Hi Cheryl,
Thank you for your email Tuesday. It’s been a very busy week so I’ve not had a chance to reply sooner. I appreciate your apology and interest in rectifying the situation as well as the offer to credit the relevant night shifts. Just so you are aware, I received an invoice on Wednesday covering last week’s shifts and it appears that only 1/2 of a single night a shift was credited. Perhaps the credit will be applied to next week’s invoice?
Irrespective, I’ve identified someone privately who I’ve hired for a 2-week trial period to cover the Monday-Thursday night shifts. During this time I will continue to use your firm for days as well as the Fri, Sat & Sunday night shifts. Hopefully Nida can pick up these three nights (Fri, Sat, Sun) when she returns from her holiday at the end of Jan. I also hope we can find someone good/reliable to pick up the remaining day shift that’s not covered by June and Joy. Thank you.
Regards,
Lee
Sent from my iPad
On 10 Jan 2023, at 12:47, Cheryl Cartwright <ccartwright@thekey.com> wrote:
Good Afternoon Lee,
Thank you for your email. I can appreciate your concerns and frustrations completely. You are an exceptional client and it is completely unacceptable to have substandard care. We are disappointed that in Nida's absence both replacement caregivers didn't work out. Nancy is a highly experienced caregiver who has received outstanding reviews from our clients and staff historically so we in no way expected anything but perfection when we assigned her to your husband. The caregiver who was sleeping on shift has actually been removed from our team as we have a no tolerance policy for that on an active overnight shift. I am deeply sorry this happened.
We have been working together for a long time now and I hope you know the standard of care I expect from our team and the type of service I always want to provide. I would like to credit you back the overnight shifts from last week where the service in no way reflected the standards of Home Care Assistance. I will see that that credit is applied to your invoice next week. That said, I know this isn't about the money but rather the care you so carefully put in place for your husband and I want to let you know that we will do everything we can to turn this around immediately. We are so grateful for the trust you have given us with his care and will not let you down.
If there is anything else you wish to speak about please let me know and we can arrange a call.
Warm Regards,
Cheryl
On Tue, Jan 10, 2023 at 1:15 PM Lee Croll <lee_croll@hotmail.com<mailto:lee_croll@hotmail.com>> wrote:
Hi Kathryn,
I just want to be clear that I’m very upset with how the last 7-10 days have been handled. My husband is in a very bad way due to the revolving door of caregivers, which I am very distressed about. In particular, as I had repeatedly flagged up concerns before the holidays about the impending staffing changes and how a smooth transition could be achieved. It was well known that Joy was going back to school and Nida would be on vacation, so I don’t understand why new people were not introduced and trained well in advance so they would be familiar to my husband once on shift and able to confidently work autonomously. The issues causing me the greatest concern in the last two weeks are:
- The calibre of the stop-gap night shift caregivers has been entirely substandard
- We’ve just had 24 hours of care by two new/unfamiliar people who were not adequately trained or prepared
- My husband fell and this was not reported and no follow up was conducted (to my knowledge)
- A caregiver was found to be repeatedly sleeping and my husband unable to wake her on shift
- Our live-in housekeeper at the condo has had to intervene/assist throughout multiple nights, when this is not her job and contravenes her employment rights & terms of her work permit, thus putting me at risk as her employer.
- I raised the concern with “Tim” on Sunday (per Cheryl’s out of office email) and didn’t hear back from him until Monday. He addressed me as “Mr” and clearly had no idea who we were, what our care needs are, or what was going on with my husband’s PSWs.
All of the above are entirely unacceptable to me. I would like a better and more thorough explanation as to how this will be rectified and what is being done to keep this from ever happening again.
I stopped using another agency for my husband’s nighttime care for similar issues and will not hesitate to take our business elsewhere if things do not improve. We are not an occasional client with sudden or short-notice needs - there is plenty of lead time and we have consistent, ongoing care needs. Given the 24/7 schedule, I think I must be paying c. $20,000+ p.c.m to your firm, so it’s not unreasonable to expect a certain level of professionalism and reliability.
Regards,
Lee
Sent from my iPad
On 9 Jan 2023, at 17:12, Kathryn Nester <knester@thekey.com<mailto:knester@thekey.com>> wrote:
Hi Lee,
I spoke to Joy, and unfortunately she wouldn’t be able to make the schedule work for those nights.
Nida normally does Thursday through to Tuesday overnight.Once she returns on the 2nd she will go back to her regular schedule and Joy will remain on the Wednesday nights.
Thanks,
Kathryn
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On Jan 9, 2023, at 4:59 PM, Lee Croll <lee_croll@hotmail.com<mailto:lee_croll@hotmail.com>> wrote:
What nights does Nida typically work? Is she available F-Sun?
Sent from my iPad
On 9 Jan 2023, at 16:56, Kathryn Nester <knester@thekey.com<mailto:knester@thekey.com>> wrote:
Hi Lee,
I don’t believe she is because of her school schedule and other unavailability on sunday. That would also mean taking her off saturdays during the day at least while Nida is away in order to make that schedule work.
I can follow up with Joy again though and get back to you
Thanks,
Kathryn
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On Jan 9, 2023, at 4:39 PM, Lee Croll <lee_croll@hotmail.com<mailto:lee_croll@hotmail.com>> wrote:
Thank you for your email. Can you advise if Joy is available any nights Fri-Sun?
Sent from my iPad
On 9 Jan 2023, at 16:30, Kathryn Nester <knester@thekey.com<mailto:knester@thekey.com>> wrote:
Good Afternoon Lee,
I'm following up on Cheryl's email from earlier. We're so sorry the current schedule hasn't worked out. Nida will be back on February 2nd. In the meantime these are the staff we would like to assign based on my experience having worked with your family.
Joy can continue to cover Tuesday to Thursday 7pm-7am. Josephine is an international nurse with Parkinson's and dementia experience and she will be covering Friday to Monday 7pm-7am starting Friday. We have her doing a training shift from 5pm-9pm tomorrow with June and Joy.
Jenelyn will be covering tonight 7pm-7am. We have arranged a call between her and June before her shift. Jenelyn will also go in an hour early today to be oriented. We would like her to be part of the regular team for Fridays 7am-7pm assuming that tonight's shift goes well.
Please let me know if you have any questions
Thank you,
Kathryn
Kathryn Nester
Caregiver Ambassador
Home Care Assistance
Office: 416-488-8777<tel:4164888777>
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