Homewatch Caregivers of San Juan Capistrano

We started service for [redacted] June 12th [redacted] hired Homewatch CareGivers of San Juan Capistrano to provide supplemental hospice care for ***I signed a Service Agreement with ***, [redacted] is very clear and competentHe determines his own care and [redacted] was assisting him with detailsOur service was contracted between [redacted] and HWCG with [redacted] being a guarantor because [redacted] was mentally clear and competent [redacted] terminated our service with a very sincere apology because she had found a service that was less expensive and used Filipino caregivers, which [redacted] likedWe were never told of any inappropriate conduct at any time when service was terminated As usual we sent the invoice to the clientWe did not receive any payment or word from the client or [redacted] for a couple weeksI reached out with numerous phone calls that were never returnedSince [redacted] was our client I went over to see himYes, I went up to his room, told him that are services were over and would it be ok for him to write me a check [redacted] was always the client and the payee of chargesHe had the current caregiver and I look for his checkbookAt one point I said, " never mind ' I will come again later 'Then [redacted] was able to find his check and very willingly wrote a check for services rendered We never heard a word about inappropriate behavior until many weeks after our service was terminated and an invoice had been rendered to ***I definitely did not take any liberties with ***, as he is completely clear and coherentIt appears the clients daughter has access to ***' account and decided not to pay us for those servicesWe never heard anything about poor behaviors until weeks after the invoice was submitted for payment [redacted] had a clear opportunity to tell me when she terminated our service that inappropriate behaviors had taken place and that was why she was terminating usQuite the opposite, she as very grateful that we had responded extremely quickly to their needs when [redacted] was discharged and they had no one lined up for care We have never had a complaint before and were never informed that a caregiver had acted inappropriately by [redacted] until after the invoice was submittedShe never returned calls, didn't pay the invoice on a timely basis or call to discuss the service or payment I went over to [redacted] for payment before I had read her original letter to us complaining of the cgr's inappropriate behaviorIf there was inappropriate behavior, why did she continue to employ us when we were there for days straightNever a mention of anything wrong.Hospice service is very basic care because the client is generally bedboundMs [redacted] has been a caregiver for other clients before Mr***, so the statement about her only caring for her grandfather before is as well.Thank you for your timeAll our clients are extremely happy with usIt is very disappointing that Ms [redacted] has taken these steps when our service was more than adequate, [redacted] readily wrote us a check for services rendered and felt everything was fairWe did respond to [redacted] 's original letter to usIt is attached.Thank you, [redacted] Director of Client Services

Thank you for responding to to this complaint, as I told you in person and my letter it was never my intent to escalate it to this level, however since you apparently refuse to accept responsibility for your employees actions, which is the sole basis of the complaint and something you did not address at all, I will use this mechanism to obtain an adequate explanationFirst off, yes I stated that you and your employee were nice and you were, however that is not what your company was hired to doQuite frankly, I was so surprised that a caretaker in a hospice care environment would steal and consume alcoholic beverages while working, in addition to feeling it was appropriate to get in bed with my grandfather, that I wanted to be sure of what I was witnessing, prior to making any such accusationsBut as I confirmed after services were terminated with your company, from both the hospice nurse there at the time and my sister who both witnessed the same actions, I then decided to notify you of the situationI apologize that it took me a few days to get the letter written and sent, as I was still taking in the situation in addition to caring for my grandfather at night and working during the dayHowever, that is not the concern here, and is the only thing you seem to have responded toPlease explain why I(or anyone) should pay for someone who takes without asking, and consumes alcohol on the job, while supposedly performing the "very basic" tasks including climbing into bed with my grandfatherThat is the issue here, please address it Additionally, below are bullet point responses to your inaccurate comments: "I went over to [redacted] for payment before I had read her original letter to us complaining of the caregiver's inappropriate behavior." You had received it prior to coming into our house, it's not my fault you did not read it "Ms [redacted] has been a caregiver for other clients before Mr***, so the statement about her only caring for her grandfather before is as well." Ms [redacted] was the one who informed me that this was her first time providing these services, again confirmed with two other witnesses there at the time "He had the current caregiver and I look for his checkbookAt one point I said, " never mind ' I will come again later 'Then [redacted] was able to find his check and very willingly wrote a check" Although I don't think going into our house was appropriate, that's not what I have an issue withThe issue is that you wrote out the check to yourself, not my grandfather "I definitely did not take any liberties with ***, as he is completely clear and coherent." I have been living with and caring for my grandfather for years, and I know that he is having trouble remembering and performing daily activities, and I am not nor are you qualified to diagnose his mental condition, further he has now been deemed incapable of conducting his own affairs and an attorney in fact is now in effect

Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below Thank you for responding to this complaint, as I told you in person and in my letter it was never my intent to escalate it to this level, however since you have apparently refused to accept responsibility for your employees actions, which is the sole basis of the complaint and something you did not address at all, I will use this mechanism to obtain an adequate explanationFirst off, yes I stated that you and your employee were nice and you were, however that is not what your company was hired to doQuite frankly, I was so surprised that a caretaker in a hospice care environment would steal and consume alcoholic beverages while working, in addition to feeling it was appropriate to get in bed with my grandfather, that I wanted to be sure of what I was witnessing, prior to making any such accusationsBut as I confirmed after services were terminated with your company, from both the hospice nurse there at the time and my sister who both witnessed the same actions, I then decided to notify you of the situationI apologize that it took me a few days to get the letter written and sent, as I was still taking in the situation in addition to caring for my grandfather at night and working during the dayHowever, that is not the concern here, and is the only thing you seem to have responded toPlease explain why I(or anyone) should pay for someone who takes without asking, and consumes alcohol on the job, while supposedly performing the "very basic" tasks including climbing into bed with my grandfatherThat is the issue here, please address itAdditionally, below are bullet point responses to your inaccurate comments: "I went over to [redacted] for payment before I had read her original letter to us complaining of the caregiver's inappropriate behavior." You had received it prior to coming into our house, it's not my fault you did not read it"MsSmith has been a caregiver for other clients before Mr***, so the statement about her only caring for her grandfather before is as well." MsSmith was the one who informed me that this was her first time providing these services, again confirmed with two other witnesses there at the time"He had the current caregiver and I look for his checkbookAt one point I said, " never mind ' I will come again later 'Then [redacted] was able to find his check and very willingly wrote a check" Although I don't think going into our house was appropriate, that's not what I have an issue withThe issue is that you wrote out the check to yourself, not my grandfather"I definitely did not take any liberties with ***, as he is completely clear and coherent." I have been living with and caring for my grandfather for years, and I know that he is having trouble remembering and performing daily activities, and I am not nor are you qualified to diagnose his mental condition, further he has now been deemed incapable of conducting his own affairs and an attorney in fact is now in effect.? Regards, [redacted] ***

