Thank you Keri. Not sure if you were able to see mine and Tim’s remarks
from back in October but sadly this is an ongoing situation with a clients
daughter-in-law who also suffers from mental issues or her own. The client
is a wonderful woman but is a serious hoarder and the police have been out
to say the environment is not fit for residence or for employment.
I will follow up again if you wish but this is not a regular circumstance
and we have all tirelessly tried to provide care for this family with
significant success considering.
I will take the lead on this follow up.
Cheryl
On Thu, Dec 22, 2022 at 6:59 PM Keri Thrush <kthrush@thekey.com> wrote:
> Hi, team!
>
> Dev has completed a follow up survey for Barb and provided below are the
> details. We will allow you to take the lead and determine next steps. Thank
> you!
>
> Client Name: Barb Vaughan
>
> CC ID: 1000000000012039
>
> Primary Contact: Devora "Dev" Chepil
>
> PC Contact Info: devvaughan@hotmail.com / +2048062471
>
> Survey Delivery: Email
>
>
> Division: Canada
>
> Business Unit: Winnipeg
>
> Tenure: More Than 52 Weeks
>
> Actual Customer Segment: Elephant
>
> Stated Customer Segment:
>
> Survey: Relationship 2
>
> Main Score: 0
>
> Comments: Does not have a reliable means to get to work. Due to this she
> misses or shortens shift. Complains about not having money. Does not follow
> instructions well. Often hard to communicate with. Does not complete
> everyday tasks on regular basis especially on Fridays. Not physically fit
> enough to do the job. Within 10 minutes of arriving she wanted to sit to do
> a task that should have only taken 30 seconds before moving on to the next
> task. She was not well matched to our needs. Billing errors happen often
> and take forever to resolve. We have been given an ultimatum to return to
> direct withdrawal payments with a two day deadline that if we do not allow
> access HCA will withdraw services. We have been told that these ultimatums
> come from corporate. Care staff are unreliable and often don’t show up for
> shifts. We are often told they are not coming only minutes before their
> shift is supposed to start. Staff claim they call repeatedly for an hour
> and a half to two hours prior to their shift starting. It doesn’t seem that
> staff within the office communicate with each other.
>
>
> Please click here to see the full survey response and learn more about the
> client: https://hca.medallia.com/hca/respInvForm.do?surveyid=173237
>
> On Thu, Oct 27, 2022 at 7:09 AM Timothy Thomas <tt@thekey.com> wrote:
>
>> Hi Aileen,
>>
>> I reviewed the report with my team yesterday.
>>
>> In fact this is the hoarding client where we have churned through nearly
>> 50 caregivers since the start date in 2020. The client's daughter does seem
>> to suffer from some mental health issues and is very difficult to please.
>> To her credit, we have been experiencing some billing / payment issues
>> since the GM resigned and became a consultant. We're in the process of
>> rectifying this issue and it should be resolved by mid November when our
>> corporate billing team takes over. In the meantime, I'm overseeing any
>> client billing inquiries to ensure a speedy resolution.
>>
>> We've managed to stabilize the case as of late September with the same
>> caregiver; however they reached out yesterday to express some concerns
>> about the work environment. Our client success manager Brian will be making
>> another visit tomorrow.
>>
>> Stay tuned for more details.
>> Regards,
>> Tim
>>
>> On Wed, Oct 26, 2022 at 7:35 PM Aileen Ruffin <aruffin@thekey.com> wrote:
>>
>>> Hi Tim,
>>>
>>> It was great connecting with you today. Confirming that our discussion
>>> is in regards to conversations I've had with Winnipeg client Vaughn's
>>> daughter.
>>>
>>> I marked this detractor as unsuccessful as we previously completed 4
>>> calls with no success in reaching. Daughter call me last week to discuss
>>> concerns.
>>>
>>> After two conversations with her -- she is one that listed many concerns
>>> - a little bit of a rant so this week I asked her to clearly share
>>> specifics of concerns so that we can take this as action items.
>>>
>>> Her main concerns are:
>>>
>>> 1) she does not get responses from local office members
>>>
>>> 2) she has repeated billing concerns where checks are sent but not
>>> applied or do not reflect on account/invoices
>>>
>>> 3) hours have gone unstaffed -- she specifically mentions unstaffed
>>> shifts for over four months
>>>
>>> ---
>>> She is aware that I plan to bring this to leadership attention (call
>>> with you today). She does appear as one that may be very difficult to meet
>>> expectations. She did share some examples where caregivers should not wear
>>> perfume, yet we sent someone who was bathed in perfume.
>>>
>>> You mentioned this may be a case your team is familiar with -- high
>>> caregiver churn and a hoarding situation.
>>>
>>> ---
>>>
>>> I will be giving her a call by the end of week to let her know that we
>>> met and that you are then meeting with your team. I would like to involve
>>> you and identified team member in completing a care meeting with her.
>>>
>>> Thank you
>>>
>>
>>> On Wed, Sep 14, 2022 at 3:22 PM Medallia <noreply@app.medallia.com>
>>> wrote:
>>>
>>>> Client Name: Barb Vaughan
>>>>
>>>>
>>>> CC ID: 1000000000012039
>>>>
>>>> Primary Contact: Devora "Dev" Chepil
>>>>
>>>> PC Contact Info: devvaughan@hotmail.com / +2048062471
>>>>
>>>> Survey Delivery: Email
>>>>
>>>>
>>>> Division: Canada
>>>>
>>>> Business Unit: Winnipeg
>>>>
>>>> Tenure: More Than 52 Weeks
>>>>
>>>> Actual Customer Segment: Elephant
>>>>
>>>> Stated Customer Segment:
>>>>
>>>>
>>>>
>>>> Survey: Relationship 2
>>>>
>>>> Main Score: 0
>>>>
>>>> Comments: They are unable to fill most shifts and erase shifts from
>>>> schedule instead of leaving the unfilled. We have constant billing issues.
>>>> Example In the first week of August we paid for 2 invoices the cheques were
>>>> cashed but the invoices were left as overdue for more than a month. When I
>>>> noticed the invoices were marked as overdue I reached out but got no
>>>> response. My husband also reached out and Sent a copy of the original email
>>>> to all office staff. The response time was still unreasonable. We have not
>>>> had updates on staffing issues.
>>>>
>>>>
>>>> Please click here to see the full survey response and learn more about
>>>> the client: https://hca.medallia.com/hca/respInvForm.do?surveyid=137655
>>>>
>>>
>>
>> --
>> Tim Thomas
>> Head of Canada Division
>> *Please note my email has changed:*
>> tt@TheKey.com <Tim.Thomas@TheKey.com>
>> (514) 591-9387
>> TheKey.com <https://www.thekey.com/>
>> [image: TheKey] <https://www.thekey.com/>
>>
> --
*Cheryl Cartwright*
*Regional, Client Success, Canada *
Home Care Assistance
Office: 416-488-8777 <4164888777>
Toronto, ON (EST)
torontohomecareassistance.ca <https://www.torontohomecareassistance.ca/>
---
Read Our Testimonials <https://homecareassistance.com/reviews>
Join Our Newsletter
<https://homecareassistance.com/healthy-longevity-newsletter>
We Are Hiring! <https://homecareassistance.com/careers>
<https://homecareassistance.com/>
Champions of Longevity
ccartwright@homecareassistance.com