Re: North Lodge Update

Great proposal Kathryn.

Best regards,

Matt

Matt Vijayan, B.Sc., MBA, CCPE
Director of Sales, Canada
*Please note my email has changed:*
mvijayan@TheKey.com <Madhu.Vijayan@TheKey.com>

TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://www.thekey.com/>


On Mon, Jan 16, 2023 at 5:19 PM Kathryn Nester <knester@thekey.com> wrote:

> Hi Beth,
>
> Thank you for the update. Allison is going to put all the details from her
> discussion into a care plan for our team. We are also going to host a
> google meets session for anyone regular there or anyone that recently said
> they didn't want to go back to provide clarity on the actual requirements
> and expectations. Hopefully the staff that did not want to return will
> change their mind.
>
> To clarify, are our staff still expected to do meal prep and cooking for
> the entire facility, or are they going to let their staff with the
> certificate handle this? It still seems odd to me to have us do this when
> they have certified food handlers on shift..
>
> Allison and I also spoke this morning about the 9-9 shifts on how our
> staff often get moved to other tasks because no one is trained on the
> seizure requirements for a particular resident. Do we feel a training or
> shadow shift of some sort could be worthwhile for this?
>
> Thanks,
> Kathryn
>
> On Mon, Jan 16, 2023 at 4:31 PM Matt Vijayan <mvijayan@thekey.com> wrote:
>
>> Thank you Beth.
>>
>> Best regards,
>>
>> Matt
>>
>> Matt Vijayan, B.Sc., MBA, CCPE
>> Director of Sales, Canada
>> *Please note my email has changed:*
>> mvijayan@TheKey.com <Madhu.Vijayan@TheKey.com>
>>
>> TheKey.com <https://www.thekey.com/>
>> [image: TheKey] <https://www.thekey.com/>
>>
>>
>> On Mon, Jan 16, 2023 at 3:18 PM Elizabeth Sparrow <
>> beth.sparrow@thekey.com> wrote:
>>
>>> Hi all,
>>>
>>> To close this loop.
>>>
>>> Had a follow-up call with Odelia from North Lodge this afternoon.
>>>
>>> She thought Allison was "lovely!" We didn't repeat the details of their
>>> discussions & you have Allison's notes.
>>>
>>> Odelia was very understanding of the perceptions that our staff could
>>> have had about the assignments. She did report to her leadership that HCA
>>> was doing an investigation and she is reporting back to them tomorrow. I
>>> offered to attend, but she didn't feel that was necessary because it was
>>> resolved. Reviewed that we would still like to host a lunch for their
>>> leadership team, she will let me know a date.
>>>
>>> They are now caught up on Christmas Stat holidays, and vacations days
>>> for their staff so we will see fewer shift requests at the moment.
>>>
>>> Furthered the discussion on safe food handling certification.  I offered
>>> that we are open to a discussion if there would be a benefit for our staff
>>> who work regularly to be trained. (6 hours online course $30) For now, they
>>> have enough of their staff trained and only 40% on shift need to be
>>> certified, a certified person just needs to be in the building as a
>>> resource.
>>>
>>> Unless there are any questions this situation is resolved.
>>> Beth
>>>
>>> On Fri, Jan 13, 2023 at 4:43 PM Allison Brennan <
>>> allison.brennan@homecareassistance.com> wrote:
>>>
>>>> Hi everyone,
>>>>
>>>> I went to North Lodge this afternoon and spent 90 minutes talking with
>>>> Odelia White and I have a very crystal clear picture of what goes on at
>>>> North Lodge. Odelia took time to make sure I understood the way North Lodge
>>>> works and I am going to make sure the caregivers assigned are fully aware
>>>> of how this facility works and why changes are made. This email will mostly
>>>> be copied and pasted to the Care Plan for North Lodge replacing the one in
>>>> there now so that all caregivers going in are aware of how it works at
>>>> North Lodge and why certain changes are made based on who is scheduled.
