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Health Aid of Ohio, Inc.

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Health Aid of Ohio, Inc. Reviews (3)

HEALTH AID OF OHIO *** *** Revdex.com Euclid Ave., 4th floor Cleveland, Ohio 44115-RE: *** *** Complaint Dear Ms***: In reply to Mr***'s request to return a custom complex wheelchair, this was a custom wheelchair measured and built specifically for single
patient use as directed by his physicianHealth Aid of Ohio provided clear explanation upfront to Mr*** that once built, the wheelchair would not be returnableMr.*** received the chair on June 19, and this is a custom complex wheelchairThis custom complex wheelchair was ordered by his physician in concurrence with the evaluation completed by his Physical TherapistMr*** also received an advanced determination for medical necessity from MedicareMr*** was educated on the proper care and usage, provided a return demonstration and he was comfortable operating the wheelchairMr*** was evaluated for the custom equipment; measured for the custom equipment; trialed in a power wheelchair and demonstrated the ability to effectively and safely use the custom equipmentOn three separate occasions, *** *** signed the Client Information Checklist with the full knowledge that the complex custom equipment was not returnableSee attached policy Mr*** was accurately measured and properly fitted in the chairBecause custom chairs are fitted to the patient we went out again on July 21, and completed a final fitOur Senior Rehab Technician went over the entire wheelchairOnce again Mr*** demonstrated he was able to properly operate the chairAt that time the ***'s were pleased and very excited about the chairMrs*** called the morning a payment was due indicating she did not want to make monthly payments and she wanted the chair picked upShe did not like it, felt it was difficult to work with; the depth was off; she couldn't get the chair under the tableWe scheduled Ed P*** our Senior Rehab Technician and Lisa N***, LPN, ATP the certified seating specialist make any necessary adjustmentsThe ***'s refused to let them into their home, left the custom wheelchair on the front porch and gave them a letter demanding pick up and reimbursementWhile we are willing to continue to work with the Trinic’s to overcome any concerns they may have, we are unable to take back a custom complex wheelchair.Sincerely, Mike B***operations Manager

From: *** *** Complaint ID ***Dear Ms***,Thank you for continuing to work with us on this case First I want to say that we have additional information that could be helpful to this case*** is receiving physical therapy at home since December 7th Part of this therapy was to evaluate his ability to navigate power wheel chair in question. Cleveland Clinic's Physical Therapist MrDan M*** was working with ***His findings are that *** has difficulties navigating the chair; he is bumping into furniture; transfrers to and from chair are difficult as well. Today MsNadia Buskey, Physical Therapy Case Manager told us that we do not have access to the notes (from home therapy) however notes can be released to you (Revdex.com) by contacting Cleveland Clinic Home Care at 4663. In response to the Health Aid of Ohio, we disagree on some parts with the business’ representation of what occurred.Part 1: "Mr*** was evaluated for the custom equipment; measured for the custom equipment; trialed in a power wheelchair and demonstrated the ability to effectively and safelyuse the custom equipment." Mr*** *** (my husband) was evaluated for custom equipment and and his ability to navigate the chair"...demonstrated the ability to effectively and safely" was performed in approximately 5-min (at Lakewood Hospital) under the close supervision and assistance of the Lakewood Hospital Occupational Therapist and Health Aid of Ohio representative.Part 2: "On three separate occasions, *** *** signed the Client Information Checklist with the full knowledge that the complex custom equipment was not returnableSee attached policy" We (my husband and my self) were asked to sign multiple papers but it was never specifically brought to our attention that chair is not returnablePart 3: "...Once again Mr*** demonstrated he was able to properly operate the chair For about a month we were working at home on wheel chair navigation and transfers and it was not getting better*** needed constant supervision since he was bumping into objects inside the house as well as outdoors; even with the chair adjusted for the lowest possible speedOn the July 21st after the chair adjustment, *** has demonstrated his ability to drive the chair under close supervision of the technicianAs for the statement "At that time the ***'s were pleased and very excited about the chair", wewere pleased with the technician's service (very professional); but to say the we were vey excited is an overstatement.Part 4: "Mrs*** called the morning a payment was due indicating she did not want to make monthly payments and she wanted the chair picked up." The fact that I called on the day of the monthly payment was accidental, I was not even aware that payment was due on that day since it was scheduled for automatic deduction at the beginning of the monthTo me it was reasonable to cancel the payment since *** did not show the ability to adjust to the chair(We are still making regular payments despite the fact that our account number for payments has changed and I had to call HAO financial department to provide them with a new credit card information). "She did not like it, felt it was difficult to work with; the depth was off; she couldn't get the chair under the table." I never said the I "did not like the chair", chair is well built but it does not fit ***'s needsFor *** it was very difficult to work with it, and he kept bumping into objects around himIn his daily routine of having meals, using the restroom or going to bed, *** needed assistance to be transferred to a manual wheel chair in order to accomplish those tasks"We scheduled Ed P*** our Senior Rehab Technician and Lisa N***, LPN, ATP the certified seating specialist make any necessary adjustmentsThe ***'s refused to let them into their home, left the custom wheelchair on the front porch and gave them a letter demanding pick up and reimbursement." I called MsLisa N*** on August 3rd asking for chair returnShe told me that she cannot make that decision and will call me back with information regarding the sameOn the same day MsErica Paterson called us in the afternoon letting us know that MrP*** is scheduled for August 12th at 10:am to pick up the chair and MsN*** wants to come with himI told her that MsN*** is welcome as long as they are coming to pithe chair. MsPaterson’s response was “Got itGot it, got it…”. From our conversation I was under impression that MsN*** is coming to pick up the chairI wrote a Thank You letter and left it with my daughter since I was at work on that morningOur daughter opened the front porch for them (therefore they were not refused access to our home) showed them where the chair was and gave them the letterAgain it was a Thank You letter (for returning the chair) and not a demanding letter. Sincerely,*** and *** ***

