=?utf-8?B?UmU6IEZhbGwgSW5jaWRlbnQg4oCTIE1ycy4gTmF3YWNraQ==?=

Hi Dom,
Thank you for sharing the number for Place Kensington — we’ll make sure to add it as a contact in the escalation process for Mrs. Nawacki.
And yes, we've adjusted the fall escalation threshold to 3 minutes for all Lifeguard clients moving forward, to ensure consistency and quicker intervention.
From now on, the Lifeguard Alert Center will continue calling everyone on the emergency contact list until verbal confirmation is received that the client is safe or that someone will check on them. This approach will help ensure accuracy and provide peace of mind for both families and care teams.
Thank you again for your collaboration as we continue to refine these processes.
Best regards,



Maryham Levesque

Director of Clinical and Customer Services

Toll-free: (888) 667-1224

Direct line: 438-799-4409

mlevesque@joinlifeguard.com

Schedule a meeting




[A blue and white logo  Description automatically generated]<https://joinlifeguard.com/>



________________________________
From: Dominique Jacobs <djacobs@thekey.com>
Sent: September 4, 2025 3:12 PM
To: Maryham Levesque <mlevesque@joinlifeguard.com>
Cc: Timothy Thomas <tt@thekey.com>; Meighen Fitzpatrick <meighen.fitzpatrick@thekey.com>; Nathanial Findlay <nfindlay@joinlifeguard.com>; Joey Taylor <joey.taylor@thekey.com>
Subject: Re: Fall Incident – Mrs. Nawacki


Hi Maryham,

No problem at all!

The number for Place Kensington is 514-935-1212. Whoever calls can just ask for the nursing station, or let the secretary know they’re calling to report a possible fall for Room 500, Mrs. Nawacki.

Also, I realized I wasn’t super clear in my last message about the “recovered” status. Would it be possible to apply the same approach to other Lifeguard clients, that they shouldn’t be marked as recovered unless there’s been verbal confirmation from either the nursing station (if they’re in a residence) or their main contact?

Let me know.

Thanks so much!

Dom


[TheKey]

Dominique Jacobs

Gestionnaire des soins/Infirmière auxiliaire

Client Care Manager/Licensed Practical Nurse

Tel: 514.907.5065 |  Fax: 514.221.4265

djacobs@TheKey.com<mailto:djacobs@TheKey.com> | TheKey.ca<https://thekey.ca/>


On Thu, Sep 4, 2025 at 2:32 PM Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>> wrote:
Hi Dom,
Thank you for your thoughtful feedback and for sharing the details of your conversation with Mark. We are still actively investigating this incident with the radar company to ensure we fully understand what occurred.
In the meantime, we will be moving the fall escalation threshold to 3 minutes, effective immediately. We are committed to providing the best service possible and will continue to learn from every incident to strengthen our process.
Additionally, could you please provide us with the direct phone number for the nursing station? We would like to add it as a contact in the escalation process so that both the nursing station and Mark are called right away in the event of a fall.
Thank you again for your collaboration and support as we refine these protocols.
Best regards,


Maryham Levesque

Director of Clinical and Customer Services

Toll-free: (888) 667-1224

Direct line: 438-799-4409

mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>

Schedule a meeting




[A blue and white logo    Description automatically generated]<https://joinlifeguard.com/>



________________________________
From: Dominique Jacobs <djacobs@thekey.com<mailto:djacobs@thekey.com>>
Sent: September 4, 2025 1:25 PM
To: Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>>
Cc: Meighen Fitzpatrick <meighen.fitzpatrick@thekey.com<mailto:meighen.fitzpatrick@thekey.com>>; Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>>; Nathanial Findlay <nfindlay@joinlifeguard.com<mailto:nfindlay@joinlifeguard.com>>; Joey Taylor <joey.taylor@thekey.com<mailto:joey.taylor@thekey.com>>
Subject: Re: Fall Incident – Mrs. Nawacki


Hi everyone,

First off, thank you all so much for being so on top of this! I really appreciate the quick follow-ups.

I spoke with Mark earlier today, and for now, he’s comfortable continuing with the program. I let him know about the 15 minute notification delay that Maryham mentioned and explained that this setting is adjustable, which he was glad to hear.

I also shared with him that Mrs. Nawacki was actually on the floor for 3 minutes and 12 seconds. He found it really helpful to have that specific detail, as it gives more insight into her cognitive state, especially in terms of what she remembers, what she doesn’t, and how she’s perceiving time during these incidents.

We talked about adjusting the notification window to under 5 minutes, ideally closer to 3 minutes, if possible?

Also, just to keep things clear going forward, could we make sure that someone is only marked as "recovered" once that’s been confirmed, either with the nursing station or with Mark directly?

Lastly, in the event of a fall, we’d like to ask that both the nursing station and Mark be called right away, since our caregivers aren’t on-site 24/7.

Thanks again everyone!

Dom


[TheKey]

Dominique Jacobs

Gestionnaire des soins/Infirmière auxiliaire

Client Care Manager/Licensed Practical Nurse

Tel: 514.907.5065 |  Fax: 514.221.4265

djacobs@TheKey.com<mailto:djacobs@TheKey.com> | TheKey.ca<https://thekey.ca/>


On Wed, Sep 3, 2025 at 1:55 PM Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>> wrote:
Thanks, keep us posted.

