Hospice Of Kona

I am complete agreement that the phone in question was somehow damaged while [redacted] 's mother was under hospice care at our hospice residential home [redacted] and I first spoke on Monday May 9th He informed me that the phone was under warrantee and we discussed the replacement cost being between one to two hundred dollars I informed him that I had not yet investigated how the phone was damaged and that I needed to follow through with an investigation that could take some time I advised him to start the process to have the phone replaced as time was sensitive and to forward the receipt to me via email The following day we spoke again and he told me that it was not under warranty and replacement would be six to seven hundred dollars My response was that we could reimburse that as our "families in need fund" that we use for things of this nature would not cover this We discussed several options and I stated that I would check on my end and encouraged him to do the same My investigation was inconclusive and I was unsuccessful in pinpointing the occurrence that led to the phone damage I contacted [redacted] 's customer service rep to see if they could assist and have attached my email to and their response I was out of office and unavailable the additional times that [redacted] called the office I had every intention of working through this issue with him and simply did not get back to him timely due to obligations in and outside of the office I did speak with him on the day we received this complaint and allowed him to vent his frustrations and I acknowledged that I dropped the ball in communicating in a timely manner I also explained that our priority at Hospice of Kona is patient care and that while his mother was under our care; we did not drop the ball on her care She resided in our hospice home and was provided 24/care which is not required under our contract for hospice care and is done purely as a charitable offering based on medical necessity and families inability to provide this care (for any reason) I apologized for my part in delay and also reminded him that he had and still has the opportunity to follow through with phone replacement and to send the receipt with request for reimbursementI also let him know that this complaint would be shared with our Board of Directors and that any decision for reimbursement would be discussed at our June board meeting I am sincerely sorry that resolution did not come timely as his mom passed away before the situation was resolved My priorities were absolutely in the right place which is managing the team of professionals that cared for his mom and the others that we care for while raising funds needed to keep our hospice house open ($a day per patient)

I am complete agreement that the phone in question was somehow damaged while [redacted]'s mother was under hospice care at our hospice residential home.  [redacted] and I first spoke on Monday May 9th.  He informed me that the phone was under warrantee and we discussed the replacement...

cost being between one to two hundred dollars.  I informed him that I had not yet investigated how the phone was damaged and that I needed to follow through with an investigation that could take some time.  I advised him to start the process to have the phone replaced as time was sensitive and to forward the receipt to me via email.  The following day we spoke again and he told me that it was not under warranty and  replacement would be six to seven hundred dollars.  My response was that we could reimburse that as our "families in need fund" that we use for things of this nature would not cover this.  We discussed several options and I stated that I would check on my end and encouraged him to do the same.  My investigation was inconclusive and I was unsuccessful in pinpointing the occurrence that led to the phone damage.  I contacted [redacted]'s customer service rep to see if they could assist and have attached my email to and their response.  I was out of office and unavailable the 3 additional times that [redacted] called the office.  I had every intention of working through this issue with him and simply did not get back to him timely due to obligations in and outside of the office.  I did speak with him on the day we received this complaint and allowed him to vent his frustrations and I acknowledged that I dropped the ball in communicating in a timely manner.  I also explained that our priority at Hospice of Kona is patient care and that while his mother was under our care; we did not drop the ball on her care.  She resided in our hospice home and was provided 24/7 care which is not required under our contract for hospice care and is done purely as a charitable offering based on medical necessity and families inability to provide this care (for any reason).  I apologized for my part in delay and also reminded him that he had and still has the opportunity to follow through with phone replacement and to send the receipt with request for reimbursement. I also let him know that this complaint would be shared with our Board of Directors and that any decision for reimbursement would be discussed at our June board meeting.  I am sincerely sorry that resolution did not come timely as his mom passed away before the situation was resolved.  My priorities were absolutely in the right place which is managing the team of professionals that cared for his mom and the others that we care for while raising funds needed to keep our hospice house open ($200 a day per patient).