Dear ***, Please understand that I take full responsibility for not delivering great care to your father and yourselfMy fault and I take full responsibility and feel very bad personally that I let you downLet me address you points as best I can.Michelle has been held accountable for her actionsShe was never trained to act as she didI was surprised , to say the least when she recounted her actions, as I always checkI called you and asked if her behavior was ok and I think you were surprised at the time also and said it was okBut I am thinking you didn't ***ly feel that wayUnderstandableHowever, as I emphasized with you , please tell me if there are ever any problems with the caregiver and it wasn't until I actually read your letter that I discovered how unhappy you wereAgain understandable, but if you'd just told me after the first day, or at any time, I could have remedied the situationYou never mentioned anything about alcohol consumption until weeks after service ended and we were trying to get the invoice paid, not knowing at that time you were unhappyEven the day you terminated our services you thanked meSo I apologize again, but I simply didn't knowHad I know, I would have taken immediate action The day I came and got the check, *** was very clear and coherentI asked if it was ok to write me a check for our services*** said okHe had us look for his checkbook, we couldn't find it , so I said to him, I would come back another timeAgain, I didn't know you were unhappy with us at that time***, had us look all over, we finally found his checks and he began to write the checkI asked him if he wanted me to fill it out for him as it made it easier for ***Then he signed itI was trying to help not be devious. My first wish is that you would have informed me immediately if you were dissatisfied with our cgr. My second wish is to say that I am very sorry we didn't exceed your expectations ***, as that is always my first goal. Michelle has had a number of other caregiving jobs with us, however this was her first job as hospice supportThat is what I think she trying to communicate to you So my most sincere apologies *** to you and ***I take pride in providing excellent care for all our clients, and I take full responsibility for not meeting those standards with you and ***I wish you the very very best in all that you do and if I can ever help in any way it would be a privilege. All the very very best ***, and the best to *** as well,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for responding to this complaint, as I told you in person and in my letter it was never my intent to escalate it to this level, however since you have apparently refused to accept responsibility for your employees actions, which is the sole basis of the complaint and something you did not address at all, I will use this mechanism to obtain an adequate explanationFirst off, yes I stated that you and your employee were nice and you were, however that is not what your company was hired to doQuite frankly, I was so surprised that a caretaker in a hospice care environment would steal and consume alcoholic beverages while working, in addition to feeling it was appropriate to get in bed with my grandfather, that I wanted to be sure of what I was witnessing, prior to making any such accusationsBut as I confirmed after services were terminated with your company, from both the hospice nurse there at the time and my sister who both witnessed the same actions, I then decided to notify you of the situationI apologize that it took me a few days to get the letter written and sent, as I was still taking in the situation in addition to caring for my grandfather at night and working during the dayHowever, that is not the concern here, and is the only thing you seem to have responded toPlease explain why I(or anyone) should pay for someone who takes without asking, and consumes alcohol on the job, while supposedly performing the "very basic" tasks including climbing into bed with my grandfatherThat is the issue here, please address itAdditionally, below are bullet point responses to your inaccurate comments: "I went over to *** for payment before I had read her original letter to us complaining of the caregiver's inappropriate behavior." You had received it prior to coming into our house, it's not my fault you did not read it"MsSmith has been a caregiver for other clients before Mr***, so the statement about her only caring for her grandfather before is as well." MsSmith was the one who informed me that this was her first time providing these services, again confirmed with two other witnesses there at the time"He had the current caregiver and I look for his checkbookAt one point I said, " never mind ' I will come again later 'Then *** was able to find his check and very willingly wrote a check" Although I don't think going into our house was appropriate, that's not what I have an issue withThe issue is that you wrote out the check to yourself, not my grandfather"I definitely did not take any liberties with ***, as he is completely clear and coherent." I have been living with and caring for my grandfather for years, and I know that he is having trouble remembering and performing daily activities, and I am not nor are you qualified to diagnose his mental condition, further he has now been deemed incapable of conducting his own affairs and an attorney in fact is now in effect.
Regards,
*** ***

Thank you for responding to to this complaint, as I told you in person and my letter it was never my intent to escalate it to this level, however since you apparently refuse to accept responsibility for your employees actions, which is the sole basis of the complaint and something you did not address at all, I will use this mechanism to obtain an adequate explanationFirst off, yes I stated that you and your employee were nice and you were, however that is not what your company was hired to doQuite frankly, I was so surprised that a caretaker in a hospice care environment would steal and consume alcoholic beverages while working, in addition to feeling it was appropriate to get in bed with my grandfather, that I wanted to be sure of what I was witnessing, prior to making any such accusationsBut as I confirmed after services were terminated with your company, from both the hospice nurse there at the time and my sister who both witnessed the same actions, I then decided to notify you of the situationI apologize that it took me a few days to get the letter written and sent, as I was still taking in the situation in addition to caring for my grandfather at night and working during the dayHowever, that is not the concern here, and is the only thing you seem to have responded toPlease explain why I(or anyone) should pay for someone who takes without asking, and consumes alcohol on the job, while supposedly performing the "very basic" tasks including climbing into bed with my grandfatherThat is the issue here, please address it
Additionally, below are bullet point responses to your inaccurate comments:
"I went over to *** for payment before I had read her original letter to us complaining of the caregiver's inappropriate behavior."
You had received it prior to coming into our house, it's not my fault you did not read it
"Ms*** has been a caregiver for other clients before Mr***, so the statement about her only caring for her grandfather before is as well."
Ms*** was the one who informed me that this was her first time providing these services, again confirmed with two other witnesses there at the time
"He had the current caregiver and I look for his checkbookAt one point I said, " never mind ' I will come again later 'Then *** was able to find his check and very willingly wrote a check"
Although I don't think going into our house was appropriate, that's not what I have an issue withThe issue is that you wrote out the check to yourself, not my grandfather
"I definitely did not take any liberties with ***, as he is completely clear and coherent."
I have been living with and caring for my grandfather for years, and I know that he is having trouble remembering and performing daily activities, and I am not nor are you qualified to diagnose his mental condition, further he has now been deemed incapable of conducting his own affairs and an attorney in fact is now in effect

