 9:05 AM >> Subject: Detractor Alert: Gayle Mitchell | 1000000000016014 >> To: HCA , HCA , HCA > aruffin@thekey.com>, HCA >> >> >> Client Name: Gayle Mitchell >> >> >> CC ID: 1000000000016014 >> >> Primary Contact: Gayle Mitchell >> >> PC Contact Info: gbmitchell@telus.net / >> >> 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: 5 >> >> Comments: >> >> >> Please click here to see the full survey response and learn more about >> the client: https://hca.medallia.com/hca/respInvForm.do?surveyid=130531 >> > > > -- > Tim Thomas > Head of Canada Division >