On Wed, Sep 3, 2025 at 1:54 PM Meighen Fitzpatrick <meighen.fitzpatrick@thekey.com<mailto:meighen.fitzpatrick@thekey.com>> wrote:
Hi Tim,

Just an update - we are working with Pontosense to get more information on the fall.

Thanks
Meighen

On Sep 3, 2025, at 9:05 AM, Steven Ferguson <sferguson@joinlifeguard.com<mailto:sferguson@joinlifeguard.com>> wrote:


FYI



From: Timothy Thomas <tt@thekey.com<mailto:tt@thekey.com>>
Date: Tuesday, September 2, 2025 at 14:43
To: Dominique Jacobs <djacobs@thekey.com<mailto:djacobs@thekey.com>>, Steven Ferguson <sferguson@joinlifeguard.com<mailto:sferguson@joinlifeguard.com>>, Nathanial Findlay <nfindlay@joinlifeguard.com<mailto:nfindlay@joinlifeguard.com>>
Cc: Joey Taylor <joey.taylor@thekey.com<mailto:joey.taylor@thekey.com>>
Subject: Re: Fall Incident – Mrs. Nawacki

+Steven Ferguson<mailto:sferguson@joinlifeguard.com> +Nathanial Findlay<mailto:nfindlay@joinlifeguard.com>



Steve, could you look into this and please get back to me as soon as possible.



Thanks

Tim



On Tue, Sep 2, 2025 at 1:54 PM Dominique Jacobs <djacobs@thekey.com<mailto:djacobs@thekey.com>> wrote:

Hi Timothy,

I was advised to bring this current issue to your attention.

Unfortunately, our client, Mrs. Nawacki, experienced a fall this morning. When our caregiver Emily arrived, thankfully early, she found Mrs. Nawacki on the floor in her bedroom. She immediately called the nurse at Place Kensington, who was fortunately able to assist her, and Mrs. Nawacki was okay.

However, Mark did not receive a call from Lifeguard, and this is understandably a major concern. I’ve included below the email that Maryham sent me regarding this, but from what I understand, Mrs. Nawacki was left on the floor for approximately three minutes, and then the incident was marked as “recovered” without any contact made with Mark or with our team.

While speaking with Mark, I apologized sincerely and informed him that I would be escalating this to you. He expressed that he is not satisfied with the Lifeguard service, especially considering the cost. He also mentioned that the reports are not as detailed as expected, stating: “These are things I already know.”

I had strongly recommended this service to him, primarily for fall detection, which unfortunately failed in this instance. Given the circumstances, I’m respectfully requesting that we do not charge Mark Nawacki for the service.

In the meantime, I will do my best to encourage him to add additional care hours to ensure closer monitoring, especially in the mornings when his mother wakes up.

Thank you so much for your attention to this matter,

Dominique


[TheKey]

Dominique Jacobs

Gestionnaire des soins/Infirmière auxiliaire
Client Care Manager/Licensed Practical Nurse
Tel: 514.907.5065 |  Fax: 514.221.4265
djacobs@TheKey.com<mailto:djacobs@TheKey.com> | TheKey.ca<https://thekey.ca/>



---------- Forwarded message ---------
From: Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>>
Date: Tue, Sep 2, 2025 at 1:12 PM
Subject: Re: Fall Incident – Mrs. Nawacki
To: Dominique Jacobs <djacobs@thekey.com<mailto:djacobs@thekey.com>>
Cc: Joey Taylor <joey.taylor@thekey.com<mailto:joey.taylor@thekey.com>>



Hi Dominique,

I’m very sorry to hear about Mrs. Nawacki’s fall this morning. According to the system, we registered a fall detection in her bedroom at 8:43 a.m. The event was marked as recovered within 3 minutes and 12 seconds, so no escalation was triggered at that time.

To better understand the situation, do you know exactly where Czeslawa was found this morning? This information will help us review and confirm the detection accuracy.

Please let me know, and I’ll continue monitoring closely.

Best regards,





Maryham Levesque

Director of Clinical and Customer Services

Toll-free: (888) 667-1224
Direct line: 438-799-4409
mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>
Schedule a meeting




[image.png]<https://joinlifeguard.com/>







________________________________

From: Dominique Jacobs <djacobs@thekey.com<mailto:djacobs@thekey.com>>
Sent: September 2, 2025 1:01 PM
To: Maryham Levesque <mlevesque@joinlifeguard.com<mailto:mlevesque@joinlifeguard.com>>
Cc: Joey Taylor <joey.taylor@thekey.com<mailto:joey.taylor@thekey.com>>
Subject: Fall Incident – Mrs. Nawacki



Hi Maryham,

We received information that Mrs. Nawacki had a fall this morning. When our caregiver arrived at 9:00 a.m., she found her on the floor.

Did you receive any notification about this? Mark mentioned that he was not contacted by Lifeguard.

Thanks so much,
Dominique


[TheKey]

Dominique Jacobs

Gestionnaire des soins/Infirmière auxiliaire
Client Care Manager/Licensed Practical Nurse
Tel: 514.907.5065 |  Fax: 514.221.4265
djacobs@TheKey.com<mailto:djacobs@TheKey.com> | TheKey.ca<https://thekey.ca/>