Weekly Quality Update 11/24-12/2

Hello Leadership Team,

Below you will find your weekly highlights for the last 2 weeks of 11/24 -
12/1. This is a high-level overview of Client Experience Alerts, Medallia,
and TheKey Match. Ultimately once the Quality Dashboard is live, we will be
looking to add these details into Version 2 will include data into which we
can drill down per site.

Medallia Overview:

Invitations Sent (all surveys): 786

Responses (all surveys): 54

Total Response rate: 8.4%

Opt Outs: 0.3%

*please note, we discovered and corrected an issue in our invitation file
yesterday (12/1) that prevented records from being sent last week. Several
records were sent to catch up and our response rate is considerably lower
than prior weeks. We expect this to correct next week.

Detractors Received: 8

Open (Needs Action):

In Progress: 2

Resolved: 1

Northeast: 1

Greater LA: 1

Southeast: 2

Texas Arizona: 1

Bay Area: 2

Canada: 1

Weekly Detractor Themes:

   -

   Communication continues to be a pain point for clients. One client
   reports that communication has seriously deteriorated since their prior
   contact left the organization, stating they have to call for schedule
   updates, have a revolving door of caregivers, and are sent unprepared
   caregivers.
   -

   Caregiver phone usage

Weekly NPS scores:

[image: image.png]

Weekly CG Pulse Results:

[image: image.png]

Invitations Sent: 184

Surveys Delivered: 152

Responses: 17

Total Response rate: 11.2%

Detractors (<3): 0

Weekly CSM Pulse Survey Results:

*No Responses - invitation file issue*

Weekly CEA Overview:

Total submitted this week: 10

Bay Area: 6

Pacific NW: 1

Northeast: 3

Breakdown of Reasons Submitted:

Total CEAs Still Open + Requiring Action

(since launch on 9/29): 28

Care Quality/Service Concern: 2

Communication/Responsiveness Issue: 3

Schedule/Staffing Issue: 5

Bay Area - 9

Milwaukee - 1

Litchfield - 1

Texas & Arizona - 2

Northern Virginia - 1

Central LA - 1

Roanoke - 2

Pacific Northwest - 5

Greater SD - 1

Annapolis - 1

Wellesley - 1

Centennial - 1

Broward County - 1

Central NJ - 1

Clients Not Started: 2

Clients Lost: 2

C-P-E Profile Updates:

   -

   We are currently sitting at 87% completion for missing profiles since Go
   Live.
   -

   Seattle currently holds the top spot with 28 missing profiles, followed
   closely by the Bay Area with 23, and then Fairfax with 18.

Friendly Reminders

   -

   Severity levels are ranked from 1 (most severe) to 4 (least severe).
   -

   A profile is required for all new clients and must be updated during
   reassessments or whenever there is a change in condition.
   -

   Only one C-P-E designation per client should be visible, if an update is
   made please remove the prior one.
   -

   If you need support or have any questions please reach out to Megan
   Harris or Amy Harris

Link to missing C-P-E profiles since Go Live -  HERE
<https://docs.google.com/spreadsheets/d/1KwPnL9dBofV8sxSISPdFZ4B_7OG-a6IDtpZjacITnhs/edit?usp=sharing>

Updates, Next Steps and Support

   -

   The CEA Dashboard reports have been updated to show more details and
   provide easier access to site-specific records. Link to the Dashboard
   HERE
   <https://homecareassistance.lightning.force.com/lightning/r/Dashboard/01Z7V000000dMwPUAU/view?queryScope=userFolders>
   -

      Please have GMs review any Open CEAs for their location and provide
      details on resolution and Close.
      -

   As a reminder - we’d love to hear about the Client Service WINS in CEAs
   as well as the areas of opportunity.
   -

   The CSM Pulse Survey logic was updated to the new process starting last
   Monday (11/24). More information can be found HERE
   <https://docs.google.com/document/d/1bHdEBn-6OaUGsupPB8fuyB7jki8THYeXNyYFrutCKqc/edit?tab=t.3q23sgm2xd61#heading=h.qwpplr48vcya>

Sincerely,

The Clinical and Quality Team

Bridgett Scherer

Director, Client Experience | TheKey

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