*SLI Weekly Snapshot (3/20 - 3/26)*
Hello, all!
Provided below is the SLI weekly snapshot for all submissions. Please
lookout for calendar invites shortly. Thank you!
Service Level Intervention: Created Date Office Region of the Client Office
Location of the Client Service Level Intervention: Created By Service Level
Intervention: Service Level Intervention Name Referral Account:
Account Name Start
of Care Date Status of the Client Relationship Status of the Referral Acct
Relationship Status of the Referral Partner Relation Client Name Stated
Animal Kingdom from Opportunity Type of incident Describe details of
Service Incident What intervention has been done or plan Client Response to
Service Failure Is this 1st Service Failure w/REF ACCT Referral Account:
Clients Referred Referral Account: Opportunities Referred Referral Account:
Active Clients Referral Account: growth Month over Month Referral Account:
Lifetime Revenue
3/21/2023 New England Wellesley Kevin Krinopol Anita Murray Forestdale Park
SL 3/8/2023 Yellow: the Client is recoverable with an intervention Pending
orange Anita Murray Elephant No Call No Show Caregiver did not call and no
showed Still pending Other Yes 1 0 0 $18,810.00
3/20/2023 CAN Montreal Lorena Ybarra Manoir Outremont Résidence Manoir
Outremont - Cogir 4/2/2022 Orange: the Client has paused or lowered
services Resolved
and saved green Manoir Outremont Residence Elephant Unable to Staff New
agreement signed february 22th. Could not staff for shifts requested for
the 8th and 10th of march although shifts asked more then a week in
advance. Could not staff last minute shift today also due to lack of
bilingual staff. Recruitment has been awa called to appologize about not
beeing able to staff. I will follow up weekly. Recruitment needs to focus
on french speaking LPN's and PAB. No 0 0 $10,377.55
3/20/2023 CAN Montreal Lorena Ybarra Selection Tours Angrignon Résidence
Sélection Tours Angrignon - Sélection 12/12/2022 Yellow: the Client is
recoverable with an intervention Resolved and saved green Selection
Retraite Tours Angrignon Elephant Unable to Staff unable to staff, shifts
where asked beginning of the week for the weekend and we called last minute
on friday evening to let them know we couldn't staff. I called and
apologize for not being able to staff and notifying last minute, offered to
help with regular PAB and follow up directly every week for any needs or
referrals they have Yes 0 0 $13,350.01
3/20/2023 CAN Montreal Lorena Ybarra Residence Elogia Résidence Elogia -
Groupe Maurice Yellow: the Client is recoverable with an intervention Resolved
and saved green Residence SEC Elogia Unable to Staff could not staff for
the march 10th shift requested nor the 13th, shifts were requested on March
6th. appologized for not been able to staff. weekly follow up to see if we
could have a monthly schedule with their needs in advance and we could work
on recruitment of more bilingual staff. Other No 0 0
3/21/2023 New England Winchester Kevin Krinopol Roni Burns Brightview
Senior Living Wakefield 11/22/2021 Yellow: the Client is recoverable with
an intervention Pending orange Veronica (Roni) Burns Elephant No Call No
Show Need to call the front desk so the community is informed. I would like
to be notified as well. Other No 0 0
3/23/2023 Texas and Arizona Anderson Mill John Potocki Dale Bowman Bsw
Lakeway 3/25/2023 Green: the Client has been recovered Resolved and saved
green Dale Boman Bee Unable to Staff Caregiver reported to have had a
traffic accident on the way to work. Not sure if that caregiver is still
interested in taking the Live In on going, and have not received any
updates from Ops regarding caregiver status or search for back up. No back
up h Working on re staffing. Other Yes 0 0 $2,451.50
3/23/2023 Texas and Arizona Anderson Mill John Potocki Marlene Boman Bsw
Lakeway 3/25/2023 Green: the Client has been recovered Resolved and saved
green Marlene Boman Bee Unable to Staff Caregiver reported to have had a
traffic accident on the way to work. Not sure if that caregiver is still
interested in taking the Live In on going, and have not received any
updates from Ops regarding caregiver status or search for back up. No back
up ha Working on restaffing Other Yes 0 0 $2,451.50
3/23/2023 Great Lakes and Illinois Chicago Claudia Cook Q1 - Mather
Evanston Mather
Evanston (The) 11/5/2022 Yellow: the Client is recoverable with an
intervention Pending orange Naomi ("Nicky") Jackson Elephant Unable to
Staff Jennifer,
we have an elephant that we are possibly going to lose at The Mather, an
SAP account. We have been doing weekend CG for Naomi Jackson for a few
months now. We received poor Medallia scores yesterday from the daughter
and I have learned this morn 1. Gathered information from CSM.
2. Notified Operations
3. CSM discussed with client's GCM and then updated the referral source,
Bonnie.
