--000000000000134e3206458b0050 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hello all, Since the launch of the Client Experience Alert (CEA) form on 9/29, we have observed excellent engagement across the organization. We are particularly encouraged by the high volume of distinct users and the strong representation from our operations leaders in submitting and tracking these alerts to improve service delivery. We wanted to provide some high-level takeaways from our early learnings, some steps offices can take to improve the client experience or mitigate service failures, and a few reminders about CEA Expectations. Statistics Since Go Live: - Nearly 79% of all alerts are driven by just three categories: - Staffing Issues (38.7%) - Staffing remains the single largest operational hurdle, accounting for the highest volume of reported concerns. - Care Quality (24.5%) - Communication (16.0%). - 59.4% of alerts result in lost clients or a high-risk "Action Required" status. - Action: Teams must create and execute a plan immediately upon CEA submission. - Client loss is most prevalent among Tier 2 clients (35.7%) and those lost prior to starting care (25.0%). - 51.9% of issues are reported by clients/family, indicating poor internal detection. - Action: Implement more frequent, intentional communication and Quality Assurance visits. There are a few easy changes that can be adopted and implemented immediately to improve the client experience and significantly reduce service failures: 1. Proactive Client Communication We must ensure clients are always aware of any schedule changes, new caregivers, or any other adjustments that may interrupt their routine. A recurring source of dissatisfaction is clients not receiving timely updates or having to call us for information. This is a shared responsibility: caregiver managers, client success managers, and general managers must collaborate to guarantee all clients are updated promptly. 2. Thorough Documentation and Follow-Up Proper documentation and follow-up are critical and are an expectation of everyone's role. We need to ensure that: - Care plans are complete and thorough before the start of care. - Follow-up calls are completed and documented. - Caregivers are immediately updated about any changes to a client=E2=80= =99s needs or expectations. 3. On-Call Team Awareness It is essential that the on-call team is made aware of any service failures resulting from the after-hours support team. Providing them with this critical information and feedback is necessary to help that team improve performance. To ensure consistency in our Client Experience Alert (CEA) process, please ensure the following: *Submission Requirements:* - CEAs should be submitted for both positive and negative client experiences. - We expect all offices to submit CEAs, with contributions from both sales and operations team members. *CEA Plan Detail:* - The Client Experience Alert Plan should clearly deta