Complaint Information:
Tuesday, November 18, Re: Customer Complaint # *** *** *** Revdex.com, Manager, Marketplace Operations ** *** *** *** ** *** Dear *** *** ***- I am writing to you on behalf of Companions & Homemakers, Inc., in response to a “final notice” of complaint received by the Revdex.com (Revdex.com), and dated Wednesday November 12, Please be advised that this is the first correspondence received by Companions & Homemakers, and the recipient to which the correspondence was addressed (** *** ***) is no longer with our company to have received any previous correspondenceTherefore, we apologize for any delay in response and appreciate the notice, and having this concern brought to our attentionRegarding customer complaint (assigned #*** by Revdex.com), I was personally able to review the client file for *** ***, as well as speak directly to her daughter and person filing complaint, ***Client *** began services with us in March of via an access agency case manager referral being a participant of the Connecticut Homecare Program for Elders*** *** was to receive two days weekly for homemaking assistance within her residence, as well as hours once a week for assistance with errands an appointmentsRegarding complaint “they continuously do not show up to take her out grocery shopping”: In the months of service provided to *** ***, there were two occasions in which two separately assigned caregivers did not arrive for services as scheduledUpon prompt follow up at the time of each occurrence, both instances were determined to be caregiver error, and as a direct result, both employees are no longer employed by Companions & HomemakersOur agency has very high standards for the service provided to our clientele and the caregivers who provide said serviceWe have a zero tolerance policy for egregious behavior, especially unreliability when without good reason or the courtesy of notifying the office so supplemental care may be secured for the clientRegarding complaint that an office employee stated she would “arrange it so she never goes out” and was “threatening and intimidating an elderly person,” these claims have been researched to be unfounded and inaccurateIn speaking with complainant, Judith, she confirmed that she herself never spoke directly with the office, but that these allegations were told to her by her mother, our clientCompanions & Homemakers maintains very high standards of customer service, and part of our quality assurance is call monitoring via recorded phone calls, as well as documented notation of each callThe allegation referenced took place on September 24, 2014, and what actually occurred was that a caregiver arranged to work for *** *** ended up arriving without a vehicle to take her out inThere was a miscommunication regarding whether or not it was a day the client was scheduled to have transportation services, and this was admittedly a communication error on our partWhile the client did not typically receive transportation on this day, her caregiver from the earlier the week on the day she was to have transportation services did not show, as referenced above, and therefore, her errands should have been allowed on this day and a capable caregiver sent*** *** became understandably upset in this call, and spoke in an elevated and disrespectful manner to the office staffIt was never stated that it would be arranged where she never went out again, but instead, stated that if she continued to speak to the staff in that manner, we may not be able to service her going forward, and will be deferring to her case managerSome backstory on our agencies history with the client as it is relevant to the two instances of service failure*** ***’s services are funded through the CT Homecare Program for Elders, and therefore, the caregivers provided to the client should be of primary needsThe state reimbursement rates only allow for a caregiver to be paid at minimum wage, and additionally, they do not get reimbursement for mileageBetween the months of July and September, separate caregivers requested to come off of *** ***’s assignment due to excessive transportation needs, as they found themselves taking her out of the days of service, and often, spending more in fuel than they were making in the hour shiftI feel the margin for schedule error, albeit on the caregiver’s part, is partly due to this reasonWhile it does not excuse the fact that the caregivers did not show up, and certainly there is room for improvement for office communication, it is also an out of the ordinary case, and typically, a schedule consisting of such few hours would not warrant such high turnover of staffI feel after my conversation with *** ***, client’s daughter, I was able to explain this side of the issues her mother had with serviceI apologized that this had to become her issue, as we strive to take the pressure off of the families of clients in providing quality careI assured her I would follow up with the office staff to review the areas that we can certainly take responsibility for and improve in, and sincerely apologize if there the manner in which the office dealt with this matter was at all unprofessionalAt Companions & Homemakers, we service a diverse population of clientele, and not every personality will be the same, and employees of the company are expected and trained in dealing with each person on an individual basisOn behalf of Companions & Homemakers, I wished *** *** well, and hoped she is now receiving the services she desiredSincerely, *** *** Regional Manager, Companions & Homemakers
Complaint Information:
