Provision Home Care, Inc

We received notice from you about a complaint against our reputable agency from Ms*** ***We appreciate your willingness to hear our side of what happenedWe accepted to proved services to Ms*** through Missouri Health and Senior Services In-Home Care Services programShe was
recommended to us by her apartment complex manager who indicated that she was having a challenging time in finding an agency for her and would appreciate if we would consider having her as a clientBeing the caring agency that we are, we gladly acceptedMs*** as a client but she insisted that she wanted to retain a worker she had from a previous agency since she is more comfortable with herIn order to make the transition smooth for Ms***, we agreed and hired this particular worker as her care-giverAnytime this worker was not available we provided a fifor herPer the regulations of In-Home Services program, the care provided is based on an already determined care-plan that is unique to each participant form the State of MissouriThe worker has to work according to the requirements of the care-planWe noticed that Ms*** was sometimes asking the workers to do tasks that were outside of the care-plan and that also was a liability for our agencySometimes she asks the workers to move furniture which is not acceptable within the guidelinesThis resulted in her worker getting hurt and as I am writing this piece, she has initiated legal action against our agencyEven as this happened to this worker, Ms*** still continued to ask a second worker to engage in the similar act of moving furnitureShe also engaged in telling some of our fiworkers that they are under-paid, which is a totally assertion, since our workers are among the highest paid in the area according to the Missouri Payroll DataShe clearly out-stepped the boundaries of client-agency relationshipWe believe that such requests are in violation of the integrity of the program, which puts our workers health at risk and also puts undue liability risk on our agencyHence in accordance with the State program regulations, in order to terminate services to a client, we had to give her a 21-day notice so that she has ample time together with the State Social Worker to find another agencyWe fully complied with this requirement and serviced Ms*** with dignity up until the last day of service

Complaint: ***
I am rejecting this response because:The lights went out at my homeAt that point the worker moved the furnitureI didn’t outright ask her, but she did it to helpI didn’t know they were not allowed to do that until my aid’s injury happenedI never asked a second worker to move furniture I told her not to, because I knew at that time she shouldn’tShe told me she did it all the time, but I asked her not toThe workers were complaining to me that they were under-paid, I did not tell them they were, I just told them they needed to talk to their supervisor about it and it was none of my businessThe aids were overworked and one worked days straight because they were low on staffI was a client and I was in the middle of the situation between the workers and the owner, I felt uncomfortableI would try to compliment the aids to the owner, and he would just state back “That’s their job.” He gave me verbally a day notice and then took it backHe then gave me another day notice so I didn’t know when the actual notice wasI found another agencyIt is disappointing, because the owner seemed so sweet to me at first, but turns out it didn’t lastAny worker that was not available was a fill in for herSome days I did not have a worker, some days they showed up on different hoursI was supposed to get hours minutes and he put in hours and minutes, which is against Medicaid policy
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The lights went out at my homeAt that point the worker moved the furnitureI didn’t outright ask her, but she did it to helpI didn’t know they were not allowed to do that until my aid’s injury happenedI never asked a second worker to move furniture I told her not to, because I knew at that time she shouldn’tShe told me she did it all the time, but I asked her not toThe workers were complaining to me that they were under-paid, I did not tell them they were, I just told them they needed to talk to their supervisor about it and it was none of my businessThe aids were overworked and one worked days straight because they were low on staffI was a client and I was in the middle of the situation between the workers and the owner, I felt uncomfortableI would try to compliment the aids to the owner, and he would just state back “That’s their job.” He gave me verbally a day notice and then took it backHe then gave me another day notice so I didn’t know when the actual notice wasI found another agencyIt is disappointing, because the owner seemed so sweet to me at first, but turns out it didn’t last Any worker that was not available was a fill in for herSome days I did not have a worker, some days they showed up on different hoursI was supposed to get hours minutes and he put in hours and minutes, which is against Medicaid policy
Sincerely,
*** ***

We received notice from you about a complaint against our reputable agency from Ms. [redacted]. We appreciate your willingness to hear our side of what happened. We accepted to proved services to Ms. [redacted] through Missouri Health and Senior Services In-Home Care Services program. She was...

recommended to us by her apartment complex manager who indicated that she was having a challenging time in finding an agency for her and would appreciate if we would consider having her as a client. Being the caring agency that we are, we gladly accepted. Ms. [redacted] as a client but she insisted that she wanted to retain a worker she had from a previous agency since she is more comfortable with her. In order to make the transition smooth for Ms. [redacted], we agreed and hired this particular worker as her care-giver. Anytime this worker was not available we provided a fill-in for her. Per the regulations of In-Home Services program, the care provided is based on an already determined care-plan that is unique to each participant form the State of Missouri. The worker has to work according to the requirements of the care-plan. We noticed that Ms. [redacted] was sometimes asking the workers to do tasks that were outside of the care-plan and that also was a liability for our agency. Sometimes she asks the workers to move furniture which is not acceptable within the  guidelines. This resulted in her worker getting hurt and as I am writing this piece, she has initiated legal action against our agency. Even as this happened to this worker, Ms. [redacted] still continued to ask a second worker to engage in the similar act of moving furniture. She also engaged in telling some of our fill-in workers that they are under-paid, which is a totally false assertion, since our workers are among the highest paid in the area according to the Missouri Payroll Data. She clearly out-stepped  the boundaries of client-agency relationship. We believe that such requests are in violation of the integrity of the program, which puts our workers health at risk and also puts undue liability risk on our agency. Hence in accordance with the State program regulations, in order to terminate services to a client, we had to give her a 21-day notice so that she has ample time together with the State Social Worker to find another agency. We fully complied with this requirement and serviced Ms. [redacted] with dignity up until the last day of service.