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
Thank you for responding to this complaint, as I told you in person and in my letter it was never my intent to escalate it to this level, however since you have apparently refused to accept responsibility for your employees actions, which is the sole basis of the complaint and something you did not address at all, I will use this mechanism to obtain an adequate explanationFirst off, yes I stated that you and your employee were nice and you were, however that is not what your company was hired to doQuite frankly, I was so surprised that a caretaker in a hospice care environment would steal and consume alcoholic beverages while working, in addition to feeling it was appropriate to get in bed with my grandfather, that I wanted to be sure of what I was witnessing, prior to making any such accusationsBut as I confirmed after services were terminated with your company, from both the hospice nurse there at the time and my sister who both witnessed the same actions, I then decided to notify you of the situationI apologize that it took me a few days to get the letter written and sent, as I was still taking in the situation in addition to caring for my grandfather at night and working during the dayHowever, that is not the concern here, and is the only thing you seem to have responded toPlease explain why I(or anyone) should pay for someone who takes without asking, and consumes alcohol on the job, while supposedly performing the "very basic" tasks including climbing into bed with my grandfatherThat is the issue here, please address itAdditionally, below are bullet point responses to your inaccurate comments: "I went over to *** for payment before I had read her original letter to us complaining of the caregiver's inappropriate behavior." You had received it prior to coming into our house, it's not my fault you did not read it"MsSmith has been a caregiver for other clients before Mr***, so the statement about her only caring for her grandfather before is as well." MsSmith was the one who informed me that this was her first time providing these services, again confirmed with two other witnesses there at the time"He had the current caregiver and I look for his checkbookAt one point I said, " never mind ' I will come again later 'Then *** was able to find his check and very willingly wrote a check" Although I don't think going into our house was appropriate, that's not what I have an issue withThe issue is that you wrote out the check to yourself, not my grandfather"I definitely did not take any liberties with ***, as he is completely clear and coherent." I have been living with and caring for my grandfather for years, and I know that he is having trouble remembering and performing daily activities, and I am not nor are you qualified to diagnose his mental condition, further he has now been deemed incapable of conducting his own affairs and an attorney in fact is now in effect.?
Regards,
*** ***

