Sounds great Keri. Thank you.
On Fri, Dec 9, 2022 at 3:22 PM Keri Thrush <kthrush@thekey.com> wrote:
> Perfect! Would you like me to do that intro via email in a response to
> Joan?
>
> On Fri, Dec 9, 2022 at 10:25 AM Cheryl Cartwright <ccartwright@thekey.com>
> wrote:
>
>> Hi Keri,
>>
>> I’m very happy to take over. I’m sorry that after everything she is still
>> eating a 5/10. We obviously have more work to do here. I’m on it.
>>
>> Cheryl
>>
>> On Fri, Dec 9, 2022 at 1:47 PM Keri Thrush <kthrush@thekey.com> wrote:
>>
>>> Hi, all!
>>>
>>> We received a follow up survey from Joan today, the details are below.
>>> In my follow up efforts post my initial call with Joan, we have been
>>> recently communicating via email to schedule some time to speak. She has
>>> communicated that mornings are best for her. Cheryl, would you prefer me to
>>> handoff to you, or, would you like me to proceed and transfer over summary
>>> of call?
>>>
>>> Client Name: Joan Devlin
>>>
>>> CC ID: 1000000000042651
>>>
>>> Primary Contact: Client Self
>>>
>>> PC Contact Info: joan.devlin@me.com / +5197973523
>>>
>>> Survey Delivery: Email
>>>
>>>
>>> Division: Canada
>>>
>>> Business Unit: Toronto
>>>
>>> Tenure: 4 Weeks - Less Than 8 Weeks
>>>
>>> Actual Customer Segment: Turtle
>>>
>>> Stated Customer Segment: Elephant
>>>
>>> Survey: Relationship 1
>>>
>>> Main Score: 5
>>>
>>> Comments: Needs direction frequently ,but has improved cooking skills.
>>> On her iphone often unless directed otherwise. She has a pleasant
>>> disposition and is willing to learn. She is just waiting to obtain a
>>> position in nursing---preferably in administration. Aakriti shows
>>> compassion for caring. Sandra is a very jolly and caring person. She is an
>>> excellent worker who likes to keep busy. Unfortunately, she left my service
>>> without a word. Marissa is a caring PSW. She claimed she couldn't cook but
>>> did her best. Her time with me was short so I don't feel I can provide much
>>> feedback. Some of the workers who have attended me recently appear to be
>>> lacking in training of duties. Some appear to be interested in conversation
>>> or are focused on their cell phones. Their work is sloppy or left
>>> unfinished.
>>>
>>>
>>> Please click here to see the full survey response and learn more about
>>> the client: https://hca.medallia.com/hca/respInvForm.do?surveyid=168285
>>>
>>> On Fri, Oct 28, 2022 at 12:17 PM Timothy Thomas <tt@thekey.com> wrote:
>>>
>>>> Great work team.
>>>>
>>>> Thanks Keri!
>>>>
>>>> On Fri, Oct 28, 2022 at 2:52 PM Keri Thrush <kthrush@thekey.com> wrote:
>>>>
>>>>> Hi, Cheryl!
>>>>>
>>>>> I was able to speak with Joan this morning. The details of our
>>>>> conversation are below.
>>>>>
>>>>>
>>>>> - She mentioned that her survey was taken at the time of her
>>>>> return from vacation and feels that today, things are better. GREAT WORK,
>>>>> TEAM!!
>>>>> - Caregivers
>>>>> - Sharon - she is very happy with. She is a very hard worker
>>>>> and goes above and beyond, extremely proactive
>>>>> - Areka (sp?) - she is very happy with her as well for the same
>>>>> reasons. She did bring up that with her leaving for nursing school to
>>>>> pursue her career, she would love to have someone similar to replace
>>>>> - Shift Hours
>>>>> - She mentioned she worries with replacements because in the
>>>>> past she has lost some caregivers due to not wanting to be leaving their
>>>>> shift at night. She understands and also concerned about their safety and
>>>>> ensuring this is communicated beforehand with new caregivers so they feel
>>>>> comfortable
>>>>> - Expectations
>>>>> - she mentioned ensuring that with new caregivers care plan is
>>>>> reviewed so they are aware of expectations
>>>>> - House Work
>>>>> - She mentioned that some are ok with house work and some are
>>>>> not. she asked what the protocol is and I did give her a generalization of
>>>>> the caregivers can but limited and not wanting this to be the main focus of
>>>>> what they do.