>>>>
>>>> *SHIFTS:*
>>>> 6-2 *This shift is a MED shift and is ONLY completed by North Lodge
>>>> Staff- HCA staff will never be asked to do tasks assigned with this shift*
>>>> 6-2 *This shift is 1:1 with Client Ashley*
>>>> 7-3  *This Shift is in the West Wing (Women's Wing) and this is for
>>>> Personal Care*
>>>> 7-3 *This shift is in the East Wing (Men's Wing) and this is for
>>>> Personal Care*
>>>> 7-3 *This is a HOUSEKEEPING SPECIFIC shift*
>>>> 2-10 *This shift is a MED shift- Only completed by North Lodge Staff*
>>>> 2-10 *This shift is in the Kitchen/ assisting 2 clients with Personal
>>>> Care from the East wing*
>>>> 2-10 *This shift is a 1:1 with Client Ashley*
>>>> 3-11 *This shift is West Wing Personal Care*
>>>> 3-11 *This shift is East Wing Personal Care*
>>>> 11-9 *This is an Overnight shift*
>>>> 11-9 *Overnight Shift*
>>>>  9-9 *This shift is the 1:1 shift for client CODY. *
>>>>
>>>> *Here is the breakdown of the shifts:*
>>>>
>>>>    - 9-9: Cody just moved in at the end of November 2022. He suffers
>>>>    from Seizures. HCA staff are not trained or equipt with the knowledge on
>>>>    how to help Cody when he suffers his seizures. There are reports that have
>>>>    to be completed, staff have to know how to help him while he is seizing and
>>>>    what to do after. Originally, HCA staff were hired out for this 1:1 support
>>>>    for Cody, however, when our staff were not able to assist him in his time
>>>>    of crisis, and was not able to complete the appropriate documentation that
>>>>    is required afterwards, HCA staff then had to report back to the NL staff
>>>>    about what happened, how long he was seizing for etc... and then the NL
>>>>    staff were completing reports about an incident they did not witness first
>>>>    hand. Because of this, Odelia decided: when we have a NL staff working a
>>>>    7-3 and an HCA staff doing the 9-9, the NL staff would do 7am-9am with
>>>>    either east or west wing Personal care, and move to the 1:1 support for
>>>>    Cody at 9 am and HCA staff will move to either East or West wing Personal
>>>>    care Line that the NL staff moved out of. When the next 3-11 shift comes
>>>>    in, the NL staff that is assigned to East or West Wing Personal Care, will
>>>>    go and support Cody from 3-9pm and the HCA staff working the 9-9 will move
>>>>    to where the NL staff was supposed to work. This way, if Cody has a
>>>>    seizure, the NL staff are reporting what they themselves witnessed and not
>>>>    second hand information that was relayed by HCA staff. When the 9-9 Shift
>>>>    is over, the NL staff that are giving the 1:1 support for Cody, will go
>>>>    back to their original wing assignment and finish out their shift on either
>>>>    Personal Care Wings.
>>>>    - 7-3- This shift is assigned to the West Wing- the Women's Wing,
>>>>    Or the East Wing for Men. This entire shift is Personal care for the
>>>>    residents in the home.
>>>>    - 7-3 Housekeeping: This housekeeping shift is reserved for new
>>>>    agency staff that have not worked at NL yet. This gives them the chance to
>>>>    learn the home, and familiarize themselves with the residents. Some of the
>>>>    residents dont do well with caregivers they have never met before:
>>>>    Sometimes they won't eat, bathe, interact etc.... so this shift allows them
>>>>    to learn where everything is, the way the home works, and more personal
>>>>    details about the residents. Once the residents become more familiar with
>>>>    the HCA staff, they will be given Wing assignments.
>>>>    - 2-10- If someone new is going in for this shift with Ashley, they
>>>>    will be reassigned to the Kitchen/ Assisting 2 mals clients with Personal
>>>>    Care form the East Wing and the NL staff or HCA staff that have been there
>>>>    before will get the 1:1 with Ashley.
