Helping Hearts Consumer Drctv

I am writing this letter in response to complaint ID [redacted] that was submitted on 9/26/2017.At Helping Hearts in Home Services, LLC., we believe all our clients are special and deserve the most excellent care We disagree with the client's complaint, and have a slightly different point of view Our agency began servicing this particular client on September 5, His services included a Basic Aide five days a week and a weekly Nurse visit to set up his medications When the client was contacted to see how his services were going, he stated that he was very pleased thus far and had no complaints On September 14, the client was scheduled to have a nurse to come out at four o'clock to his home to set up his medications Due to unforeseen circumstances, the nurse was running no more than minutes late The Director notified the client that the nurse was running late and explained to him that she was stuck in traffic but still in route During the call, the Director also apologized continuously for the nurse's tardiness and reassured him that his medications would like to discontinue his services with our agency and that when the nurse arrived he would not be letting her into his home nor would he be letting the Aide in the following day The next day the client was contacted again in efforts to try and resolve the issue and get his medications set up and personal care task completed However, he still denied services As a result, our agency was forced to send him out a letter stating that because of his refusal we would no longer be able to service him The letter also stated that we felt that it would be in our best interest not to send out any more Aides to his home given that he told his former Aide that he hated that he ever met her.Thank you for allowing us to present a response to the client's complaint

I am writing this letter in response to complaint ID [redacted] that was submitted on 9/26/2017.At Helping Hearts in Home Services, LLC., we believe all our clients are special and deserve the most excellent care.  We disagree with the client's complaint, and have a slightly different point of...

view.  Our agency began servicing this particular client on September 5, 2017.  His services included a Basic Aide five days a week and a weekly Nurse visit to set up his medications.  When the client was contacted to see how his services were going, he stated that he was very pleased thus far and had no complaints.  On September 14, 2017 the client was scheduled to have a nurse to come out at four o'clock to his home to set up his medications.  Due to unforeseen circumstances, the nurse was running no more than 15 minutes late.  The Director notified the client that the nurse was running late and explained to him that she was stuck in traffic but still in route.  During the call, the Director also apologized continuously for the nurse's tardiness and reassured him that his medications would like to discontinue his services with our agency and that when the nurse arrived he would not be letting her into his home nor would he be letting the Aide in the following day.  The next day the client was contacted again in efforts to try and resolve the issue and get his medications set up and personal care task completed.  However, he still denied services.  As a result, our agency was forced to send him out a letter stating that because of his refusal we would no longer be able to service him.  The letter also stated that we felt that it would be in our best interest not to send out any more Aides to his home given that he told his former Aide that he hated that he ever met her.Thank you for allowing us to present a response to the client's complaint.