Hi,
Mr. Shueck's dtr, Julie, and myself have communicated by phone and email
since I began.
Concerned about rashes on her mom's body, she and I discussed ways that she
could get her mom in to see a doctor. I did arrange to visit Mrs. Schuek on
August 16th, and observed the rashes to be non-emergency. Jukie and I
discussed my findings and she has been attempting, without success, to get
her mom into a doctor or dermatologist since then.
I looked back on my emails as=d found that she had contacted me again on
August 24th, explaining the challenges she was having with getting mom into
a doctor.
Also in the email she asked that I contact her to discuss one of the
caregivers.
I called her today and apologized for my delay in response, and she did not
seen bothered about this.
Today her mother is reporting a worsening rash, and the caregiver has done
a google search and thinks it may be shingles. Without seeing pictures, and
unable to get out that way, I am unable to deternine if this is the case.
I then called the caregiver who is there today and also spoke with the
client. Given her symptoms, I have called 911 for the paramedics to come
out to assess her. Julie is aware of all of this and agreed with my plan.
Jukie and I also spoke of the caregiver that she had some concerns about,
and stressed that it is not urgent. I have assured her that I will be
following up on the issues today.
During the conversations that I have had with Julie today, I am not clear
whe=y the score would have been as it was. Perhaps you will get some more
insight after speaking with her.
Our agency is providing above and beyond case management to the client, in
my opinion, and I am not sure what if any was being provided by Loving Home
Care.
Thanks
Cathy Feniuk, LPN
Case Manager,
Home Care Assistance
1861 Marine Drive,
West Vancouver, BC V7V 1J7
T 778-279-3634
E cathy.feniuk@homecareassistance.com
www.homecareassistancevancouver.ca
On Tue, Aug 30, 2022 at 12:26 PM Carolina Orosa <corosa@thekey.com> wrote:
>
>
> ---------- Forwarded message ---------
> From: Keri Thrush <kthrush@thekey.com>
> Date: Mon, Aug 29, 2022 at 10:20 AM
> Subject: Re: Detractor Alert: Joyce Schueck | 1000000000023408
> To: <sbrocal@homecareassistance.com>
> Cc: Loving Home Care <clientservice@thekey.com>, Loving Home Care <
> aruffin@thekey.com>, Timothy Thomas <tt@thekey.com>, Angie Markwell <
> angie.markwell@thekey.com>, Carolina Orosa <corosa@thekey.com>, Sharon
> Speirs <sspeirs@thekey.com>
>
>
> 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 client Joyce Schueck. This is Joyce's
> relationship2 survey which tells us that they have been a client for 90+
> days. We plan to reach out to speak to Julie Schueck (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 Sat, Aug 27, 2022 at 10:25 PM Medallia <noreply@app.medallia.com>
> wrote:
>
>> Client Name: Joyce Schueck
>>
>>
>> CC ID: 1000000000023408
>>
>> Primary Contact: Julie Schueck
>>
>> PC Contact Info: julieschueck@gmail.com / +6048386787
>>
>> 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: 6
>>
>> Comments: The support to family from head office could be better.
>>
>>
>> Please click here to see the full survey response and learn more about
>> the client: https://hca.medallia.com/hca/respInvForm.do?surveyid=130434
>>
>
>
> --
>
> Carolina Orosa
> President and Chief Operating Officer
> Home Care Assistance
> 1861 Marine Drive,
> West Vancouver, BC V7V1J7
> ph: (778) 279-3634
> fax: (778) 279-3635
> website: *www.homecareassistancevancouver.ca
> <http://homecareassistancevancouver.ca/>*
> https://www.youtube.com/watch?v=RX_4cCVybg8
>
>