>>>>    - 7-3 HK shift: If NL has requested three 7-3 shifts, one of those
>>>>    is designated solely for housekeeping. Odelia creates a daily sheet for
>>>>    each shift assigning staff based on who is working and from where. It will
>>>>    not be until the three HCA staff arrive to their shift, will they know
>>>>    where they are working. If there are three 7-3 shifts and one of them calls
>>>>    in sick, the HK shift goes away and automatically the other two shifts are
>>>>    wing shifts for Personal care.
>>>>
>>>> There is no way to tell based off of shift requests where you will be
>>>> assigned, however, if you have been working at NL for a while, you will
>>>> know the routine, how work is delegated, and why you were placed in a
>>>> specific role.
>>>>
>>>> *Breaks*:
>>>>
>>>>    - Odelia and I discussed the break situations also. She said that
>>>>    each caregiver is 100% entitled to a break- and they can sit. They can take
>>>>    a break in their car, outside, downstairs in the break room or on the main
>>>>    floor where there is an empty respite room. They are not required to stand
>>>>    for their entire shift and they are allowed to rest. I shared with her some
>>>>    feedback about NL staff saying they are not allowed to sit and that they
>>>>    are being watched, and Odelia thinks that may be because HCA staff are
>>>>    taking breaks in the Main Living Space on the residents' couches, rather
>>>>    than the designated break areas. Sitting with the residents on their
>>>>    couches is not permitted and could be why they are being asked to stand up.
>>>>    The only thing HCA staff MUST DO, is to tell someone they are going on a
>>>>    break, not just leave. There are few staff that work there at one time, so
>>>>    if one person goes on a break without letting someone else on staff know,
>>>>    it's very easy to see when someone is missing. If an HCA staff member is
>>>>    doing the 1:1 with Ashley for instance, and takes a break without letting
>>>>    someone know, Ashley is then left on her own and no one will be watching
>>>>    her. This is cause for concern from the NL staff. Odelia said however, if
>>>>    for whatever reason, HCA staff are being told they are not allowed to take
>>>>    a break, the HCA staff are to get the name of the person who said it and
>>>>    report back to me so I can address it with Odelia.
>>>>
>>>>
>>>> *Food Handling in the Kitchen:*
>>>>
>>>> Beth is going to have to follow up with Odelia on this as I was not too
>>>> familiar with what she was saying but the gist of what I took away was this:
>>>>
>>>>    - All NL staff are full time, and they all have their food handling
>>>>    Licenses. Because there are more than 10 people who live in this facility,
>>>>    they have to answer to Public health and go through multiple inspections
>>>>    each month. Apparently, they are required to have a specific number of food
>>>>    handlers on shift at the same time. They just have to be on shift, not
>>>>    necessarily the ones cooking the food.
>>>>    - I flew this by Beth, and it just didn't quite make sense to
>>>>    either of us, so she is going to do some research and follow up with Odelia
>>>>    next week about this. My understanding is if you are in a "Facility" and NL
>>>>    is considered that because they have more than 10 residents, the person
>>>>    cooking the food has to have the license itself. For example: If I work at
>>>>    a bar as a hostess, it doesn't mean I can pour a drink for a customer when
>>>>    the bartender is busy because the bartender has the license, the smart
>>>>    serve license is owned by the individual and is not transferable- to me
>>>>    this seems like it's the same situation. The Food Handler License is owned
>>>>    by the individual caregiver NOT the Facility.
