--00000000000030ece606446e7713 Content-Type: multipart/alternative; boundary="00000000000030ece406446e7712" --00000000000030ece406446e7712 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hello Leadership Team, Below you will find your weekly highlights for the last *2 weeks* of 11/10-11/23. This is a high-level overview of Client Experience Alerts, Medallia, and TheKey Match. Ultimately once the Quality Dashboard is live, we will be looking to add these details into Version 2 will include data into which we can drill down per site. Medallia Overview: Invitations Sent (all surveys): 1697 Responses (all surveys): 228 Total Response rate: 17.3% Opt Outs: 0.2% Detractors Received: Open (Needs Action): 14 In Progress: 6 Resolved: 2 Northeast: 1 Canada: 2 Pacific Northwest: 3 Midwest: 4 Southeast: 2 Bay Area: 1 Texas Arizona: 0 Southeast: 2 Northeast: 2 Bay Area: 1 Texas Arizona: 1 Southeast: 1 Canada: 1 Weekly Detractor themes: - Responsiveness and ability of call center to resolve issues is mentioned - Audra and Tiffany have been looped into these for further review. - Communication timeliness - Caregiver preparedness for shift and consistency Weekly NPS scores: [image: image.png] Weekly CG Pulse Results: [image: image.png] Invitations Sent: 597 Surveys Delivered: 442 Responses: 84 Total Response rate: 19% Detractors (<3): - Atlanta 1: - Nashville: 1 - Connecticut: 1 Weekly CSM Pulse Survey Results: [image: image.png] Invitations sent: 19 Surveys completed: 3 Response rate: 15.7% Detractors (<3): N/A Weekly CEA Overview: Total submitted this week: 23 Bay Area: 18 Pacific NW: 3 Southeast: 1 Northeast: 1 Breakdown of Reasons Submitted: Total CEAs Still Open + Requiring Action (since launch on 9/29): 39 Care Quality/Service Concern: 5 Communication/Responsiveness Issue: 1 Schedule/Staffing Issue: 13 Caregiver Match Issue: 1 Cost/Value Concern: 1 Client Satisfaction Experience: 1 Bay Area - 22 Northeast - 4 Southeast - 3 Texas & Arizona - 2 Concierge - 1 Greater LA - 1 Midwest - 1 Pacific Northwest - 4 Greater SD - 1 Clients Not Started: 2 -Peninsula: Cg call offs impacted SOC 2x (slated to begin care 11/25) Clients Lost: 5 -Seattle: Unable to staff/out of service area -Peninsula: Cg issue (fell asleep 2x during first 3 days of care) -N. Broward: Client transitioned to 24/7 Nursing Care -Napa: HR Investigation, missing family ring -Los Gatos: Unable to staff/missed shift C-P-E Profile Updates: - Significant progress over last week, keep up the good work. We are currently sitting at 86% completion for missing profiles since Go Live. Friendly Reminders - Severity levels are ranked from 1 (most severe) to 4 (least severe). - A profile is required for all new clients and must be updated during reassessments or whenever there is a change in condition. - There should only be one C-P-E designation per client, if an update is made please remove the prior one so that the new designation is the only one present. - If you need