Hi, Cheryl!
Thanks so much for the thorough follow up, greatly appreciated. Also, thank
you and the team for your hard work in trying to save this case.
I will consider our efforts closed.
On Tue, Nov 8, 2022 at 10:57 AM Cheryl Cartwright <ccartwright@thekey.com>
wrote:
> Hi Keri,
>
> They canceled services on October 24th. I spoke with James' wife for a
> long time about what had happened and to see if there was anything I could
> fix it for her. This was their first experience with care and sadly we
> delivered a very luke warm experience.
>
> We had a great caregiver in place and then the client was hospitalized and
> when he came out of hospital the caregiver they really liked resigned. We
> did replace her shifts with another caregiver they liked but she wasn't
> quite able to do the hours the family needed and they felt they had to
> compromise too much for our team to be there.
>
> They did find another agency sorry to say as I really felt had we be given
> a tiny bit more time we could have solved all the issues. I've told Jesse
> that should she ever wish to try us again she could do so on our dime for
> the first shift or two and that we would love the opportunity to show her
> what HCA can really do.
>
> The conversation was very pleasant and ended well but I don't think we
> will get them back barring huge service failure with her new agency.
>
> I apologize,
>
> Cheryl
>
> On Tue., Nov. 8, 2022, 2:48 p.m. Keri Thrush, <kthrush@thekey.com> wrote:
>
>> Hi, Cheryl!
>>
>> Just checking in to see if there are any updates on Jim? My follow up is
>> scheduled with Jesse tomorrow.
>>
>> On Mon, Oct 24, 2022 at 12:51 PM Keri Thrush <kthrush@thekey.com> wrote:
>>
>>> Hi, team!
>>>
>>> I was able to speak with Jesse this morning briefly. The details of our
>>> call are below.
>>>
>>> - She acknowledged that this is the beginning of a relationship and
>>> a learning curve
>>> - She mentioned understanding caregiver expectations around giving
>>> their phone numbers would be helpful
>>> - There are some PT videos that she wanted to share with the
>>> caregivers through email or cell number and the caregivers were
>>> hesitant due to being unsure about the rules. I told Jesse that her case
>>> manager will be communicating with her on how to accomplish this and will
>>> also be communicated to caregivers
>>> - She mentioned that she does not have a direct number to reach her
>>> case manager and that it would be helpful to have vs a general line
>>>
>>> I committed to following up with Jesse in two weeks and will reach out
>>> prior to. Please let me know if you have any questions.
>>>
>>> Thank you,
>>>
>>> On Tue, Oct 18, 2022 at 10:46 PM Keri Thrush <kthrush@thekey.com> wrote:
>>>
>>>> Fantastic! Thanks, Cheryl!
>>>>
>>>> On Mon, Oct 17, 2022 at 4:57 PM Cheryl Cartwright <
>>>> ccartwright@thekey.com> wrote:
>>>>
>>>>> Hi Keri,
>>>>>
>>>>> Let me look into this a little more. I do know who the client is but I
>>>>> want to learn more about these caregiver cancellations.
>>>>>
>>>>> I will touch base with you tomorrow,
>>>>>
>>>>> Cheryl
>>>>>
>>>>> On Mon, Oct 17, 2022 at 7:09 PM Keri Thrush <kthrush@thekey.com>
>>>>> wrote:
>>>>>
>>>>>> Hi, Cheryl.
>>>>>>
>>>>>> Adding you to this thread to allow you to pull in stakeholders for
>>>>>> pre-planning.
>>>>>>
>>>>>> Thank you,
>>>>>>
>>>>>> On Mon, Oct 17, 2022 at 2:07 PM Medallia <noreply@app.medallia.com>
>>>>>> wrote:
>>>>>>
>>>>>>> Client Name: James "Jim" Bulloch
>>>>>>>
>>>>>>> CC ID: 1000000000042358
>>>>>>>
>>>>>>> Primary Contact: Jesse Bulloch
>>>>>>>
>>>>>>> PC Contact Info: jgbulloch@gmail.com / +5612709598
>>>>>>>
>>>>>>> Survey Delivery: Email
>>>>>>>
>>>>>>>
>>>>>>> Division: Canada Business Unit: Winnipeg Tenure: Less Than 4 Weeks
>>>>>>> Actual Customer Segment: Elephant Stated Customer Segment: Turtle Survey:
>>>>>>> SOC Survey 1 Main Score: 6 Comments: Pleasant, enthusiastic, competent.
>>>>>>> Staff cancelled 3 of 5 days scheduled Please click here to see the full
>>>>>>> survey response and learn more about the client:
>>>>>>> https://hca.medallia.com/hca/respInvForm.do?surveyid=150362
>>>>>>>
>>>>>>
>>>>>
>>>>> --
>>>>> *Cheryl Cartwright*
>>>>> *Regional, Client Success, Canada *
>>>>> Home Care Assistance
>>>>> Office: 416-488-8777 <4164888777>
>>>>> Toronto, ON (EST)
>>>>> torontohomecareassistance.ca
>>>>> <https://www.torontohomecareassistance.ca/>
>>>>> ---
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>>>>>
>>>>