Tuesday, November 18, Re: Customer Complaint # *** *** *** Revdex.com, Manager, Marketplace Operations ** *** *** *** ** *** Dear *** ***
***- I am writing to you on behalf of Companions & Homemakers, Inc., in response to a “final notice” of complaint received by the Revdex.com (Revdex.com), and dated Wednesday November 12, Please be advised that this is the first correspondence received by Companions & Homemakers, and the recipient to which the correspondence was addressed (** *** ***) is no longer with our company to have received any previous correspondenceTherefore, we apologize for any delay in response and appreciate the notice, and having this concern brought to our attentionRegarding customer complaint (assigned #*** by Revdex.com), I was personally able to review the client file for *** ***, as well as speak directly to her daughter and person filing complaint, ***Client *** began services with us in March of via an access agency case manager referral being a participant of the Connecticut Homecare Program for Elders*** *** was to receive two days weekly for homemaking assistance within her residence, as well as hours once a week for assistance with errands an appointmentsRegarding complaint “they continuously do not show up to take her out grocery shopping”: In the months of service provided to *** ***, there were two occasions in which two separately assigned caregivers did not arrive for services as scheduledUpon prompt follow up at the time of each occurrence, both instances were determined to be caregiver error, and as a direct result, both employees are no longer employed by Companions & HomemakersOur agency has very high standards for the service provided to our clientele and the caregivers who provide said serviceWe have a zero tolerance policy for egregious behavior, especially unreliability when without good reason or the courtesy of notifying the office so supplemental care may be secured for the clientRegarding complaint that an office employee stated she would “arrange it so she never goes out” and was “threatening and intimidating an elderly person,” these claims have been researched to be unfounded and inaccurateIn speaking with complainant, Judith, she confirmed that she herself never spoke directly with the office, but that these allegations were told to her by her mother, our clientCompanions & Homemakers maintains very high standards of customer service, and part of our quality assurance is call monitoring via recorded phone calls, as well as documented notation of each callThe allegation referenced took place on September 24, 2014, and what actually occurred was that a caregiver arranged to work for *** *** ended up arriving without a vehicle to take her out inThere was a miscommunication regarding whether or not it was a day the client was scheduled to have transportation services, and this was admittedly a communication error on our partWhile the client did not typically receive transportation on this day, her caregiver from the earlier the week on the day she was to have transportation services did not show, as referenced above, and therefore, her errands should have been allowed on this day and a capable caregiver sent*** *** became understandably upset in this call, and spoke in an elevated and disrespectful manner to the office staffIt was never stated that it would be arranged where she never went out again, but instead, stated that if she continued to speak to the staff in that manner, we may not be able to service her going forward, and will be deferring to her case managerSome backstory on our agencies history with the client as it is relevant to the two instances of service failure*** ***’s services are funded through the CT Homecare Program for Elders, and therefore, the caregivers provided to the client should be of primary needsThe state reimbursement rates only allow for a caregiver to be paid at minimum wage, and additionally, they do not get reimbursement for mileageBetween the months of July and September, separate caregivers requested to come off of *** ***’s assignment due to excessive transportation needs, as they found themselves taking her out of the days of service, and often, spending more in fuel than they were making in the hour shiftI feel the margin for schedule error, albeit on the caregiver’s part, is partly due to this reasonWhile it does not excuse the fact that the caregivers did not show up, and certainly there is room for improvement for office communication, it is also an out of the ordinary case, and typically, a schedule consisting of such few hours would not warrant such high turnover of staffI feel after my conversation with *** ***, client’s daughter, I was able to explain this side of the issues her mother had with serviceI apologized that this had to become her issue, as we strive to take the pressure off of the families of clients in providing quality careI assured her I would follow up with the office staff to review the areas that we can certainly take responsibility for and improve in, and sincerely apologize if there the manner in which the office dealt with this matter was at all unprofessionalAt Companions & Homemakers, we service a diverse population of clientele, and not every personality will be the same, and employees of the company are expected and trained in dealing with each person on an individual basisOn behalf of Companions & Homemakers, I wished *** *** well, and hoped she is now receiving the services she desiredSincerely, *** *** Regional Manager, Companions & Homemakers
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
