Client Complaints & Incident Reports

Overview

Client complaints and incident reports are a core operational and compliance function at TheKey, encompassing the documentation, escalation, and remediation of any event that causes harm, service disruption, or client dissatisfaction. This includes caregiver-involved incidents (e.g., falls, injuries, behavioral concerns), formal Service Level Interventions (SLIs), invoice disputes, and regional regulatory filings. Effective incident management protects clients, supports caregiver accountability, satisfies contractual and licensing obligations across multiple jurisdictions (including Quebec, Ontario, Kansas, and British Columbia), and reduces organizational liability.

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Key People

• Carolyn Daoust / Sandra Daoust — Coordinated incident report distribution and French-language versions in August 2025; Sandra forwarded French incident report documents internally.
• Dominique Jacobs — Led internal handling of the Mrs. Nawacki fall incident (2025-09), forwarding and responding to multiple escalation threads.
• Maryham Levesque — Followed up on the Mrs. Nawacki incident report through mid-September 2025.
• Mina Levy — Involved in fall injury incident thread (2026-02).
• Dennis Fancy — Initiated the Winnipeg caregiver incident report (2026-03-13).
• Chantal-Marie Grinstead — Responded to the Winnipeg caregiver incident (2026-03-17); also involved in employee performance concerns (2026-01).
• Steve Koyanagi — Responded to the Winnipeg incident thread; also involved in Quebec regulatory correspondence.
• Amanda Fults — Linked to the Quebec contract incident reporting and code of ethics discussion (2025-08); hosted the Incident Reporting and Internal Compliance meeting (2026-03-04).
• Timothy Thomas — Named attendee for the Incident Reporting and Internal Compliance sessions (2026-02, 2026-03).
• Cheryl Logan / Audra Williams — Sent invitations for the Incident Reporting and Internal Compliance meeting series.
• Meighen Fitzpatrick — Responded to the Nawacki fall escalation (2025-09-03).
• Joey Taylor — Forwarded the Nawacki fall thread; also connected to a client care incident apology and resolution (2025-08-27).
• Faith Jones / Garth Brooks — Involved in invoice credit concerns tied to service incidents (2025-08).
• Matthew McGinty — Flagged a concerning workforce trend (2026-02-12), potentially related to incident patterns.

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Processes & Policies

Immediate Reporting Requirements

• Employees must report injuries, contaminations, or serious incidents to the Client Care Manager immediately and complete an incident report form. [Policy_and_Procedure_Manual_2022]
• In British Columbia, employees must phone WorkSafeBC's emergency line for any incident involving death, risk of death, or serious injury, regardless of whether an injury occurred. [Employee_Handbook_2014]
• In Kansas, abuse, neglect, and exploitation incidents must be reported to the KDHE hotline (1-800-842-0078), available 24/7. The supervisor and employee jointly complete the internal incident report form. [TheKey_Kansas_Policies_Procedures_Manual]

Service Level Interventions (SLIs)

• An SLI is a formal report documenting any incident or event that causes service disruption, quality reduction, or business risk. Tracked in Salesforce.
• Before submitting an SLI, confirm whether the issue is a direct result of a service-level failure (vs. a general complaint or billing dispute). [Service_Level_Interventions_Updated_2024]
• SLIs include a remediation plan to return the account/client to resolved status. [Copy_SLI_Operations_Process]

Client Complaint Handling

• The Medallia Playbook directs that quality-of-caregiver complaints should trigger an in-person QA visit to revisit the care plan or supervise the caregiver. [Medallia_Playbook_and_SOP_v12025]
• In Ontario, the first point of contact for service delivery complaints is the care coordinator; Ontario Health atHome maintains its own complaint resolution process. [Ontario_Health_atHome_310_2222]
• Client dissatisfaction recorded at offboarding is logged in WellSky under "Dissatisfied with Service." [Wellsky_Deactivation_Reason_Dictionary]

Intake Concerns

• When an intake issue is identified, the GM or RDO submits an Intake Inquiry Form. Principle: "When in doubt, report it." [SOP_Intake_Inquiry]

Non-Retaliation

• TheKey's Code of Conduct explicitly prohibits disciplinary action or retaliation against employees who make good-faith incident reports. [TheKey_Principles_Code_of_Conduct]

Annual Reporting

• Montreal operations are required to produce an annual incident report (English), executed via Adobe Acrobat Sign. [Completed: Resolution_5 — 2025-08-14]

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Timeline & Key Events

• 2025-08 — Carolyn Daoust distributed incident report templates (English and French) internally; Sandra Daoust forwarded French versions. Amanda Fults addressed incident reporting requirements within the Quebec contract (SA-241001-ME). Annual Montreal incident report signed off via Adobe Acrobat Sign (2025-08-14).
• 2025-08-27 — Joey Taylor forwarded an apology and resolution communication regarding a client care incident.
• 2025-09-02 to 09-18 — Extended multi-party thread regarding Mrs. Nawacki's fall incident, involving Dominique Jacobs, Maryham Levesque, Meighen Fitzpatrick, Joey Taylor, and Steven Ferguson.
• 2025-11-10 — Incident and emergency protocol document circulated (Quebec context, "Protocole pour incidents et urgences").
• 2026-02-23 to 03-04 — Series of Incident Reporting and Internal Compliance meetings scheduled and rescheduled, with Timothy Thomas and Amanda Fults as key participants.
• 2026-02-25 — Fall injury incident thread initiated (Mina Levy).
• 2026-03-13 to 03-17 — Caregiver incident in Winnipeg reported by Dennis Fancy; Steve Koyanagi and Chantal-Marie Grinstead engaged in response.

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Key Decisions

• Quebec operations formalized incident reporting as a contractual obligation under the Montreal services agreement (SA-241001-ME), including an annual English-language report requirement. [Re: Quebec Contract — 2025-08-14 — Amanda Fults]
• Incident report templates were produced in both English and French to meet bilingual operational requirements in Quebec. [Incident Reports - FRENCH — 2025-08-18]
• A recurring Incident Reporting and Internal Compliance meeting series was established (2026-02/03), signaling a move toward structured governance of this function.
• SLI process was updated in 2024 to sharpen the definition of reportable incidents and align tracking to Salesforce.

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Open Questions & Gaps

• Winnipeg incident resolution unclear: The email thread (2026-03-13 to 03-17) does not confirm what disciplinary or remediation action was taken following the caregiver incident. [Caregiver Incident in Winnipeg — Dennis Fancy / Chantal-Marie Grinstead]
• Mrs. Nawacki follow-through: The fall incident thread (2025-09) is extensive but the final resolution or regulatory outcome is not documented in available excerpts.
• "Concerning Workforce Trend" (2026-02-12, Matthew McGinty): The content of this email is not detailed in available excerpts — it is unclear whether this relates to a pattern of incidents.
• Incident Reporting and Internal Compliance meeting outcomes: No meeting notes or action items from the 2026-03-04 session are present in the source material.
• Jurisdictional consistency: Policies for BC, Kansas, Quebec, and Ontario are documented in separate source files; it is unclear whether a single unified incident reporting standard has been adopted across all regions.

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Related Topics

• Service Level Interventions (SLIs)
• Caregiver Performance & Disciplinary Process
• Regulatory Compliance by Region
• Client Offboarding & Dissatisfaction Tracking
• Medallia Client Feedback & Quality Assurance