We started service for *** *** June 12th*** *** hired Homewatch CareGivers of San Juan Capistrano to provide supplemental hospice care for ***I signed a Service Agreement with ***, *** is very clear and competentHe determines his own care and *** was assisting him with detailsOur
service was contracted between *** *** and HWCG with *** *** being a guarantor because *** was mentally clear and competent.? ? *** terminated our service with a very sincere apology because she had found a service that was less expensive and used Filipino caregivers, which *** likedWe were never told of any inappropriate conduct at any time when service was terminated.? As usual we sent the invoice to the clientWe did not receive any payment or word from the client or *** *** for a couple weeksI reached out with numerous phone calls that were never returnedSince *** was our client I went over to see himYes, I went up to his room, told him that are services were over and would it be ok for him to write me a check*** was always the client and the payee of chargesHe had the current caregiver and I look for his checkbookAt one point I said, " never mind ' I will come again later 'Then *** was able to find his check and very willingly wrote a check for services rendered.? We never heard a word about inappropriate behavior until many weeks after our service was terminated and an invoice had been rendered to ***I definitely did not take any liberties with ***, as he is completely clear and coherentIt appears the clients daughter has access to ***' account and decided not to pay us for those servicesWe never heard anything about poor behaviors until weeks after the invoice was submitted for payment*** had a clear opportunity to tell me when she terminated our service that inappropriate behaviors had taken place and that was why she was terminating usQuite the opposite, she as very grateful that we had responded extremely quickly to their needs when *** was discharged and they had no one lined up for care.? We have never had a complaint before and were never informed that a caregiver had acted inappropriately by *** until after the invoice was submittedShe never returned calls, didn't pay the invoice on a timely basis or call to discuss the service or payment.? I went over to *** for payment before I had read her original letter to us complaining of the cgr's inappropriate behaviorIf there was inappropriate behavior, why did she continue to employ us when we were there for days straightNever a mention of anything wrong.Hospice service is very basic care because the client is generally bedboundMs*** has been a caregiver for other clients before Mr***, so the statement about her only caring for her grandfather before is as well.Thank you for your timeAll our clients are extremely happy with usIt is very disappointing that Ms*** has taken these steps when our service was more than adequate, *** readily wrote us a check for services rendered and felt everything was fairWe did respond to ***'s original letter to usIt is attached.Thank you,*** ***Director of Client Services

Dear [redacted],  Please understand that I take full responsibility for not delivering great care to your father and yourself. My fault and I take full responsibility and feel very bad personally that I let you down. Let me address you points as best I can.Michelle has been held accountable for her actions. She was never trained to act as she did. I was surprised , to say the least when she recounted her actions, as I always check. I called you and asked if her behavior was ok and I think you were surprised at the time also and said it was ok. But I am thinking you didn't [redacted]ly feel that way. Understandable. However, as I emphasized with you , please tell me if there are ever any problems with the caregiver and it wasn't until I actually read your letter that I discovered how unhappy you were. Again understandable, but if you'd just told me after the first day, or at any time, I could have remedied the situation. You never mentioned anything about alcohol consumption until weeks after service ended and we were trying to get the invoice paid, not knowing at that time you were unhappy. Even the day you terminated our services you thanked me. So I apologize again, but I simply didn't know. Had I know, I would have taken immediate action. The day I came and got the check, [redacted] was very clear and coherent. I asked if it was ok to write me a check for our services. [redacted] said ok. He had us look for his checkbook, we couldn't find it , so I said to him, I would come back another time. Again, I didn't know you were unhappy with us at that time. [redacted], had us look all over, we finally found his checks and he began to write the check. I asked him if he wanted me to fill it out for him as it made it easier for [redacted]. Then he signed it. I was trying to help not be devious.   My first wish is that you would have informed me immediately if you were dissatisfied with our cgr.  My second wish is to say that I am very sorry we didn't exceed your expectations [redacted], as that is always my first goal.  Michelle has had a number of other caregiving jobs with us, however this was her first job as hospice support. That is what I think she trying to communicate to you.   So my most sincere apologies [redacted] to you and [redacted]. I take pride in providing excellent care for all our clients, and I take full responsibility for not meeting those standards with you and [redacted]. I wish you the very very best in all that you do and if I can ever help in any way it would be a privilege. All the very very best [redacted], and the best to [redacted] as well,[redacted]