*** ***
Complaint Information:
Tuesday, November 18, Re: Customer Complaint # *** *** *** Revdex.com, Manager, Marketplace Operations ** *** *** *** ** *** Dear *** *** ***- I am writing to you on behalf of Companions & Homemakers, Inc., in response to a “final notice” of complaint received by the Revdex.com (Revdex.com), and dated Wednesday November 12, Please be advised that this is the first correspondence received by Companions & Homemakers, and the recipient to which the correspondence was addressed (** *** ***) is no longer with our company to have received any previous correspondenceTherefore, we apologize for any delay in response and appreciate the notice, and having this concern brought to our attentionRegarding customer complaint (assigned #*** by Revdex.com), I was personally able to review the client file for *** ***, as well as speak directly to her daughter and person filing complaint, ***Client *** began services with us in March of via an access agency case manager referral being a participant of the Connecticut Homecare Program for Elders*** *** was to receive two days weekly for homemaking assistance within her residence, as well as hours once a week for assistance with errands an appointmentsRegarding complaint “they continuously do not show up to take her out grocery shopping”: In the months of service provided to *** ***, there were two occasions in which two separately assigned caregivers did not arrive for services as scheduledUpon prompt follow up at the time of each occurrence, both instances were determined to be caregiver error, and as a direct result, both employees are no longer employed by Companions & HomemakersOur agency has very high standards for the service provided to our clientele and the caregivers who provide said serviceWe have a zero tolerance policy for egregious behavior, especially unreliability when without good reason or the courtesy of notifying the office so supplemental care may be secured for the clientRegarding complaint that an office employee stated she would “arrange it so she never goes out” and was “threatening and intimidating an elderly person,” these claims have been researched to be unfounded and inaccurateIn speaking with complainant, Judith, she confirmed that she herself never spoke directly with the office, but that these allegations were told to her by her mother, our clientCompanions & Homemakers maintains very high standards of customer service, and part of our quality assurance is call monitoring via recorded phone calls, as well as documented notation of each callThe allegation referenced took place on September 24, 2014, and what actually occurred was that a caregiver arranged to work for *** *** ended up arriving without a vehicle to take her out inThere was a miscommunication regarding whether or not it was a day the client was scheduled to have transportation services, and this was admittedly a communication error on our partWhile the client did not typically receive transportation on this day, her caregiver from the earlier the week on the day she was to have transportation services did not show, as referenced above, and therefore, her errands should have been allowed on this day and a capable caregiver sent*** *** became understandably upset in this call, and spoke in an elevated and disrespectful manner to the office staffIt was never stated that it would be arranged where she never went out again, but instead, stated that if she continued to speak to the staff in that manner, we may not be able to service her going forward, and will be deferring to her case managerSome backstory on our agencies history with the client as it is relevant to the two instances of service failure*** ***’s services are funded through the CT Homecare Program for Elders, and therefore, the caregivers provided to the client should be of primary needsThe state reimbursement rates only allow for a caregiver to be paid at minimum wage, and additionally, they do not get reimbursement for mileageBetween the months of July and September, separate caregivers requested to come off of *** ***’s assignment due to excessive transportation needs, as they found themselves taking her out of the days of service, and often, spending more in fuel than they were making in the hour shiftI feel the margin for schedule error, albeit on the caregiver’s part, is partly due to this reasonWhile it does not excuse the fact that the caregivers did not show up, and certainly there is room for improvement for office communication, it is also an out of the ordinary case, and typically, a schedule consisting of such few hours would not warrant such high turnover of staffI feel after my conversation with *** ***, client’s daughter, I was able to explain this side of the issues her mother had with serviceI apologized that this had to become her issue, as we strive to take the pressure off of the families of clients in providing quality careI assured her I would follow up with the office staff to review the areas that we can certainly take responsibility for and improve in, and sincerely apologize if there the manner in which the office dealt with this matter was at all unprofessionalAt Companions & Homemakers, we service a diverse population of clientele, and not every personality will be the same, and employees of the company are expected and trained in dealing with each person on an individual basisOn behalf of Companions & Homemakers, I wished *** *** well, and hoped she is now receiving the services she desiredSincerely, *** *** Regional Manager, Companions & Homemakers
Complaint Information:
