--00000000000022e06c05eac9f45f Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you so much for the information and also your hard work on this, greatly appreciated! Ron did respond to our initial email and wanted to pass along that he requested that any communication on his father's care be done with his sister, Reena. He included her in the email and I followed up with her to see if there is a time that works best. Due to the request, I wanted to leave this up to you in regard to any next steps that may be needed in updating the POC information in ClearCare. Thank you again and we will ensure to keep you updated on our efforts. On Mon, Oct 10, 2022 at 1:31 PM Cheryl Cartwright wrote: > Hi Keri, > > I wanted to share with you an email from Shawntel regarding this client. > It may help offer some insight. Her remarks below: > > "This poor client had luna then jamie as a care manager and Jamie promise= d > them 1 caregiver. They wanted a male specifically and took females on fil= l > ins so they were upset. She was having difficulty with jamie and luna not > communicating things and changes. I have tried to mend this and try to be > very prompt in replying to her. I think we are off to a good mending of > this relationship. But she is right she didn=E2=80=99t get what she was p= romised > from the beginning." > > Shawntel has been really diligent about turning things around for clients > in Calgary who have been passed around a bit. I will follow up with her > about this several times over the next few weeks to make sure we are sti= ll > on track. > > Hope this helps, > > Cheryl > > On Mon., Oct. 10, 2022, 2:09 p.m. Keri Thrush, wrote= : > >> Hi, Cheryl. >> >> Pulling you into the detractor alert received yesterday to initiate >> pre-planning. If you would be so kind to reply back in this thread and p= ull >> in any other stakeholders. >> >> Thank you, >> >> On Sun, Oct 9, 2022 at 10:46 AM Medallia >> wrote: >> >>> Client Name: John "Jack" Kokotailo >>> >>> CC ID: 1000000000036846 >>> >>> Primary Contact: Ron Kokotailo >>> >>> PC Contact Info: ronkokotailo@shaw.ca / +4038520356 >>> >>> Survey Delivery: Email >>> >>> >>> Division: Canada Business Unit: Calgary Tenure: 12 Weeks - Less Than 26 >>> Weeks Actual Customer Segment: Turtle Stated Customer Segment: Turtle >>> Survey: Relationship 2 Main Score: 5 Comments: I have filled in the >>> caregiver component of the survey with my father=E2=80=99s current care= giver >>> (Louie) in mind. He is great! Unfortunately he is also my father=E2=80= =99s 5th >>> caregiver in around six months. Of those five, two have been good, two >>> mediocre in terms of being a good match for my father, and two were ver= y >>> poor matches. In terms of office staff, I have found the people supervi= sing >>> the caregivers that I have dealt with to be helpful and generally promp= t in >>> returning my calls and they have strived to address problems. The >>> difficulties, however, often seemed beyond their control and I have had= to >>> work with three different people within a relatively short period which= has >>> meant going over a lot of old ground with each new person. I feel the >>> organization has been struggling to live up to its own expectations of = the >>> level of service it aims to provide. I realize that this is possibly du= e to >>> circumstances around availability of carers. Please click here to see t= he >>> full survey response and learn more about the client: >>> https://hca.medallia.com/hca/respInvForm.do?surveyid=3D144119 >>> >> --00000000000022e06c05eac9f45f Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you so much for the information and also your hard w= ork on this, greatly appreciated! Ron did respond to our= initial=C2=A0email and wanted to pass along that he requested that any com= munication on his father's care be done with his sister, Reena. He incl= uded her in the email and I followed up with her to see if there is a time = that works best.=C2=A0 Due to the request, I wante= d to leave this up to you in regard to any next steps that may be needed in= updating the POC information in ClearCare.=C2=A0 = Thank you again and we will ensure to keep you updated on our efforts. On Mon, Oct 10, 2022 at 1:31 PM Cheryl Cartwright < ccartwright@thekey.com > wrot= e: Hi Keri, I wanted to share with you an email from Shawntel regarding this client. = It may help offer some insight. Her remarks below: "This poor client had lun= a then jamie as a care manager and Jamie promised them 1 caregiver. They wa= nted a male specifically and took females on fill ins so they were upset. S= he was having difficulty with jamie and luna not communicating things and c= hanges. I have tried to mend this and try to be very prompt in replying to = her. I think we are off to a good mending of this relationship. But she is = right she didn=E2=80=99t get what she was promised from the beginning.&qu