Client Experience Alerts - Takeaways, Action Items and Reminders

Hello all,

Since the launch of the Client Experience Alert (CEA) form on 9/29, we have
observed excellent engagement across the organization. We are particularly
encouraged by the high volume of distinct users and the strong
representation from our operations leaders in submitting and tracking these
alerts to improve service delivery.

We wanted to provide some high-level takeaways from our early learnings,
some steps offices can take to improve the client experience or mitigate
service failures, and a few reminders about CEA Expectations.

Statistics Since Go Live:

   -

   Nearly 79% of all alerts are driven by just three categories:
   -

      Staffing Issues (38.7%)
      -

         Staffing remains the single largest operational hurdle, accounting
         for the highest volume of reported concerns.
         -

      Care Quality (24.5%)
      -

      Communication (16.0%).
      -

   59.4% of alerts result in lost clients or a high-risk "Action Required"
   status.
   -

      Action:  Teams must create and execute a plan immediately upon CEA
      submission.
      -

   Client loss is most prevalent among Tier 2 clients (35.7%) and those
   lost prior to starting care (25.0%).
   -

   51.9% of issues are reported by clients/family, indicating poor internal
   detection.
   -

      Action: Implement more frequent, intentional communication and
      Quality Assurance visits.

There are a few easy changes that can be adopted and implemented
immediately to improve the client experience and significantly reduce
service failures:

1. Proactive Client Communication

We must ensure clients are always aware of any schedule changes, new
caregivers, or any other adjustments that may interrupt their routine. A
recurring source of dissatisfaction is clients not receiving timely updates
or having to call us for information. This is a shared responsibility:
caregiver managers, client success managers, and general managers must
collaborate to guarantee all clients are updated promptly.

2. Thorough Documentation and Follow-Up

Proper documentation and follow-up are critical and are an expectation of
everyone's role. We need to ensure that:

   -

   Care plans are complete and thorough before the start of care.
   -

   Follow-up calls are completed and documented.
   -

   Caregivers are immediately updated about any changes to a client’s needs
   or expectations.

3. On-Call Team Awareness

It is essential that the on-call team is made aware of any service failures
resulting from the after-hours support team. Providing them with this
critical information and feedback is necessary to help that team improve
performance.

To ensure consistency in our Client Experience Alert (CEA) process, please
ensure the following:

*Submission Requirements:*

   -

   CEAs should be submitted for both positive and negative client
   experiences.
   -

   We expect all offices to submit CEAs, with contributions from both sales
   and operations team members.

*CEA Plan Detail:*

   -

   The Client Experience Alert Plan should clearly detail the specific
   steps taken by both operations and sales to improve or correct the client’s
   experience.

*Review and Management:*

   -

   CEAs must be reviewed at a minimum on a weekly basis during pipeline
   meetings, with the *General Manager* championing this review.
   -

   CEAs must be formally closed after submission, which requires additional
   review and documentation of the final resolution.

As always, if you have any questions or concerns, please feel free to reach
out to myself or @Megan Harris <megan.harris@thekey.com> and we are happy
to support!

Bridgett Scherer

Director, Client Experience | TheKey

Mobile: 425.429.1064
<https://thekey.com>