12/23/2015 Revdex.com 2800 Euclid Ave., 4th Floor Cleveland, OH 44115-2408 Case IIDi/ [redacted] To Whom It May Concern, The purpose of this letter is to respond to the customer compliant regarding the return of the custom power wheelchair dispensed on 6/19/2015. Please consider the following information in reviewing the compliant: • A client consent form was given to the customer on three different occasions explaining that custom equipment is not returnable. This document was signed on 10/16/2014, 6/19/2015 and 7/21/2015. The return policy specifically states that "custom items may not be returned ". We disagree with the customer's statement that information regarding the return policy was never provided. ( please see attached signed client consent forms ) Overall the customer's complaint also includes concerns regarding the proper fit of the wheelchair. Health Aid of Ohio dispensed this equipment based on recommendations from the therapist and prescribing physician. The specific wheelchair requirements including the size and specifications were ordered by his physician as documented in the customers medical records. The total time spent on the wheelchair evaluation was 135 minutes which is also documented in the customers medical records. • 10/16/2014 — customer evaluated by Lisa N[redacted] and the physical therapist ; Gloria Morin • 4/10/2015 — wheelchair trial completed during appointment with therapist • 6/19/2015- wheelchair delivered, fitted and instructed on the use of equipment. No additional notes were made on the delivery paperwork by the technician or customer that the chair was inappropriate. 1 hour and 32 minutes were spent at the customer's home per the GPS tracking report, not the small amount of time the customer referenced. • 7/21/2015 — additional visit made to the customers home to adjust the seat depth, make programming changes to the joystick and adjust the headrest. No additional notes made by the technician or customer that the chair was inappropriate. • 8/12/2015 — in person attempt made by Health Aid of Ohio to evaluate the customers concerns and the customer refused any additional modifications. Health Aid of Ohio has made multiple attempts to make adjustments to the customer's wheelchair and disagree with the customer's complaints regarding the education and fitting of the wheelchair. As you can see from the attached medical records multiple clinicians including a physical therapist and physician were involved with the selection. Each time we visited the customer's home the customer signed the technician's paperwork and did not note any dissatisfaction, discomfort or inability to operate the wheelchair. If the customer requires further assistance or additional adjustments we would be happy to make additional visits to the customer's home. If I can be of any further assistance regarding this matter please feel free to contact me at 216-252-3900 Ext. 241. Mike B[redacted]Operations Manager

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Address: 5230 Hauserman Rd, Parma, Ohio, United States, 44130-1224

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