Concierge Care Advisors

[redacted] is employed as a Senior Advisor at Concierge Care Advisors, and has been since 9/26/2016.   [redacted] is one of our best and most respected as well as trusted Advisors in the community, and has never before received a complaint.    The family ([redacted]...

[redacted] are two daughters of client [redacted]) was referred to [redacted] by Evergreen Hospice in Kirkland for assistance in finding [redacted] a suitable care residence. [redacted] has a trusted relationship with Evergreen, and her previous employment experience is also in hospice.   [redacted] states that after performing an intake with the family, we identified two homes as potentially meeting the criteria set out by the family.  [redacted] states that she toured with this family on 12/18 and that she did discuss the financial criteria with both of the homes and with the family prior to touring the homes personally with them.   The rate that was provided to us by the family was $7,500 per month for four months, and that if the client had not passed away from complications due to pancreatic cancer, the family would apply for Medicaid (the medical prognosis is for 3 months).  The home, [redacted], was given the stated rate and agreed to it when presented with it.   The room the family chose at [redacted] was occupied with the former resident’s furniture until 12/31/17.  [redacted] did offer to show the family other homes, but they chose to pay privately at the Evergreen Hospice Unit until that large master suite was available on 1/1/2018. Prior to the client moving in, [redacted] did reach out to the family to let them know that they needed to contact the owner of the AFH to complete the home’s contract. [redacted] said that she would. It is the responsibility of the client and the owner of the AFH home to review the financial agreement PRIOIR to the client signing the contract and moving in. It was only AFTER the client moved in that the family said the owner told them she no longer had a Medicaid contract. It was at that time that [redacted] called to complain.    We would point out that the complaint states that there is a disputed amount of $7,500.00 and she would like a billing adjustment. We have always been a free service to the seniors and their loved ones. At no point has she received an invoice for $7,500 or any other amount from us.   It would appear that this complaint should be directed to the [redacted], as they are responsible for the contract between a family and their home. That said, we do communicate with both parties prior to touring in order to make sure that we are finding a home that meets both the family’s financial criteria as well as that of the [redacted], and not wasting everyone’s time.  [redacted] did do that; however, it appears that the family did not sign a contract with the home prior to moving in, or discuss final financial terms.  When [redacted] called to prequalify the [redacted], she was told by the owner that they would accept Medicaid after 4 months.   If you need any further information, or documentation with regard to this referral, please do contact us and we are happy to provide it.     Kind Regards, Heather