Re: SLA Questions

--000000000000350f63061f19c4a2 Content-Type: multipart/alternative; boundary="000000000000350f62061f19c4a1" --000000000000350f62061f19c4a1 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you Tim. Tiffany, this is how it looks in the Calgary system for tags. They are different then those is the SLA but unsure if that makes an impact for our report. Your help is greatly appreciated. Best Regards, Shawntel Sousa, LPN Client Success Manager TheKey Calgary Office number: (403) 301-3777 Winnipeg Office Number: (204) 489-6000 Mobile number: (403) 305-6588 On Wed, Aug 7, 2024 at 9:19=E2=80=AFAM Timothy Thomas wrote= : > Hey Tiffany, > > In Audra's absence, could you assist me with the email below? I presume > it's just an error in the SLA? > > Thanks! > > ---------- Forwarded message --------- > From: Shawntel Sousa > Date: Wed, Aug 7, 2024 at 10:59=E2=80=AFAM > Subject: SLA Questions > To: Timothy Thomas > > > Hi, > > I apologize for the emails around the SLAs, I just want to make sure that > I am doing them correctly and have the correct information. I have a few > questions. > > On the SLA that I have attached below it indicates that a tier 1 client > does not require a visit 7 days after starting, is this just an error in > the SLA? > > My next questions are around tags again, can you confirm that the tags an= d > follow-ups are to go as follows: > > *Tier one* > 1. Caregiver Introduction with CSM present tagged *CG Intro* > 2. Phone call follow up with 24 hours of 1st shift tagged* Client > Follow-up* > 3. Visit to the client home by the CSM on or around the 7th day of servic= e > tagged *QA visit.* > *4. *Call the contact to check how services are going tagged *Client > follow-up* > *5.* Set visits up on clear care based on their tier and the notes from > those visits will be tagged* QA Visit.* > > Does it matter how the tag is set up in clear care if it is Client > Follow-up or Client Follow up (without the dash). The way the tags are > written in the SLA document is a bit different job aid Audra shared here = ( > https://docs.google.com/document/d/1jl6xvKxa0WOzFwtjvvQ5RFXwJeP1LqM2tIoNo= VqjjZk/edit > ) > > Finally, do the visits have to be exactly only the 7th day of service or > earlier to comply? > > *Thank you,* > > *Shawntel Sousa, LPN* > > *Client Success Manager* > > *Office: 403-301-3777* > > *Direct: 403-305-6588* > > *TheKey.ca * > > [image: TheKey] > > > > -- > > *Tim Thomas* > Head of Canada Division | *TheKey* > Mobile: 514.591.9387 > [image: TheKey] > --000000000000350f62061f19c4a1 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you Tim.=C2=A0 Tiffany, this is how it looks in the Calgary system for tags= . They are different then those is the SLA but unsure if that makes an impa= ct for our report. Your help is=C2=A0greatly appreciated.=C2=A0 Best Regards, Shawntel Sousa, LPN Client Succe= ss Manager TheKey Calgary Office number: (403) 301-3777 Winni= peg Office Number: (204) 489-6000 Mobile number: (403) 305-6588 On Wed, Aug 7, 2024 at 9:19=E2=80=AFAM Timothy T= homas < tt@thekey.com > wrote: = Hey Tiffany, In = Audra's absence, could you assist me with the email below? I presume it= 's just an error in the SLA? Thanks! ---------- F= orwarded message --------- From: Shawntel Sousa < ssousa@thekey.com > Da= te: Wed, Aug 7, 2024 at 10:59=E2=80=AFAM Subject: SLA Questions To: T= imothy Thomas < tt@the= key.com > Hi,=C2=A0 = I apologize for the=C2=A0emails around the SLAs, I just want to ma= ke sure that I am doing them correctly and have the correct information. I = have a few questions. On the SLA that I have=C2=A0atta= ched below it indicates that a tier 1 client does not require=C2=A0a visit = 7 days after starting, is this just an error in the SLA? = My next questions are around tags again, can you confirm that the tags a= nd follow-ups are to go as follows: Tier on= e 1. Caregiver Introduction with CSM present tagged CG Intro 2. Phone call foll= ow up with 24 hours of 1st shift tagged Client Follow-up 3. Visit to the client home by the CSM= on or around the 7th day of service tagged QA visit. 4. Call the contact to check how services are going tagged Client follow-up 5. Set visits up on clear care based on= their tier and the notes from those visits will be tagged QA Visit. =C2=A0 Does it matter how the tag is set up in clear care if it is Cli= ent Follow-up or Client Follow up (without the dash). The way the tags are = written in the SLA document is a bit different job aid Audra shared here (<= a href=3D"https://docs.google.com/document/d/1jl6xvKxa0WOzFwtjvvQ5RFXwJeP1L= qM2tIoNoVqjjZk/edit" target=3D"_blank" style=3D"