--0000000000003aa0ed0643575759 Content-Type: multipart/alternative; boundary="0000000000003aa0ed0643575758" --0000000000003aa0ed0643575758 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 11/3-11/9. This 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. Client Experience Alerts: Total submitted this week: 5 Breakdown of Reasons Submitted: Total CEAs Still Open + Requiring Action (since 9/29): 21 Northeast: 2 Bay Area: 1 Nebraska JV: 1 Midwest: 1 Care Quality/Service Concern: 1 Communication/Responsiveness Issue: 2 Schedule/Staffing Issue: 2 Bay Area - 9 Northeast - 3 Southeast - 2 Texas & Arizona - 2 Concierge - 1 Greater LA - 1 Midwest - 1 Pacific Northwest - 1 Greater SD - 1 Clients Lost: 1 - Midwest Clients Never Started: 1 - Bay Area *CEA Updates + Reminders:* - The CEA Dashboard reports have been updated to show more details and provide easier access to site-specific records. Link to the Dashboard HERE - Please have GMs review any Open CEAs for their location and provide details on resolution and Close - We have removed the field "*How Can a Similar Event be Avoided*" from CEAs on both the external form and the Salesforce form. We found it redundant and hope it will streamline submission for the field. - As a reminder - we=E2=80=99d love to hear about the Client Service *WINS= * in CEAs as well as the areas of opportunity. Medallia: Invitations Sent (all surveys): 803 Responses (all surveys): 109 Total Response rate: 13.6% Opt Outs: 1 Detractors Received: 20 Open (Needs Action):12 In Progress: 4 Resolved: 4 Northeast: 1 Canada: 2 Pacific Northwest: 2 Midwest: 3 Southeast: 2 Bay Area: 1 Texas Arizona: 1 Northeast: 1 Canada: 1 Bay Area: 1 Greater SD: 1 Northeast: 2 Canada: 1 Pacific Northwest: 1 Weekly Detractor themes: - Caregiver dissatisfaction (inconsistent, not well trained) - Communication is poor, clients find it difficult to reach out [image: image.png] C-P-E Profile Updates: - Friendly Reminders - Severity levels are ranked from 1 (most severe) to 4 (least severe). - A profile is required for all new clients and must be updated during reassessments or whenever there is a change in condition. - If you need support or have any questions please reach out to Megan Harris or Amy Harris - Link to missing C-P-E profiles - HERE As always, if you have any questions please reach out to Bee or Megan H. We will continue to provide updates to the field as things change. Sincerely, The Clinical and Quality Team Bridgett Scherer Director, Client Experience | TheKey Mobile: 425.429.1064 --0000000000003aa0ed0643575758 Content-Type: text/html; charset="UTF-8"