J & J Consulting & Home Health LLC

In response to consumer [redacted] ,I T [redacted] ***-RN Case Manager responded to a call from [redacted] around the middle of March 2017 regarding possible assistance with Home Health needs. I spoke with her regarding her needs as well as how shefound out about this company. She proceeded... to tell me she had heard very excellent comments regarding this company's service from Case Managers at a Provides affair's meeting and was given are name and number. Iproceeded to ask her about her needs explalned what this company provides. She told me that she was on Pass-Port which Is an Insurance Provider that provides older adults which Home Health Care needs while in thehome. She asked If I was a provider for Pass-Port and I responded yes. I proceeded to ask Mrs. [redacted] why her Pass-Port Case Manger hasn't connected the Agency with request for services? Mrs. [redacted] proceeded to tellexplaln that she was given a list of providers to contact end find out if they provide her services. I asked Mrs. [redacted] If she knew the name of her Pass-Port Case Manager and she said yes her name Is Mrs. [redacted] at###-###-####. I told Mrs. [redacted] that the company was a provider for Pass-Port and that I needed to contact her Case Manager for her Service plan as well authorizing this company to provlde the services she is requesting.Mrs. [redacted] said ok. I explained to Mrs. [redacted] thls may take a few days because I had to wait for her Case Manager to call back after which I would call her when I have gotten a response call her back her Case Manager,but that she could call her and let her know I would be calllng.I called Michelle Parks-Pass-port Case Manager at ###-###-#### explaned to Mrs. Parks that Mrs. [redacted] contacted are company for Home Care Services. I ask why the referral didn't come from her because that's whatnormally accrues. Mrs. Parks proceeded to explain to me that Mrs. [redacted] was given list of all possible providers and she had to call those on the list herself because when the Case Managers have set up several home CareCompany's and the consumer meaning (Mrs. [redacted] ) continues to be unwilling to work with the company's and wants set times and unwilling to work wlth the company's then they are given a list to call and find company'sfor themselves because the Case Managers are unable to continue to find company's and because they do not have the hours she requested and she is unwilling to work with the Home Care Company's wanting the worker'sto change their times to meet her needs then she would drop them and ask Case Manager to find her a new company. We put the ball in their hands because we have other consumers to help. I explalned to the CaseManager (Mrs. Parks) that Mrs. [redacted] call requesting services but she wants the hours her way only. I explained to her that I will only accept her if she was willing to work with the company in meeting her needs and that wlllinclude you working with different hours because the workers already have set hours because they already have other client's, but we will be welling to adjust hours to work wlth her within reason only if she was willing toexcept different hour because I could not and wlll not guarantee her hours set in stone. Mrs. Parks Case Manager "I agree and I have told her the same thing over and over that's the problem she wlll not work withpeople and the hours, so until she finds someone willing to lock into her hours then she will have to keep searching". I told Mrs. Parks that after I talk wlth Mrs. [redacted] agaln explaln what we can and can't and we bothcome to an agreement and understanding with the hours that I will call her case manager and except the case.I called Mrs. [redacted] explalned that I talked with her Case Manager at Pass-Port Mrs. Michelle Parks and explained my concerns wlth the case In that you only willing to have hours exactly one way and that I will notand could not guarantee you hours exactly or set in stone, but if we can come together and work together then, I would be willing to try to meet your needs to the best of the company's ability. Mrs. [redacted] agreed to allconditions of participation with this company. Mrs. [redacted] agreed to adjusting hours to work wlth the Home Health Care workers hours. After the agreement I called Mrs. [redacted] 's Case Manager Mrs. Parks at ###-###-####letting her that Mrs. [redacted] agreed to adjust her hours to work wlth the workers to help meet her home care needs. Mrs. Mrs. Park called Mrs. [redacted] to verlfy if she is in agreement to work with J&J's Home Health and theworkers with hours to assist meet her needs. Mrs. Park called T [redacted] ***-RN Case Manager at ###-###-#### and everyone was in agreement. T [redacted] ***-RN Case Manager accepted the case hours was agreed and Mrs.Parks was noilfied at which the service plan was faxed to J&J'S Home Health with authorization. Tolea Jarnar-RN Case Manager called Mrs. [redacted] to set up appointment to come to home to complete paperwork and set timesand days for worker to start.I( T [redacted] ***-RN) meet with Mrs. [redacted] on or around March 17,2017 to complete all paperwork. All paperwork was completed and Mrs. [redacted] agreed