Telephone Calls Not Answered
It has come to my attention that telephone calls are not answered, voice mail is left with no return calls, and email is not being acknowledged.
I can not reiterate enough that communications amongst us must be fluid. If you missed a telephone call because you are busy providing care for your clients, we understand. You must return a call at your earliest convenience. There is a reason for the call, if not acknowledged in a timely manner, it might cause harm to your clients, it might delay a medical help, it can also delay their supplies, or delay your PA's. Whatever the reason for the call, we never know unless you call us back. This company fielded complaints from the family, HMOs, vendors, MD's office, OPG's and staff about telephone calls going straight to your fax machine. How can we solve this?? You can call your telephone provider and ask for a special ring specific to your fax machine. This way you can distinguish if a telephone call or fax is coming through. It is a concern for everyone if numerous calls are left unanswered. If you have an SCG watching your clients, please teach them how to answer the phone properly. They should not be scared to take a phone call. Personnel and staffing under the CCFFH HAR state: All caregivers (PCG or SCG) have no physical or mental disabilities that would prevent their being able to meet the daily needs of clients on a 24- hour basis, and be able to communicate, read and write in the English language. If calls to your residence become a concern, it is being monitored. A complaint against you will be filed to CTA. It's of the utmost importance to communicate with the team. The call may pose a risk to the life, health, safety, or welfare of the client if left unanswered. Let us all work together for the best interest of the clients we serve. Mahalo for all the work that you do.
Elsa P. Talavera
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