Eddie Hampton Rentals

In response to your letter about our customer's additional concerns, below is my response.I first want to offer my sincere condolences to the family on their lossIn this time of dealing with the loss of a loved one, I appreciate the family taking the time to provide input about their experience with Optum Palliative and Hospice Care.In connection with this patient, I reviewed all of the documentation, including our clinical and other notes and documentation from the DME providerI also interviewed the personnel involved, and performed a root cause analysisMy review indicated that the Optum Team responded appropriately to the needs of the patient and his family based on the information that was communicated with our staffWe of course understand that the patient's family does not agree, and we are sorry for that and their experience.Optum Palliative and Hospice Care strives to ensure that the Patient and Family needs are metWe take all feedback and concerns very seriously as this enables us to continue to identify opportunities for improvement.We will continue to monitor for ways to improve our care delivery,If there are any other questions or concerns, please do not hesitate to contact me.My best,

In response to the above referenced complaint I am providing information gathered from the various staff involved with the care of the patient.The patient was referred to Optum Palliative and Hospice Care (OPHC) by the case manager from Inova Alexandria Hospital for Hospice Care.Our RN Clinical
Liaison provided information to the patient's family at the request of the family, Our Palliative Nurse Practitioner was also presentThe information session provided an explanation of the hospice Medicare benefit, hospice eligibility criteria as defined by Medicare, and services that would be available from OPHCAt this time we also provided supportive detailed Optum brochuresThe hospice benefit is set up to be inclusive of the family as primary caregiversAt the conclusion of the session, family members provided informed consent and signed a hospice notice of election.At time of the admission assessment, there was discussion of continuous care as one of the levels of care available through hospice if the patient’s condition warrants, but that the medical director and nurse determined that the patient's clinical status did not require a higher level of care at this time,Hospice is a Medicare Part A benefit which provides symptom management, medication and DME services to manage issues related to the terminal diagnosisVisits from clinicians are determined by the clinical status of the patient at any given point in timeOPHC provides 24/on-call telephone service to answer and triage calls for all patients and families needing to address immediate concerns.Upon discovery of squashed bug in the bed, the Hospice RN in the home spoke with all family present who concluded said bug was a tick and not a bed bugThe Hospice RN immediately notified the QPHC Clinical Service Manager who in turn notified the DME service to provide a new bed as soon as possible,The DME Company immediately had an inspection conducted at both of their storage facilitiesEach facility was inspected by an independent inspector using a K-assist and there were no K-alerts and no evidence of bed bugs, Upon delivery of the new bed from our DME partner, our Clinical Service Manager also notified our partner in the community - non- emergency EMS for safe transfer of the patient to the new bed.If there are any other questions or concerns, please do not hesitate to contact me,My best,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because it is blatantly untrue We had five family members present when the first bed bug appeared The nurse stated that it was not a bed bug, and left the house Multiple bugs continued to appear on the bed, and we kept picking them up off of our dying Father The were full of blood when we squashed them My sister called Optum Health Care and they said they could not help us She asked to speak to a manager and they said one would call back In the meantime, because of the late hour and the fact that the bedbugs were still crawling out from wherever they were hiding onto my dying Father, I called the bed company and spoke with a woman named Nora After I emailed her a photo of one of the bed bugs, she immediately agreed to send a new bed I called the Fire Department to ask them if they could help lift my DadThen I got a call from Danny at the bed company, Joerns, who told me he was in Fairfax, would be sanitizing the new bed, and would be on his way and at the house by 9:pm.After all of this transpired, my sister spoke with the Optum manager who agreed to get a new bed at that point She said one would be coming from Maryland and would be at the house by 11: But I already had one arranged When I called Danny to make sure there weren't two beds coming, he told me that they hadn't heard from anyone else about a bed replacement The nurse never called the Fire Department because she was not at the house to know when the bed arrived or when the Fire Department was needed I am sure they keep phone records.The next day, my sister spoke with the nurse who, when confronted by her lack of response on this bedbug issue, did not deny it In the meantime, there are still bedbugs at my parents' house My Mom has been bitten, and the house is being fumigated *** has confirmed that the multiple bugs we took off my Dad and the hospital bed, and stored in a secure container, are bedbugs
Regards,
*** ***

In response to your letter about our customer's additional concerns, below is my response.I first want to offer my sincere condolences to the family on their loss. In this time of dealing with the loss of a loved one, I appreciate the family taking the time to provide input about their experience with Optum Palliative and Hospice Care.In connection with this patient, I reviewed all of the documentation, including our clinical and other notes and documentation from the DME provider. I also interviewed the personnel involved, and performed a root cause analysis. My review indicated that the Optum Team responded appropriately to the needs of the patient and his family based on the information that was communicated with our staff. We of course understand that the patient's family does not agree, and we are sorry for that and their experience.Optum Palliative and Hospice Care strives to ensure that the Patient and Family needs are met. We take all feedback and concerns very seriously as this enables us to continue to identify opportunities for improvement.We will continue to monitor for ways to improve our care delivery,If there are any other questions or concerns, please do not hesitate to contact me.My best,