--0000000000009a938106462bd7e7 Content-Type: multipart/alternative; boundary="0000000000009a938006462bd7e6" --0000000000009a938006462bd7e6 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hello Leadership Team, Below you will find your weekly highlights for the week of 12/8 - 12/15. Th= is is a high-level overview of Client Experience Alerts, Medallia, and TheKey Match. Ultimately once the Quality Dashboard is live, we will be looking to add these details into Version 2 will include data into which we can drill down per site. Medallia Overview: Invitations sent (all surveys): 828 Invitations Delivered (all surveys): 817 Responses (all surveys): 99 Total Response rate: 12.1% Opt Outs: 2 (0.2%) Detractors Received: 7 Open (Needs Action): 4 In Progress: 1 Resolved: 2 Bay Area: 2 Texas Arizona: 1 Canada: 1 Bay Area: 1 Ohio JV: 1 Northeast: 1 Weekly Detractor Themes: - Caregiver turnover is tiring and adds stress to the client. One client states they feel they are =E2=80=9Con-call=E2=80=9D for when a caregiver= can be available. Another states they feel they have to direct new caregivers. - When clients have different providers (nursing, tender rose, caregiver division) it is cumbersome to receive 3 different schedules/bills. - Communication continues to be a pain point for clients. Weekly NPS scores: [image: image.png] Weekly CG Pulse Results: [image: image.png] Invitations Sent: 310 Surveys Delivered: 310 Responses: 43 Total Response rate: 13.9% Opt Out: 1 (0.3%) Detractors ( Updates, Next Steps and Support - The CEA Dashboard reports have been updated to show more details and provide easier access to site-specific records. Link to the Dashboard HERE <https://homecareassistance.lightning.force.com/lightning/r/Dashb