Hi Lee,
We will cancel the overnights for Monday to Thursday as of Monday. Please
let us know how it goes and if you would like to reschedule Nida and Joy
for those nights at the end of the two weeks.
We will keep Jenelyn in place for the Friday day shift for the time being.
Thank you,
Kathryn
On Fri, Jan 13, 2023 at 2:46 PM Lee Croll <lee_croll@hotmail.com> wrote:
> Hi Kathryn,
>
> Yes, the 2-week trial will start this Monday night. I’ll circle back with
> you to advise whether I intend to hire this person to cover those nights
> (M-Th inclusive) on a permanent basis.
>
> For the time being it is OK for Jenelyn to coiner the Friday day shift but
> I will have to get more detailed feedback from my husband and Zenny about
> how it has been going with her. There has been so much chaos these last two
> weeks that I’m not sure what their view is of her.
>
> Regards,
> Lee
>
> Sent from my iPad
>
> On 13 Jan 2023, at 14:00, Kathryn Nester <knester@thekey.com> wrote:
>
> Hi Lee,
>
> I will let Cheryl speak to the invoicing but I just wanted to clarify
> things from a scheduling standpoint. Are these changes taking place as of
> Monday? I just want to make sure I’m clear on the when for cancelling Joy
> on the overnights.
>
> Jenelyn was there overnight this past Monday. Did that go well? If so, we
> would like to have her continue for the Friday 7am-7pm day shift that
> cannot be covered by June or Joy.
>
> Thank you,
> Kathryn
>
> *Kathryn Nester*
> *Employee Care Manager*
> Home Care Assistance
> Office: 416-488-8777 <4164888777>
> Toronto, ON (EST)
> torontohomecareassistance.ca
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>
> On Jan 13, 2023, at 1:39 PM, Lee Croll <lee_croll@hotmail.com> wrote:
>
> Hi Cheryl,
>
> Thank you for your email Tuesday. It’s been a very busy week so I’ve not
> had a chance to reply sooner. I appreciate your apology and interest in
> rectifying the situation as well as the offer to credit the relevant night
> shifts. Just so you are aware, I received an invoice on Wednesday covering
> last week’s shifts and it appears that only 1/2 of a single night a shift
> was credited. Perhaps the credit will be applied to next week’s invoice?
>
> Irrespective, I’ve identified someone privately who I’ve hired for a
> 2-week trial period to cover the Monday-Thursday night shifts. During this
> time I will continue to use your firm for days as well as the Fri, Sat &
> Sunday night shifts. Hopefully Nida can pick up these three nights (Fri,
> Sat, Sun) when she returns from her holiday at the end of Jan. I also hope
> we can find someone good/reliable to pick up the remaining day shift that’s
> not covered by June and Joy. Thank you.
>
> Regards,
>
> Lee
>
> Sent from my iPad
>
> On 10 Jan 2023, at 12:47, Cheryl Cartwright <ccartwright@thekey.com>
> wrote:
>
>
> Good Afternoon Lee,
>
> Thank you for your email. I can appreciate your concerns and frustrations
> completely. You are an exceptional client and it is completely unacceptable
> to have substandard care. We are disappointed that in Nida's absence both
> replacement caregivers didn't work out. Nancy is a highly experienced
> caregiver who has received outstanding reviews from our clients and staff
> historically so we in no way expected anything but perfection when we
> assigned her to your husband. The caregiver who was sleeping on shift has
> actually been removed from our team as we have a no tolerance policy for
> that on an active overnight shift. I am deeply sorry this happened.
>
> We have been working together for a long time now and I hope you know the
> standard of care I expect from our team and the type of service I always
> want to provide. I would like to credit you back the overnight shifts from
> last week where the service in no way reflected the standards of Home Care
> Assistance. I will see that that credit is applied to your invoice next
> week. That said, I know this isn't about the money but rather the care you
> so carefully put in place for your husband and I want to let you know that
> we will do everything we can to turn this around immediately. We are so
> grateful for the trust you have given us with his care and will not let you
> down.
>
> If there is anything else you wish to speak about please let me know and
> we can arrange a call.
>
> Warm Regards,
>
> Cheryl
>
> On Tue, Jan 10, 2023 at 1:15 PM Lee Croll <lee_croll@hotmail.com> wrote:
>
>> Hi Kathryn,
>>
>> I just want to be clear that I’m very upset with how the last 7-10 days
>> have been handled. My husband is in a very bad way due to the revolving
>> door of caregivers, which I am very distressed about. In particular, as I
>> had repeatedly flagged up concerns before the holidays about the impending
>> staffing changes and how a smooth transition could be achieved. It was well
>> known that Joy was going back to school and Nida would be on vacation, so I
>> don’t understand why new people were not introduced and trained well in
>> advance so they would be familiar to my husband once on shift and able to
>> confidently work autonomously. The issues causing me the greatest concern
>> in the last two weeks are:
>>
>> - The calibre of the stop-gap night shift caregivers has been entirely
>> substandard
>> - We’ve just had 24 hours of care by two new/unfamiliar people who were
>> not adequately trained or prepared
>> - My husband fell and this was not reported and no follow up was
>> conducted (to my knowledge)
>> - A caregiver was found to be repeatedly sleeping and my husband unable
>> to wake her on shift
>> - Our live-in housekeeper at the condo has had to intervene/assist
>> throughout multiple nights, when this is not her job and contravenes her
>> employment rights & terms of her work permit, thus putting me at risk as
>> her employer.
>> - I raised the concern with “Tim” on Sunday (per Cheryl’s out of office
>> email) and didn’t hear back from him until Monday. He addressed me as “Mr”
>> and clearly had no idea who we were, what our care needs are, or what was
>> going on with my husband’s PSWs.
>>
>> All of the above are entirely unacceptable to me. I would like a better
>> and more thorough explanation as to how this will be rectified and what is
>> being done to keep this from ever happening again.
>>
>> I stopped using another agency for my husband’s nighttime care for
>> similar issues and will not hesitate to take our business elsewhere if
>> things do not improve. We are not an occasional client with sudden or
>> short-notice needs - there is plenty of lead time and we have consistent,
>> ongoing care needs. Given the 24/7 schedule, I think I must be paying c.
>> $20,000+ p.c.m to your firm, so it’s not unreasonable to expect a certain
>> level of professionalism and reliability.
>>
>> Regards,
>>
>> Lee
>>
>> Sent from my iPad
>>
>> On 9 Jan 2023, at 17:12, Kathryn Nester <knester@thekey.com> wrote:
>>
>> Hi Lee,
>>
>> I spoke to Joy, and unfortunately she wouldn’t be able to make the
>> schedule work for those nights.
>>
>> Nida normally does Thursday through to Tuesday overnight.Once she returns
>> on the 2nd she will go back to her regular schedule and Joy will remain on
>> the Wednesday nights.
>>
>> Thanks,
>> Kathryn
>>
>> *Kathryn Nester*
>> *Employee Care Manager*
>> Home Care Assistance
>> Office: 416-488-8777 <4164888777>
>> Toronto, ON (EST)
>> torontohomecareassistance.ca
>> <https://na01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.torontohomecareassistance.ca%2F&data%7C01%7C%7C834107c598154eef3c3308daf5986b82%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C638092332452958395%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=ClZzI%2BjwT0NCNje4ILIIjxBsXYkLcEFxdAGop3qYAkg%3D&reserved=0>
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