Thank you for responding to to this complaint, as I told you in person and my letter it was never my intent to escalate it to this level, however since you apparently refuse to accept responsibility for your employees actions, which is the sole basis of the complaint and something you did not address at all, I will use this mechanism to obtain an adequate explanation. First off, yes I stated that you and your employee were nice and you were, however that is not what your company was hired to do. Quite frankly, I was so surprised that a caretaker in a hospice care environment would steal and consume alcoholic beverages while working, in addition to feeling it was appropriate to get in bed with my grandfather, that I wanted to be sure of what I was witnessing, prior to making any such accusations. But as I confirmed after services were terminated with your company, from both the hospice nurse there at the time and my sister who both witnessed the same actions, I then decided to notify you of the situation. I apologize that it took me a few days to get the letter written and sent, as I was still taking in the situation in addition to caring for my grandfather at night and working during the day. However, that is not the concern here, and is the only thing you seem to have responded to. Please explain why I(or anyone) should pay for someone who takes without asking, and consumes alcohol on the job, while supposedly performing the "very basic" tasks including climbing into bed with my grandfather. That is the issue here, please address it.
Additionally, below are bullet point responses to your inaccurate comments:
"I went over to [redacted] for payment before I had read her original letter to us complaining of the caregiver's inappropriate behavior."
You had received it prior to coming into our house, it's not my fault you did not read it.
"Ms. [redacted] has been a caregiver for 2 other clients before Mr. [redacted], so the statement about her only caring for her grandfather before is false as well."
Ms. [redacted] was the one who informed me that this was her first time providing these services, again confirmed with two other witnesses there at the time.
"He had the current caregiver and I look for his checkbook. At one point I said, " never mind ' I will come again later '. Then [redacted] was able to find his check and very willingly wrote a check"
Although I don't think going into our house was appropriate, that's not what I have an issue with. The issue is that you wrote out the check to yourself, not my grandfather.
"I definitely did not take any liberties with [redacted], as he is completely clear and coherent."
I have been living with and caring for my grandfather for 10 years, and I know that he is having trouble remembering and performing normal daily activities, and I am not nor are you qualified to diagnose his mental condition, further he has now been deemed incapable of conducting his own affairs and an attorney in fact is now in effect.

We started service for [redacted] June 12th. [redacted] hired Homewatch CareGivers of San Juan Capistrano to provide supplemental hospice care for [redacted]. I signed a Service Agreement with [redacted], [redacted] is very clear and competent. He determines his own care and [redacted] was assisting him with details. Our...

service was contracted between [redacted] and HWCG with [redacted] being a guarantor because [redacted] was mentally clear and competent.   [redacted] terminated our service with a very sincere apology because she had found a service that was less expensive and used Filipino caregivers, which [redacted] liked. We were never told of any inappropriate conduct at any time when service was terminated.  As usual we sent the invoice to the client. We did not receive any payment or word from the client or [redacted] for a couple weeks. I reached out with numerous phone calls that were never returned. Since [redacted] was our client I went over to see him. Yes, I went up to his room, told him that are services were over and would it be ok for him to write me a check. [redacted] was always the client and the payee of charges. He had the current caregiver and I look for his checkbook. At one point I said, " never mind ' I will come again later '. Then [redacted] was able to find his check and very willingly wrote a check for services rendered.  We never heard a word about inappropriate behavior until many weeks after our service was terminated and an invoice had been rendered to [redacted]. I definitely did not take any liberties with [redacted], as he is completely clear and coherent. It appears the clients daughter has access to [redacted]' account and decided not to pay us for those services. We never heard anything about poor behaviors until weeks after the invoice was submitted for payment. [redacted] had a clear opportunity to tell me when she terminated our service that inappropriate behaviors had taken place and that was why she was terminating us. Quite the opposite, she as very grateful that we had responded extremely quickly to their needs when [redacted] was discharged and they had no one lined up for care.  We have never had a complaint before and were never informed that a caregiver had acted inappropriately by [redacted] until after the invoice was submitted. She never returned calls, didn't pay the invoice on a timely basis or call to discuss the service or payment.  I went over to [redacted] for payment before I had read her original letter to us complaining of the cgr's inappropriate behavior. If there was inappropriate behavior, why did she continue to employ us when we were there for 5 days straight. Never a mention of anything wrong.Hospice service is very basic care because the client is generally bedbound. Ms. [redacted] has been a caregiver for 2 other clients before Mr. [redacted], so the statement about her only caring for her grandfather before is false as well.Thank you for your time. All our clients are extremely happy with us. It is very disappointing that Ms. [redacted] has taken these steps when our service was more than adequate, [redacted] readily wrote us a check for services rendered and felt everything was fair. We did respond to [redacted]'s original letter to us. It is attached.Thank you,[redacted]Director of Client Services