Chapter 6 - THE RENEWAL PACKAGE
MDS’s renewal package was excellent.
That was the problem.
Turnover low.
Training hours high.
Outside clients satisfied.
Wage compliance strong.
Benefits above industry average.
No major safety violations.
Then the Moretti account.
Incidents looked oddly clean.
Almost too clean.
Three estates.
Hundreds of annual staff shifts.
Family events.
Children.
Elderly relatives.
Only two “material safety events” in five years.
Arbor Compliance compared that with anonymous interviews.
Employees described many near misses.
A diabetic uncle whose meal timing was delayed for a ceremony.
A housekeeper told not to call a nurse immediately after a fall because Ophelia wanted the family physician first.
Lucy’s inhaler.
No deaths.
No lasting harm.
Still a reporting gap.
The auditor’s question became:
Are incidents rare?
May you like
Or are incidents renamed before they reach records?
Ophelia knew which answer threatened her control.
