Re: Detractor Alert: Gertrude & Werner Schmidt | 1000000000017655

--0000000000008276eb05ebe0c1b6 Content-Type: text/plain; charset="UTF-8" Hi Keri, Thank you so much for this feedback. It sounds like there are lots of coaching opportunities here for caregivers. I will communicate with the appropriate leads on this to see if we can turn this around for Andy. We all know how important having the right team in place is and we will work hard to get there. Cheryl On Mon, Oct 24, 2022 at 4:45 PM Keri Thrush wrote: > Hi, team! > > I was able to speak with Andy this morning and the details of our call are > below. > > - Caregiver training > - he mentioned that whenever a replacement caregiver comes there is > a need for additional training. The fill ins seem not as experienced or > oriented. > - Day (HCA/TheKey) vs night shifts (other agency) > - he mentioned that the other agencies caregivers are more > experienced, proactive and professional > - more comfortable with assisting parents with ADLs and even > give him tips > - I asked if he was comfortable sharing why he hired the other > agency for the night shifts and he mentioned he wanted to see if there > would be any difference > - Communication > - if a caregiver is running late or cancels mentioned that there > has been some bumps in the past. He would really appreciate proactive > communication if this were to happen > > I committed to following up with Andy in two weeks to check in. I will > make sure to check in here prior to. Please let me know if you have any > questions. > > Thank you, > > On Fri, Oct 21, 2022 at 11:27 AM Alex Hodges wrote: > >> Hi team! >> >> >> >> Hope everyone is doing well. As you are aware, our Service Quality >> department will take the lead on responding to all client detractor >> Medallia surveys. As part of our pre-planning, requesting for any context >> or background information about Gertrude & Werner Schmidt. This is their >> Relationship 2 survey which tells us that they have been a client for >> over a year. The plan is to reach out to speak to Andy Schmidt indicated >> as primary contact in Clear Care) via phone and attempt to gather more >> information so that we as a team can determine how to turn their experience >> around, partnering with your operations. >> >> >> On Fri, Oct 21, 2022 at 10:13 AM Medallia >> wrote: >> >>> Client Name: Gertrude & Werner Schmidt >>> >>> CC ID: 1000000000017655 >>> >>> Primary Contact: Andy Schmidt >>> >>> PC Contact Info: andyschmidt@telus.net / +2505161184 >>> >>> Survey Delivery: Email >>> >>> >>> Division: Canada Business Unit: Vancouver Tenure: More Than 52 Weeks >>> Actual Customer Segment: Elephant Stated Customer Segment: Survey: >>> Relationship 2 Main Score: 4 Comments: Many caregivers arrive by transit >>> and being late occasionally is understandable but calling to let us know is >>> Important. A couple of replacement caregivers were very poorly trained and >>> that reflects more on management. Some caregivers, mostly replacements, >>> seem poorly trained. Please click here to se