to hours, I explained that after her Case Manager send finalpaperwork the service would start and that the worker would call and the service would begin the next day. Mrs. [redacted] was left with all paperwork and copy was taken back to office. Mrs. [redacted] was given the workersname that was to call and start working next day. Mrs. [redacted] response was ok. Mrs. Parks Case Manager sent final ok and Mrs. [redacted] was notified by Mrs. Parks Case Manager that we will start the next day.T [redacted] ***-Rn was notified by the Home Health Aide that she called Mrs. [redacted] to let her know that she was her new worker and that she would be to her home the next day at the time given to her by the office. Theworker was told by Mrs. [redacted] that she has changed her mlnd and wanted to change the tlme and that she wanted her to change her time to what she wanted. The worker explalned to Mrs. [redacted] that she had to followthe times that was glven to her from the offlce and that if she changed them then she could not come. The Home Health Aide reported that Mrs. [redacted] told her if she could not come when she tell her then "DO NOTCOME". T [redacted] ***-RN Case Manager called Mrs. Pnrltt and asked what accrued and was there an issue with the worker and Mrs. [redacted] sald "yes I changed my mind and I want her to come at different times and if notthen she is not to come" . I T [redacted] ***-RN explained to Mrs. [redacted] the agreement on hours and that if she changed the hours then I would have to call her Case Manager Mrs. Parks and let her know we would be unableto service your needs and that you would have to find another company that is able to meet your needs. Mrs. [redacted] said that was fine with her and T [redacted] ***- Case Manager called Mrs. Parks and explained that theagreement was changed and that the worker was never able to start and never even seen Mrs. [redacted] and that Mrs. [redacted] was notified that we will end service with her and you would be notified. Mrs. Parks agreed andservice was ended. Mrs. [redacted] was notified that all paperwork was shredded and Doctor was notified of why services ended.J&J's Home Health Agency never serviced Mrs. [redacted] and all above informailon can be conirmed with Mrs. [redacted] 's Case Manager (Mrs. [redacted] at ###-###-####) that the company followed all protocols andprocedure. If you any future question please feel free to call T [redacted] ***-RN Case Manager at 614-7554840 between the hours of 10:OOam-3:30pm Monday-Thursday. Thanks to Mrs. McLaughlin in explalnlng and makingthls process understandable.T [redacted] ***-RN Director of NursingAugust 10,2017

In response to consumer [redacted],I T[redacted]-RN Case Manager responded to a call from [redacted] around the middle of March 2017 regarding possible assistance with Home Health needs. I spoke with her regarding her needs as well as how shefound out about this company. She proceeded...

to tell me she had heard very excellent comments regarding this company's service from Case Managers at a Provides affair's meeting and was given are name and number. Iproceeded to ask her about her needs explalned what this company provides. She told me that she was on Pass-Port which Is an Insurance Provider that provides older adults which Home Health Care needs while in thehome. She asked If I was a provider for Pass-Port and I responded yes. I proceeded to ask Mrs. [redacted] why her Pass-Port Case Manger hasn't connected the Agency with request for services? Mrs. [redacted] proceeded to tellexplaln that she was given a list of providers to contact end find out if they provide her services. I asked Mrs. [redacted] If she knew the name of her Pass-Port Case Manager and she said yes her name Is Mrs. [redacted] at###-###-####. I told Mrs. [redacted] that the company was a provider for Pass-Port and that I needed to contact her Case Manager for her Service plan as well authorizing this company to provlde the services she is requesting.Mrs. [redacted] said ok. I explained to Mrs. [redacted] thls may take a few days because I had to wait for her Case Manager to call back after which I would call her when I have gotten a response call her back her Case Manager,but that she could call her and let her know I would be calllng.I called Michelle Parks-Pass-port Case Manager at ###-###-#### explaned to Mrs. Parks that Mrs. [redacted] contacted are company for Home Care Services. I ask why the referral didn't come from her because that's whatnormally accrues. Mrs. Parks proceeded to explain to me that Mrs. [redacted] was given list of all possible providers and she had to call those on the list herself because when the Case Managers have set up several home CareCompany's and the consumer meaning (Mrs. [redacted]) continues to be unwilling to work with the company's and wants set times and unwilling to work wlth the company's then they are given a list to call and find company'sfor themselves because the Case Managers are unable to continue to find company's and because they do not have the hours she requested and she is unwilling to work with the Home Care Company's wanting the worker'sto change their times to meet her needs then she would drop them and ask Case Manager