Hello, all.
As a reminder, Service Quality has officially launched their support for
Service Level Interventions (SLI) on 1/16. As a part of our support, we
will be providing a weekly (Monday - Sunday billing period) SLI snapshot
for all red at-risk accounts. For this first snapshot below, we decided to
go back one week from our launch date (1/9-1/22). As your new partners,
Service Quality is kindly requesting a meeting in order to discuss each
account and determine next steps. Please lookout for calendar invites
shortly.
SLI Created Date Office Region of the Client Office Location of the
Client Service
Level Intervention: Created By Service Level Intervention: Service Level
Intervention Name Referral Account: Account Name Start of Care Date Status
of the Client Relationship Status of the Referral Acct Relationship Client
Name Stated Animal Kingdom from Opportunity What intervention has been done
or plan Describe details of Service Incident Client Response to Service
Failure
1/9/2023 New Jersey and Pennsylvania Southern NJ Kaitlin Feola William
Burnett- Unable to staff Friends Life Care Red: the Client has been lost
Pending William Burnett Asked to set up call with Friends Life Cares case
managers to share service area and what TheKey can provide for their
clients in NJ. FCL referred this case to us, after hospitalization we did
not have a live-in caregiver available by tentative discharge date.
Hospital was willing to hold on to client until live-in was available.
Bayada was providing hospice services and staffed a careg Other
1/10/2023 Texas San Antonio Shelly Arsate Arsate Patricia Corletta-Staffing
issues Encompass Health Rehabiliation Hospital of San Antonio 1/10/2023 Red:
the Client has been lost Resolved and saved Patricia Corletta Cheetah CSM
involved and helped staffing resolve issue Caregiver was instructed by
staffing to report to residence instead of the hospital when in fact the
client asked for transportation from the hospital . Notified the case
manager that the caregiver was going to be late. CG was at least one hour
late. I Other
1/10/2023 Pacific Northwest Lake Oswego Stephanie Johnsen Unable to Staff-
Laurel Parc at Bethany Laurel Parc at Bethany Village Red: the Client has
been lost Resolved but lost Toshio Inahara Increased focused recruiting
efforts Unable to staff this referral account lead. There were no
caregivers available to meet the client needs.
1/11/2023 NC and SVA Seniorcorp VAB Lisa Knorr Willow Creek ILF Willow
Creek Gracious Retirement Living Red: the Client has been lost Pending Peggy
Cullipher Client called with URGENT needs on Friday - I gathered the
information - passed is along to Judie Care Solutions Manager, Scheduling
Team and VB Office - they weren't able to find a care giver until 10am on
Monday -- client started with a competitor Ended service
1/11/2023 Texas Anderson Mill John Potocki Mary Carol Walker Central Texas
Rehabilitation Hospital 12/9/2022 Red: the Client has been lost Resolved
and saved Marycarol Walker Elephant Sara Marrow and I plan to meet with the
ED, and address any concerns. Clients son reported the ED of the community
she lived in reported our overnight staff not staying in the room with his
mom, but rather hanging out in the dining room. She is a high fall risk.
The son said we've had some high quality caregivers, but some Ended service
1/12/2023 New Jersey and Pennsylvania VNA Gerald Saluti James Truncer -
Service Failure VNA Health Group- Monmouth 1/10/2023 Red: the Client has
been lost No Impact James Truncer Bee Even though the CG was asked to
leave, initially the client indicated that they understood the difficulty
in finding the right match with a CG. The client's family emailed the
office 12:35am on 1/11/23 that they didn't want to try with a different CG
and The client originally asked for a female CG and the case was hourly.
Before the SOC client asked for a live in instead. We were able to staff
with a male live in (client was informed before hand and agreed). 6 hrs
into the first shift the client claimed t Ended service
1/12/2023 Texas Fortworth Fred Montoya Frances Goelz Sunrise Home Health -
NFW Red: the Client has been lost Resolved and saved Frances Goelz Had
scheduled an assessment 7 days in advance the day of the assessment Shannon
said they were not in our service area. When I checked the zip it showed
half my territory half HCA protected. Shannon was told not do do the
assessment by Matt and Coddye. I Ended service
1/13/2023 New Jersey and Pennsylvania Southern NJ Gerald Saluti Lawrence
Richmond - unable to staff Monmouth Medical Center Red: the Client has been
lost Resolved and saved
Lawrence Richmond
I was able to refer the client to another home care agency that I have a
referral relationship with. The client thanked me for all the hard work
from TheKey employees Unfortunately we were unable to staff this case. The
client was patient (we tried for multiple weeks) and satisfied with our
efforts. We need more CG's in the Shrewsbury area. Ended service
NC and SVA Seniorcorp VAB Andrew Mace Lost 24/7 unable to staff Westminster
Canterbury at Home Red: the Client has been lost Pending Reid Irvin Unable
to staff 24/7 referral - lost to competitor
NC and SVA Seniorcorp VAB Lisa Knorr Chesapeake Regional Hospital Chesapeake
Regional Hospital 7/1/2021 Red: the Client has been lost Pending Barbara
Anne Foster Turtle Dave and Leadership Team declined patient due to
opportunity - location - staffing avail in the area, other client starts
and shift frequency were all factors
1/16/2023 New York Suffolk Danielle Barbieri Eugenia Raio Burner Law group Red:
the Client has been lost Resolved and saved
Eugenia (Jeanne) Raio
Clients dughter felt we were priced to high and did not hire us for care.