>>>>> - will let you and the team decide if there is any
>>>>> communication, etc. that may need to be done :)
>>>>>
>>>>> I committed to following up with Joan in a month and will reach out
>>>>> prior to. Please let me know if you have any questions and/or feedback.
>>>>>
>>>>> Thank you,
>>>>>
>>>>> On Mon, Oct 24, 2022 at 1:07 PM Keri Thrush <kthrush@thekey.com>
>>>>> wrote:
>>>>>
>>>>>> Hello! Including Cheryl's response here from earlier this morning.
>>>>>> Thank you!
>>>>>>
>>>>>> Good Morning All,
>>>>>>
>>>>>> I wanted to address the medalia report from Devlin this morning. This
>>>>>> was an old Mavencare client who left their services for quite some time and
>>>>>> then came back to us this Summer. I cannot speak to their experience before
>>>>>> HCA took over but since their return a few months ago they have had a very
>>>>>> positive experience and have said as much. They have been happy with our
>>>>>> care team and our office staff.
>>>>>>
>>>>>> I am not sure why it appeared as an HCL referral but this is a client
>>>>>> we had long before Toronto ever had an HCL. Every client we are fortunate
>>>>>> enough to care for is valuable and important but we understand how hard our
>>>>>> HCL's work for referral partners and this is the only reason I bring this
>>>>>> up.
>>>>>>
>>>>>> Please let me know if you have any questions,
>>>>>>
>>>>>> Cheryl
>>>>>>
>>>>>> On Mon, Oct 24, 2022 at 12:58 PM Keri Thrush <kthrush@thekey.com>
>>>>>> wrote:
>>>>>>
>>>>>>> Hi, Cheryl!
>>>>>>>
>>>>>>> Forwarding the detractor below to initiate the pre-planning process
>>>>>>> and include any stakeholders in email thread.
>>>>>>>
>>>>>>> Thank you,
>>>>>>>
>>>>>>> On Sun, Oct 23, 2022 at 9:23 AM Medallia <noreply@app.medallia.com>
>>>>>>> wrote:
>>>>>>>
>>>>>>>> Client Name: Joan Devlin
>>>>>>>>
>>>>>>>> CC ID: 1000000000042651
>>>>>>>>
>>>>>>>> Primary Contact: Client Self
>>>>>>>>
>>>>>>>> PC Contact Info: joan.devlin@me.com / +5197973523
>>>>>>>>
>>>>>>>> Survey Delivery: Email
>>>>>>>>
>>>>>>>>
>>>>>>>> Division: Canada Business Unit: Toronto Tenure: Less Than 4 Weeks
>>>>>>>> Actual Customer Segment: Elephant Stated Customer Segment: Elephant Survey:
>>>>>>>> SOC Survey 2 Main Score: 5 Comments: Since I do not require a lot of
>>>>>>>> physical assistance at the present time, I would prefer a 3-hour shift
>>>>>>>> rather than your mandatory 4-hour shift. I understand that it needs to be
>>>>>>>> "worth their while" to take me on however I wish there could be a way to
>>>>>>>> group clients, so the caregiver gets the hours needed while others like me
>>>>>>>> get the adequate care without having to spend more money than necessary,
>>>>>>>> Over the past several years, some caregivers are very good and
>>>>>>>> accommodating, others don't expect to complete chores---it almost seems
>>>>>>>> that the work is beneath them, but I must admit I could do a better job at
>>>>>>>> directing them with the tasks required. In my care plan I require someone
>>>>>>>> who can (or likes) to cook. Several workers claim they cannot cook or they
>>>>>>>> only know how to cook their native dishes. Since I have just returned to
>>>>>>>> the city after the summer, I have only had 2 different PSW"s. They have
>>>>>>>> both been very satisfactory. Please click here to see the full survey
>>>>>>>> response and learn more about the client:
>>>>>>>> https://hca.medallia.com/hca/respInvForm.do?surveyid=154529
>>>>>>>>
>>>>>>>
>>>>
>>>> --
>>>> 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>
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>>
> --
> 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/>
>
--
*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