to find her a new company. We put the ball in their hands because we have other consumers to help. I explalned to the CaseManager (Mrs. Parks) that Mrs. [redacted] call requesting services but she wants the hours her way only. I explained to her that I will only accept her if she was willing to work with the company in meeting her needs and that wlllinclude you working with different hours because the workers already have set hours because they already have other client's, but we will be welling to adjust hours to work wlth her within reason only if she was willing toexcept different hour because I could not and wlll not guarantee her hours set in stone. Mrs. Parks Case Manager "I agree and I have told her the same thing over and over that's the problem she wlll not work withpeople and the hours, so until she finds someone willing to lock into her hours then she will have to keep searching". I told Mrs. Parks that after I talk wlth Mrs. [redacted] agaln explaln what we can and can't and we bothcome to an agreement and understanding with the hours that I will call her case manager and except the case.I called Mrs. [redacted] explalned that I talked with her Case Manager at Pass-Port Mrs. Michelle Parks and explained my concerns wlth the case In that you only willing to have hours exactly one way and that I will notand could not guarantee you hours exactly or set in stone, but if we can come together and work together then, I would be willing to try to meet your needs to the best of the company's ability. Mrs. [redacted] agreed to allconditions of participation with this company. Mrs. [redacted] agreed to adjusting hours to work wlth the Home Health Care workers hours. After the agreement I called Mrs. [redacted]'s Case Manager Mrs. Parks at ###-###-####letting her that Mrs. [redacted] agreed to adjust her hours to work wlth the workers to help meet her home care needs. Mrs. Mrs. Park called Mrs. [redacted] to verlfy if she is in agreement to work with J&J's Home Health and theworkers with hours to assist meet her needs. Mrs. Park called T[redacted]-RN Case Manager at ###-###-#### and everyone was in agreement. T[redacted]-RN Case Manager accepted the case hours was agreed and Mrs.Parks was noilfied at which the service plan was faxed to J&J'S Home Health with authorization. Tolea Jarnar-RN Case Manager called Mrs. [redacted] to set up appointment to come to home to complete paperwork and set timesand days for worker to start.I( T[redacted]-RN) meet with Mrs. [redacted] on or around March 17,2017 to complete all paperwork. All paperwork was completed and Mrs. [redacted] agreed to hours, I explained that after her Case Manager send finalpaperwork the service would start and that the worker would call and the service would begin the next day. Mrs. [redacted] was left with all paperwork and copy was taken back to office. Mrs. [redacted] was given the workersname that was to call and start working next day. Mrs. [redacted] response was ok. Mrs. Parks Case Manager sent final ok and Mrs. [redacted] was notified by Mrs. Parks Case Manager that we will start the next day.T[redacted]-Rn was notified by the Home Health Aide that she called Mrs. [redacted] to let her know that she was her new worker and that she would be to her home the next day at the time given to her by the office. Theworker was told by Mrs. [redacted] that she has changed her mlnd and wanted to change the tlme and that she wanted her to change her time to what she wanted. The worker explalned to Mrs. [redacted] that she had to followthe times that was glven to her from the offlce and that if she changed them then she could not come. The Home Health Aide reported that Mrs. [redacted] told her if she could not come when she tell her then "DO NOTCOME". T[redacted]-RN Case Manager called Mrs. Pnrltt and asked what accrued and was there an issue with the worker and Mrs. [redacted] sald "yes I changed my mind and I want her to come at different times and if notthen she is not to come" . I T[redacted]-RN explained to Mrs. [redacted] the agreement on hours and that if she changed the hours then I would have to call her Case Manager Mrs. Parks and let her know we would be unableto service your needs and that you would have to find another company that is able to meet your needs. Mrs. [redacted] said that was fine with her and T[redacted]- Case Manager called Mrs. Parks and explained that theagreement was changed and that the worker was never able to start and never even seen Mrs. [redacted] and that Mrs. [redacted] was notified that we will end service with her and you would be notified. Mrs. Parks agreed andservice was ended. Mrs. [redacted] was notified that all paperwork was shredded and Doctor was notified of why services ended.J&J's Home Health Agency never serviced Mrs. [redacted] and all above informailon can be conirmed with Mrs. [redacted]'s Case Manager (Mrs. [redacted] at ###-###-####) that the company followed all protocols andprocedure. If you any future question please feel free to call T[redacted]-RN Case Manager at 614-7554840 between the hours of 10:OOam-3:30pm Monday-Thursday. Thanks to Mrs. McLaughlin in explalnlng and makingthls process understandable.T[redacted]-RN Director of NursingAugust 10,2017