Other
1/16/2023 New York Suffolk Danielle Barbieri Jim Scully Aging Flower, LLC Red:
the Client has been lost Resolved and saved Jim Scully Family did not want
to pay our prices, said tey got cheeper prices from other agencies and
private CG. Other
1/16/2023 New York Suffolk Danielle Barbieri Patricia Rotella Gurwin Jewish
Nursing And Rehabilita Red: the Client has been lost No Impact Patricia
Rotella Family found a private CG did not want to pay our prices.
1/16/2023 New York Suffolk Danielle Barbieri Howard Doppel Acadia Center
for Nursing & Rehabilitation Red: the Client has been lost Resolved and
saved Howard Doppel We will call back to see how client is doing and if any
changes have been made. Client needed 2X12, we did not have the caregivers
and the family felt our pricing was too high. Other
1/16/2023 New York Suffolk Danielle Barbieri Joseph Scioscia Westhampton
Care Center Red: the Client has been lost Resolved and saved Joseph
Scioscia 2X12
care, they felt we were too expensive. Went with another agency.
1/16/2023 New Jersey and Pennsylvania Southern NJ Gerald Saluti Marilyn
Baldi - Unable to staff VNA Health Group- Monmouth Red: the Client has been
lost No Impact Marilyn Baldi The client has been referred to another Home
care agency Client wanted M-F & Sunday 10am-2pm, in Tinton Falls. We made
numerous attempts to staff this case but were ultimately unsuccefull Ended
service
1/16/2023 New Jersey and Pennsylvania Central NJ Rachael McKinney Holiday
no new cases Sunrise of Basking Ridge Red: the Client has been lost Resolved
and saved Michael Colonna Potential client called and spoke to care
solutions on 12/30, we were told by operations we couldn't take any new
clients during holidays so had to tell client we couldn't start asap,
possibly next week. She got other coverage but keep us as back up. Foun
1/16/2023 New York Suffolk Danielle Barbieri Anna DiBella Carillon Nursing
and rehab Red: the Client has been lost Resolved and saved Anna Di
Bella Clients
family found another agency who was cheeper. Other
1/16/2023 New York Suffolk Danielle Barbieri Virginia Messing Momentum at
South Bay for Rehabilitation and Nursing Red: the Client has been lost Resolved
and saved Virginia Messing Client found a cheeper agency. Other
1/16/2023 New York Suffolk Danielle Barbieri John Regan The Village Walk of
Patchogue Red: the Client has been lost Resolved but lost John Regan Client
felt our price was too expensive, they hired privately.
1/16/2023 New York Suffolk Danielle Barbieri Vivian Lemorocco The Hamlet
Rehabilitation and Healthcare Center at Nesconset Red: the Client has been
lost Resolved and saved Vivian Lemorocco We will call back to check on the
client see if there has been any changes. Clients family was given cheeper
quotes from other agencies ($30/$32). Family called us stating that they
were having family care for client and were not going to hire us.
1/16/2023 New York Suffolk Danielle Barbieri Ruth Debeer Community Care -
Danielle Red: the Client has been lost No Impact Ruth DeBeer found another
care giver to care for client.
1/17/2023 Greater LA NorLA Raquel Hernandez James Larry McAllister *intake
delay/lost to competitor RubyCare Senior Living Advisors - Plano
11/17/2021 Red:
the Client has been lost Resolved and saved Test Lead Megan spoke to
referral account and confirmed they will continue to use our agency and
will call Megan first in the future to ensure timely follow up We took too
long to reply to the client to make initial contact and schedule assessment
so they went with another agency Other
1/17/2023 Southern States Grand Strand Kelli Jayroe Jim Casterline service
failure Portside at Grande Dunes 1/3/2023 Red: the Client has been
lost Resolved
and saved Jim Casterline Bee spoke to the daughter, she was completely fine
and said it happens. Spoke to the referral account, Cat said he probably
washed it himself and blamed the CG. CG was not a good fit. According to
the client, CG washed his wallet and did not tell him.
1/18/2023 New York Suffolk Danielle Barbieri Stanley Reyen Luxor Nursing &
Rehabilitation at Mills Pond Red: the Client has been lost Resolved and
saved Stanley Reyan Client looking for 4-5 hours 5 days a week in Rocky
Point. Office unable to staff. Other
1/20/2023 New Jersey and Pennsylvania Southern NJ Gerald Saluti Patricia
Kildosher - Unable to staff VNA Health Group- Monmouth Red: the Client has
been lost Resolved and saved Patricia Kildosher I referred the client to
another home care agency that refers cases to me SOC was for 1/20
originally, we couldn't staff, client agreed to wait until 1/23 M-W-F
10am-2pm and we were still unable to staff Other
1/20/2023 Pacific Northwest Puget Sound Rafael Laserna John Collins- No
answer at office. Lost lead. MD Anderson Texas Medical Center 4/3/2017 Red:
the Client has been lost No Impact John Collins Rafael will reach out to
client to salvage and will research who the case manager is and will
provide update. No answer from office. Client needed services as soon as
possible and client went with another company for transportation from the
hospital. Other
Thank you,
Keri Thrush
Director of Service Quality
* Please note my email has changed: *
kthrush@thekey.com <https://brand.thekey.com/esg/kthrush@thekey.com>
(650) 338-4375 Ext. 124375
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>