Re: Detractor Alert: Doreen Lowbridge | 1000000000042782

Hi, all!

I was able to speak with Robert yesterday and the details of our call are
below...

   - He did mention the quick turnaround and how appreciative he was/is.
   Also mentioned that putting together a care plan in a small time frame is
   difficult. GREAT WORK!!!
   - His biggest concerns mentioned were around the caregivers lack of
   experience, vetting, and their training - especially with Mrs. Lowbridge's
   dementia
      - Lola - lack of expertise
      - Diana - expertise
         - she had composure, method to consistency, and would modify her
         approaches if/when needed
      - He mentioned that he feels there could have been more communication
   on dementia and how we can help
   - His decision to go with Memory & Co was due to the ratio of 5:1 with
   the additional dementia experienced staff for response and nurses
   - I did highlight Dr. Shadi Gholizadeh's dementia training as a
   potential resource for the local team to partner with if services are to
   restart and offered an introduction to her if he would like any additional
   resources as he is learning through this. Including Shadi just for
   visibility.
   - Lastly, this morning I received the email below from Robert. We
   support the team on your decision making for this. Please let me know how
   you would like to proceed.
      - Hello Keri

      Thank you for your follow-up email. I am open to provide any
      additional feedback if you feel it would be helpful in improving your
      business model, procedures and training.

      As my wife was witness to our call, we had a further discussion
      regarding the caliber of support we were provided and the costs incurred.
      Obviously we are not refusing to pay your fees. However as we
have incurred
      considerable costs in getting the caliber of support we felt Mrs
Lowbridge
      urgently required, it would be helpful if you could have someone
review the
      attached invoices and see if anything can be done.

Please let me know if you have any questions and/or would like to discuss
further.

Thank you!!

On Tue, Oct 18, 2022 at 10:45 PM Keri Thrush <kthrush@thekey.com> wrote:

> Thank you so much, Cherly! Very helpful information.
>
> Robert did respond and my call is scheduled for this coming Monday
> morning. I will ensure to keep everyone updated on the details.
>
> On Mon, Oct 17, 2022 at 4:56 PM Cheryl Cartwright <ccartwright@thekey.com>
> wrote:
>
>> Hi Keri,
>>
>> We actually spoke about this client in our morning meeting today. Robert
>> is a friend of Doreen's and started care very last minute in an
>> emergency state. We did explain that we would be able to put a more
>> permanent team in place in the coming days but that due to the sudden
>> nature of his start we had only a few caregivers available albeit not the
>> perfect fit for Doreen. Robert is certainly very stressed and we have been
>> given the impression that his expectations were that all his problems would
>> go away the second we started care. In our meeting today it was discussed
>> with our Client Success Managers the importance of managing expectations
>> and also working diligently to ensure we do get a permanent team in place
>> as soon as possible. We have every confidence things will settle down and
>> with the right team he will see how amazing HCA can be. We won't let this
>> client down, we just needed a few days to get things going for him.
>>
>> Please let me know if he offers anything else that I can address or if
>> you want me to reach out personally.
>>
>> Cheryl
>>
>> On Mon, Oct 17, 2022 at 5:23 PM Keri Thrush <kthrush@thekey.com> wrote:
>>
>>> Hi, Cheryl!
>>>
>>> Passing off to initiate next steps of pulling in stakeholders.
>>>
>>> Thank you,
>>>
>>> On Mon, Oct 17, 2022 at 7:57 AM Medallia <noreply@app.medallia.com>
>>> wrote:
>>>
>>>> Client Name: Doreen Lowbridge
>>>>
>>>> CC ID: 1000000000042782
>>>>
>>>> Primary Contact: Robert Munton
>>>>
>>>> PC Contact Info: robertmunton@bell.net / +2892424224
>>>>
>>>> Survey Delivery: Email
>>>>
>>>>
>>>> Division: Canada Business Unit: Toronto Tenure: Less Than 4 Weeks
>>>> Actual Customer Segment: Elephant Stated Customer Segment: Elephant Survey:
>>>> SOC Survey 1 Main Score: 5 Comments: Dianne is very competent, friendly but
>>>> still unable to get Doreen to comply, Hygiene is still a very serious issue
>>>> with Doreen who has a UTI - now no shower or sponge bath since Sept 28th
>>>> Ola was very quiet & we question her experience. She was unable to get
>>>> Doreen to comply. Ola interrupted a phone call with me which angered Doreen
>>>> Inconsistent PSW supply with “no shows” and we were promised experienced
>>>> attendees with cognitive assist training Please click here to see the full
>>>> survey response and learn more about the client:
>>>> https://hca.medallia.com/hca/respInvForm.do?surveyid=151881
>>>>
>>>
>>
>> --
>> *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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>>
>