Tuesday, November 18, Re: Customer Complaint # *** *** *** Revdex.com, Manager, Marketplace Operations ** *** *** *** ** *** Dear *** ***
***- I am writing to you on behalf of Companions & Homemakers, Inc., in response to a “final notice” of complaint received by the Revdex.com (Revdex.com), and dated Wednesday November 12, Please be advised that this is the first correspondence received by Companions & Homemakers, and the recipient to which the correspondence was addressed (** *** ***) is no longer with our company to have received any previous correspondenceTherefore, we apologize for any delay in response and appreciate the notice, and having this concern brought to our attentionRegarding customer complaint (assigned #*** by Revdex.com), I was personally able to review the client file for *** ***, as well as speak directly to her daughter and person filing complaint, ***Client *** began services with us in March of via an access agency case manager referral being a participant of the Connecticut Homecare Program for Elders*** *** was to receive two days weekly for homemaking assistance within her residence, as well as hours once a week for assistance with errands an appointmentsRegarding complaint “they continuously do not show up to take her out grocery shopping”: In the months of service provided to *** ***, there were two occasions in which two separately assigned caregivers did not arrive for services as scheduledUpon prompt follow up at the time of each occurrence, both instances were determined to be caregiver error, and as a direct result, both employees are no longer employed by Companions & HomemakersOur agency has very high standards for the service provided to our clientele and the caregivers who provide said serviceWe have a zero tolerance policy for egregious behavior, especially unreliability when without good reason or the courtesy of notifying the office so supplemental care may be secured for the clientRegarding complaint that an office employee stated she would “arrange it so she never goes out” and was “threatening and intimidating an elderly person,” these claims have been researched to be unfounded and inaccurateIn speaking with complainant, Judith, she confirmed that she herself never spoke directly with the office, but that these allegations were told to her by her mother, our clientCompanions & Homemakers maintains very high standards of customer service, and part of our quality assurance is call monitoring via recorded phone calls, as well as documented notation of each callThe allegation referenced took place on September 24, 2014, and what actually occurred was that a caregiver arranged to work for *** *** ended up arriving without a vehicle to take her out inThere was a miscommunication regarding whether or not it was a day the client was scheduled to have transportation services, and this was admittedly a communication error on our partWhile the client did not typically receive transportation on this day, her caregiver from the earlier the week on the day she was to have transportation services did not show, as referenced above, and therefore, her errands should have been allowed on this day and a capable caregiver sent*** *** became understandably upset in this call, and spoke in an elevated and disrespectful manner to the office staffIt was never stated that it would be arranged where she never went out again, but instead, stated that if she continued to speak to the staff in that manner, we may not be able to service her going forward, and will be deferring to her case managerSome backstory on our agencies history with the client as it is relevant to the two instances of service failure*** ***’s services are funded through the CT Homecare Program for Elders, and therefore, the caregivers provided to the client should be of primary needsThe state reimbursement rates only allow for a caregiver to be paid at minimum wage, and additionally, they do not get reimbursement for mileageBetween the months of July and September, separate caregivers requested to come off of *** ***’s assignment due to excessive transportation needs, as they found themselves taking her out of the days of service, and often, spending more in fuel than they were making in the hour shiftI feel the margin for schedule error, albeit on the caregiver’s part, is partly due to this reasonWhile it does not excuse the fact that the caregivers did not show up, and certainly there is room for improvement for office communication, it is also an out of the ordinary case, and typically, a schedule consisting of such few hours would not warrant such high turnover of staffI feel after my conversation with *** ***, client’s daughter, I was able to explain this side of the issues her mother had with serviceI apologized that this had to become her issue, as we strive to take the pressure off of the families of clients in providing quality careI assured her I would follow up with the office staff to review the areas that we can certainly take responsibility for and improve in, and sincerely apologize if there the manner in which the office dealt with this matter was at all unprofessionalAt Companions & Homemakers, we service a diverse population of clientele, and not every personality will be the same, and employees of the company are expected and trained in dealing with each person on an individual basisOn behalf of Companions & Homemakers, I wished *** *** well, and hoped she is now receiving the services she desiredSincerely, *** *** Regional Manager, Companions & Homemakers
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
*** ***