--000000000000f63ab706472f84d2 Content-Type: multipart/alternative; boundary="000000000000f63ab506472f84d1" --000000000000f63ab506472f84d1 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hello Leadership Team, I hope you all had a nice holiday! Below you will find your weekly highlights for the week of 12/22 - 12/29. 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. Medallia Overview: Invitations sent (all surveys): 855 Invitations Delivered (all surveys): 846 Responses (all surveys): 107 Total Response rate: 12.6% Opt Outs: 2 (0.2%) Detractors Received: 14 Open (Needs Action): 10 In Progress: 3 Resolved: 0 Virginia Beach: 2 Atlanta: 1 Connecticut: 2 New York: 1 San Antonio: 1 Chicago: 1 Orange County: 1 Peninsula: 1 San Diego: 1 East Bay: 1 Calgary: 1 Weekly Detractor Themes: - There needs to be communication with Client Success Managers need to communicate with families when there is a change in schedules. - Lack of ability to reach scheduling support on the weekends - Lack of quality engagement with patient - Service is unreliable and finding a fill-in is a challenge. - Billing is difficult to navigate, customers state they cannot find their invoices all in one place - Caregivers are not set up appropriately for success with clients - unaware of things like care plan requirements, presence of cameras in th= e home, and unequipped to handle client care needs. One client=E2=80=99s s= on reports caregivers calling 3x a shift to help calm down client. Weekly NPS scores: [image: image.png] Weekly CG Pulse Results: [image: image.png] Invitations Sent: 362 Surveys Delivered: 362 Responses: 52 Total Response rate: 14.4% Opt Out: 1 (0.3%) Detractors (<3): 2 - "She spent the majority of her time on her phone=E2=80=A6did not proacti= vely engage my Mom=E2=80=A6=E2=80=9D - Lynn Matthews for Rollande Matthews, C= onnecticut - =E2=80=9CShe spent more time in the kitchen in her phone instead of stay= ing with mom. When I asked her about it she blamed mom=E2=80=99s memory.=E2=80=9D= - Anita Hall for Anna Gosser, Bradenton Weekly CSM Pulse Survey Results: [image: image.png] Invitations Sent: 21 Surveys Delivered: 21 Responses: 6 Total Response rate: 28.6% Opt Out: 0 Detractors (<3): 0 Weekly CEA Overview: Total submitted this week: 8 Bay Area: 3 Pacific NW: 1 Nebraska: 1 Texas: 3 Breakdown of Reasons Submitted: Total CEAs Still Open + Requiring Action (since launch on 9/29): 42 Client Satisfaction/Experience: 1 Care Quality/Service Concern: 1 Schedule/Staffing Issue: 4 Caregiver Match Issue: 1 Communication/Responsiveness: 1 Anderson Mill - 2 Bay Area - 18 Broward County - 1 Carmel - 1 Central NJ - 1 CNRS WA - 1 La Jolla - 1 Lake Oswego - 1 Naples - 1 Nebraska - 3 Northern Virginia - 1 Puget Sound - 5 Roanoke - 1 San Antonio - 3 T