Thanks so much for the background and efforts to dig in deeper.
My initial thoughts on survey completion are:
1. she may be catching up on emails
2. delay on deactivation on our end
On Tue, Jan 31, 2023 at 9:04 AM Cheryl Cartwright <ccartwright@thekey.com>
wrote:
> Hi Keri,
>
> This was actually a referral from another client of ours. She had wanted
> us more for appointments and occasional shifts. She had also wanted only
> one caregiver who would work three hour shifts only. We accommodated as
> much as possible. The case started in November and ended a few weeks later
> when her mom insisted she didn't want the care anymore. i am not sure why
> the survey was triggered now. It does look by her comments though that she
> thought she was reviewing the LHIN and not HCA.
>
> I will reach out to see if things are going well with her mother.
>
> Thanks for sending this over,
>
> Cheryl
>
> On Mon, Jan 30, 2023 at 1:03 PM Keri Thrush <kthrush@thekey.com> wrote:
>
>> Hi, Cheryl.
>>
>>
>> Passing off the detractor below in order to initiate next steps and
>> contacting the POC directly. Thank you!
>>
>> On Mon, Jan 30, 2023 at 4:40 AM Medallia <noreply@app.medallia.com>
>> wrote:
>>
>>> Client Name: Carole Kavanagh
>>>
>>> CC ID: 1000000000043568
>>>
>>> Primary Contact: Marea Kavanagh
>>>
>>> PC Contact Info: marea2750@gmail.com / +9198862696
>>>
>>> Survey Delivery: Email
>>>
>>>
>>> Division: Canada
>>>
>>> Business Unit: Toronto
>>>
>>> Tenure: Less Than 4 Weeks
>>>
>>> Actual Customer Segment: Bee
>>>
>>> Stated Customer Segment: Elephant
>>>
>>> Survey: End of Service Survey 1
>>>
>>> Main Score: 5
>>>
>>> Comments: Went to a self directed program. Can pay staff more money and
>>> take more control of schedules etc.
>>>
>>>
>>> Please click here to see the full survey response and learn more about
>>> the client: https://hca.medallia.com/hca/respInvForm.do?surveyid=195878
>>>
>>
>
> --
> *Cheryl Cartwright*
> *Regional, Client Success, Canada *
> Home Care Assistance
> Office: 416-488-8777 <4164888777>
> Toronto, ON (EST)
> torontohomecareassistance.ca <https://www.torontohomecareassistance.ca/>
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