--000000000000c5bf750642c75740 Content-Type: multipart/alternative; boundary="000000000000c5bf740642c7573f" --000000000000c5bf740642c7573f 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 10/27-11/2. This is a high-level overview of Medallia, Client Experience Alerts, 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. Additionally, RDOs will now be included on this email thread weekly to help share feedback and themes with site level leaders. Medallia Overview: Invitations Sent (all surveys): 759 Responses (all surveys): 123 Total Response rate: 16.2% Opt Outs: 1 Weekly NPS scores: [image: image.png] Weekly CG Pulse Results: [image: image.png] Invitations Sent: 271 Responses: 53 Total Response rate: 19.6% Weekly CSM Pulse Survey Results: [image: image.png] Invitations sent: 8 Surveys completed: 1 Response rate: 12.5% Notes: Weekly CEA Overview: Total submitted this week: 10 Breakdown of Reasons Submitted: - Care Quality/Service Concern: 2 - Caregiver Match Issue: 1 - Client Satisfaction/Experience: 1 - Communication/Responsiveness Issue: 4 - Schedule/Staffing Issue: 2 Clients Lost: 3 Clients Never Started: 1 Weekly Quality Highlight: - Claudia Hernandez and her East Bay team of CSMs (Khatera, Amber, Cindy and Mila) are proving the power of proactive quality. By setting a clear expectation of five in-person Quality Assurance or Start-of-Care visits = per day, they=E2=80=99ve increased client touchpoints by over 40% in just a = few weeks - a total of 284 active client visits in the month of October! These visits aren=E2=80=99t just check-ins, they're opportunities to spo= t care plan changes early, rebuild trust after service issues, and uncover new ways = to support families. The East Bay team is showing just how important Qualit= y Assurance Visits are, and shared some tips with our team on how to best plan for these: - Schedule out your calendar: scheduling visits out for the week (and sticking to them!) is the best way to keep track of where your team should be focusing their time. This allows ensure that on slow start of care weeks, our client-facing team is still engaged with our existing clie= nt base. - Plan visits by location: To minimize windshield time, try planning your QAvs for the week by location. This allows you and your team to maximize time in the field. Areas of Focus and Critical Feedback - Timely Communication: Client surveys highlight that late communication (schedule updates, caregiver changes, response to calls/texts/emails) is= a major issue. Develop a team plan to ensure all clients receive prompt responses and timely information. - Dual Communication Responses: If a client contacts us via both phone and email, respond to both channels. An email acknowledgment after a phone follow-u