>>>>    - We can prepare the food, but we can't cook the chicken- is my
>>>>    understanding- But Beth will follow up.
>>>>
>>>> It was a very positive meeting we had and I can see where caregivers
>>>> for HCA would get upset being dismissed and redirected with no knowledge as
>>>> to why. This should clear it up for them. It seems that all these issues
>>>> started coming when Cody the 9-9 shift was brought in and people were
>>>> pulling the HCA staff off his case and reassigning them on their own.
>>>> Odelia said there is always someone in charge even when Odelia is not
>>>> there. Social Workers, Aides, program coordinators who run day programs
>>>> etc.... someone will be able to answer why a caregiver from HCA was moved.
>>>>
>>>> They would rather a staff ask 10 questions about something than none
>>>> and not make an effort to learn.
>>>>
>>>> Arya and Akhilesh have been praised there and they love them. They know
>>>> the lay of the land and how it all works. If they are ever on shift, HCA
>>>> staff can find clarity with one of them.
>>>>
>>>> I have told Odelia that I believe the miscommunication and redirection
>>>> with no explanation is the root cause of these complaints that have been
>>>> brought forth and if the caregivers are understanding of the expectations
>>>> like I do now, they wouldn't have any issues.
>>>>
>>>> I let Odelia know that if they are in need to please reach out and we
>>>> will be happy to help now that I have the understanding on how it works and
>>>> why.
>>>>
>>>> She said she was very happy I stopped over and will be happy to
>>>> continue using us moving forward.
>>>>
>>>> Hope this is helpful!
>>>>
>>>> Have a good weekend everyone and if you have any questions please let
>>>> me know!
>>>>
>>>> Take Care,
>>>>
>>>> *Allison Brennan*
>>>> *Care Manager*
>>>> *Home Care Assistance - **Serving Oakville, Mississauga, Burlington,
>>>> Waterloo & Wellington region*
>>>> 375 University Ave E, Waterloo, ON, N2K3M7
>>>> <https://www.google.com/search?q=375+University+Ave+E+Waterloo%2C+ON+N2K+3M7&rlz=1C1CHBF_enCA974CA974&oq=375&aqs=chrome.0.69i59l2j69i57j69i59.2545j0j7&sourceid=chrome&ie=UTF-8>
>>>>  *Tel: 519-954-2111 Ext: 1410003*
>>>> 2525 Old Bronte Rd, Suite 212, Oakville, ON,
>>>> <https://www.google.com/search?q=2525+Old+Bronte+Rd%2C+Suite+212%2C+Oakville%2C+ON%2C+L6M+4J2&rlz=1C1CHBF_enCA974CA974&ei=WFhMYrSaHuGT9PwPrM6AmAc&ved=0ahUKEwi0prH4lv32AhXhCZ0JHSwnAHMQ4dUDCA4&uact=5&oq=2525+Old+Bronte+Rd%2C+Suite+212%2C+Oakville%2C+ON%2C+L6M+4J2&gs_lcp=Cgdnd3Mtd2l6EAM6DggAEI8BEOoCEIwDEOUCOhEILhCPARDUAhDqAhCMAxDlAkoECEEYAEoECEYYAFCTCViTCWD4EGgBcAB4AIAB1AGIAdQBkgEDMi0xmAEAoAEBoAECsAEKwAEB&sclient=gws-wiz>L6M
>>>> 4J2
>>>> <https://www.google.com/search?q=2525+Old+Bronte+Rd%2C+Suite+212%2C+Oakville%2C+ON%2C+L6M+4J2&rlz=1C1CHBF_enCA974CA974&ei=WFhMYrSaHuGT9PwPrM6AmAc&ved=0ahUKEwi0prH4lv32AhXhCZ0JHSwnAHMQ4dUDCA4&uact=5&oq=2525+Old+Bronte+Rd%2C+Suite+212%2C+Oakville%2C+ON%2C+L6M+4J2&gs_lcp=Cgdnd3Mtd2l6EAM6DggAEI8BEOoCEIwDEOUCOhEILhCPARDUAhDqAhCMAxDlAkoECEEYAEoECEYYAFCTCViTCWD4EGgBcAB4AIAB1AGIAdQBkgEDMi0xmAEAoAEBoAECsAEKwAEB&sclient=gws-wiz>
>>>>  *Tel: 905-337-1200*
>>>>
>>>>
>>>> *Champions of Aging Well*
>>>>
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>>>>
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>>>>
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>>>
>>>
>>> --
>>> Beth Sparrow
>>> Home Care Liaison / Business Development
>>> *Please note my email has changed:*
>>> beth.sparrow@TheKey.com <Beth.Sparrow@TheKey.com>
>>> (226) 771-9243 Direct
>>> (519) 954-2111 Office 24/7 coverage
>>> TheKey.com <https://www.thekey.com/>
>>> [image: TheKey] <https://www.thekey.com/>
>>>
>>>
>
> --
> *Kathryn Nester*
> *Caregiver Ambassador*
> Home Care Assistance
> Office: 416-488-8777 <4164888777>
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