Thank you Beth for your leadership and a detailed report.
@Timothy Thomas <tt@thekey.com> 75% of the Waterloo business is dependent
on referral marketing. We need to create a Standard Operating Procedure for
any new referral partners brought in and how to meet/exceed the expectation
of this partner based on multiple parameters.
In my weekly meeting, Ashley brought up the increased volume of SLI coming
out of this market and we need to take action immediately. Let me know
where I can help.
Best regards,
Matt
Matt Vijayan, B.Sc., MBA, CCPE
Director of Sales, Canada
*Please note my email has changed:*
mvijayan@TheKey.com <Madhu.Vijayan@TheKey.com>
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://www.thekey.com/>
On Fri, Dec 16, 2022 at 9:21 AM Elizabeth Sparrow <beth.sparrow@thekey.com>
wrote:
> Hi Tim and Matt,
>
> Matt, to loop you in, I reached out to Tim to have a discussion on the
> increasing number of service failures. I felt that the conversation was
> very helpful, thank you Tim for taking the time.
>
> I don't feel that there is any common thread between service failures, nor
> does it reflect on any one person; we all know failures are expected.
>
> My concern was the recent increase, the reputational risk and the future
> impact. Thank you Tim for the discussion on the opportunity to tighten up
> our processes in quality improvement. I also want to ensure that I
> understand and sell realistic expectations of what we can deliver so that
> the client and operations are set up for success.
>
> I found Tim's perspective very helpful, that the landscape has changed.
> Customer's expectations are higher, rates are higher and the quality of the
> workforce has changed. Also, I am open to any changes I need to make in my
> communication to manage expectations and support operations. This was
> helpful as I plan Q1 goals.
>
> I am going to list a summary below.
>
> *University Gate LTC:* Oct 6 Client (Mausser) refused CG, Client was
> aggressive.
> (The client's complex needs were outside a scope we could manage.)
>
> *University Gates LTC:* Nov 28 Pending, the Client-Zimmerman is still in
> the hospital. Our CG did not meet the expectations of engagement. (5 CG
> have seen this client.) Was also reported later that CG was in the car
> sleeping, other times CG not with the Client. Ended with CG losing the
> Client at the public library next to SLC, on the same day the Client
> escalated and the police took the client away.
> (The client's complex needs were outside a scope we could manage. Plus,
> there was questionable CG performance.)
>
> *Cheques/Admin:* Sam contacted a number of Referral accounts for late
> payments. A few referrals indicated that payment was sent. Some Cheques
> were at the office, possibly received before the reminders were sent.
>
> *Albert Pioneer Youth Services:* Dec 5 Requested that CG doesn't return.
> CG was inappropriate in asking for other staff's private phone numbers.
>
> *Pinehaven:* Dec 9 Lost SOC.
> Can learn #1 we were priced higher than other referrals given by SLC, #2
> intake process #3 client didn't understand the agreement
>
> *North Lodge Community Living Cambridge:* Dec 12 CG requested not to
> return
>
> *Pinehaven Dec 13 (?)*: Lost shift request
> Pinehaven called at the start of the shift time,(7am) no CG available to
> go
>
> North Lodge Community Living Cambridge: Dec 13 CG no call, no show
>
> The Court at Laurelwood: 2 CG housekeeping shifts didn't go well for a 1
> month contract, and CG did not meet basic expectations of the home.
> Resolved, 3rd CG meeting the expectations.
>
> *University Gates LTC:* New SOC 1:1 client, only staffed for 1 shift, not
> ongoing. I missed a message from Taylor in the Slack thread to clarify the
> length of service. Learning: when I updated Allison on Monday about the SOC
> I didn't catch then, there was no CG still going. Opportunity for better
> communication and follow-up even when SLC is in Outbreak.
>
> Lost new SOC staffing for Mercer Home Community Living Cambridge:
> Unknown details. After hours received a call for shifts at a new CLC site,
> the home was not in Clearcare so it was not staffed. Taylor will enter all
> the sites next week. Allison requested the unknown address for other
> unservices sites from CLC.
> --
> Beth Sparrow
> Home Care Liaison / Business Development
> *Please note my email has changed:*
> beth.sparrow@TheKey.com <Beth.Sparrow@TheKey.com>
> (226) 771-9243 Direct
> (519) 954-2111 Office 24/7 coverage
> TheKey.com <https://www.thekey.com/>
> [image: TheKey] <https://www.thekey.com/>
>
>