4. Operations to find a weekend CG and train her in Enhanced Dementia
Training. -ccook Potentially ending service Yes 0 0 $21,880.00
3/22/2023 Central States St. Louis Amanda Dees Mason Pointe Mason Pointe
Care Center 5/10/2020 Red: the Client has been lost Pending orange Joy Rock
Elephant Billing Concern Joy's family is upset about our recent price
increase. They feel beyond it is beyond what is warranted by market
conditions and that they are being "gouged." We have attempted to resolve
and have offered to keep the rate at $32/hr., but they are going in Ended
service Yes 0 0 $144.00
3/24/2023 Texas and Arizona Anderson Mill John Potocki Lydia Castor Maravilla
at The Domain - Assisted Living 1/30/2023 Green: the Client has been
recovered Resolved and saved green Lydia Castor Turtle Service Issue Good
morning,
This morning in stand up Brenda reported that she has gotten some
complaints from her staff regarding Alexis. She says that she is
consistently showing up late to her shift with Miss Castor, and then
rushing her to eat, and then leaving be Caregiver Ambassador is reaching
out to caregiver Other No 0 0 $103,055.52
3/20/2023 Florida Sarasota Jodi France Claire Cressia - SI Westminster
Point Pleasant Shores 3/16/2023 Red: the Client has been lost No Impact No
Impact Claire Cressia Bee Service Issue The Client's daughter has
discontinued services. @Dawn Christensen @Tina Evanchik @Jodi France
-Staffing got the same ongoing caregiver for them from the start per
daughter's request. Both Dawn and Linda had gone out to see the
client/caregiver. I dis Success Manager tried to save the client. Please
see in details of service incident. Ended service No 0 0 $10,052.32
3/22/2023 New Jersey, New York and Pennsylvania Southern NJ Gerald
Saluti Edward
Helm - Service Failure VNA Health Group- Monmouth Red: the Client has been
lost Resolved and saved green Edward Helm Unable to Staff SOC was set for
3/21/23 and we were unable to staff the case based on hours and location. I
attempted to sell more mores to the client to make the case more attractive
for a CG but the client did not want to add hours. Ended service No 0 0
$52,664.27
3/24/2023 New England Wellesley Meghan Fitzpatrick No Call No Show Brigham
and Women's Faulkner Community Physicians at West Roxbury 3/9/2023 Yellow:
the Client is recoverable with an intervention Pending orange Ellen Parent
Bee No Call No Show Client hired a caregiver to cover for her family
caregiver while she was out of town because her VNA stated if she was found
alone she'd be sent to the hosptial. Caregiver was scheduled and confirmed
with staffing the night before. Client called saying sh New caregiver was
sent. Potentially ending service Yes 0 0 $1,170.00
3/20/2023 New Jersey, New York and Pennsylvania Central NJ Rachael
McKinney Adele
Jacobson Springpoint at Home - Mercer 3/8/2023 Red: the Client has been lost No
Impact No Impact Adele Jacobson Cheetah Service Issue This client cancelled
services over the weekend. I just followed up with her, and she said no one
ever called her regarding the request that Jackie sent in this thread about
extending services on Wednesday. Not sure what happened there, but she
wasn't hap Ended service Yes 0 0 $2,126.00
3/24/2023 Greater LA Central LA Malakai Maita Ayla Seifsoy- cg 30 mins late
to intro Legacy Homecare LA 3/24/2023 Green: the Client has been recovered No
Impact No Impact Ayla Serifsoy - LTC Service Issue CG was 30 minutes late
to introduction. CG Allergic to dogs and they have a dog (noted on care
plan). Personality and experience not good fit for what is primarily a
companion case. Discussed concerns with CSM involved who provided feedback
to staffing on Cindy Vera Cruz. She has a history of issues so further
discussion on why she was chosen for this client. Addressed coaching
concerns with SM supervisor and CSM. Re-staffed and SOC Other Yes 0 0 $9.50
3/21/2023 NC and SVA Raleigh Samantha Staton Frax Intake The Reserve at
Mills Farm 3/23/2023 Green: the Client has been recovered Resolved and saved
green Pat Grimmer Turtle Service Issue Reserve at Mills Farm notified HCL
that a resident's daughter, Laura, called our main line to initiate pop in
services for her mother and was told that we did not offer less than 6hr
minimum. In this community, we do offer pop in visits at 15 min, 30
min, Inquiring
daughter Laura was called immediately, apologized to for confusion from her
initial call, and the lead was saved. Daughter has completed service
agreement and we are scheduling nursing assessment. HCL followed up with
community to apologize for Other Yes 2 0 0 $353,031.49
3/20/2023 Texas and Arizona Houston Hether Young 3/14-Rawl-EAG/Silverado Elder
Advisory Group 9/6/2021 Yellow: the Client is recoverable with an
intervention Resolved and saved green Manya Rawl Elephant Service
Issue Received
a phone call from Sharona who is the Care Mgr for Manya Rawl. There has
been an issue with the Hosp