One Caring Place Plus Reviews (%countItem)
One Caring Place Plus Rating
Address: 1001 South St, Utica, New York, United States, 13501-2628
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One Caring Place Plus Inc is a Long Term Care agency which was providing personal care aide for my mom Monday through Friday for 5 hours a day. I was paying out of pocket since my mom did not have medicaid at the time. Once I enrolled my mom with Medicaid I signed with an agency that was also enrolled, as OCPP was not. However, that agency's Personal Care Aide was only available from Tuesday through Friday so I continued using the one from OCPP on Mondays. Jennifer, the Personal Care Aide stopped working for OCPP and her last day with my mom through them was 2/18/19. Jennifer worked from 11am to 2pm on that day, as I had to take my mom to a 3:15 doctor's appointment. a few days later I received a bill from OCPP for 157.50 for 5 hours for the 18th. Normally I paid 21.00 an hour but for this day I was charged time and a half holiday pay, as it was President's Day (!) I also received a bill for 105.00 (5 x 21.00) for 2/25/19 a day Jennifer did not work. I paid the entire 157.50 for the 18th in error but did not pay for the 25th. I sent a request for a 63.00 refund around March 9th explaining why I was requesting it and also why I did not pay for the 25th. After about 2 weeks went by with no response I called Kelly C, who runs the agency and left a voice mail again requesting the refund and also offering to provide proof that my mom had a 3:15 doctors appointment on the 18th. I have since received no response or refund.
Thank you for bringing this complaint to our attention. I am enclosing a copy of the contract that was signed by our patient’s daughter, ***, on 1/11/2019.One Caring Place Plus, Inc. provided companion care service for *** beginning on 01/17/2019 with our last date of service on 02/18/2019.Ms. never notified our agency of a doctor’s appointment for her mother on 02/18/2019. We first had it brought to our attention when our caregiver told us that the patient’s daughter had sent her home early.According to the contract that was signed, a 24 hour cancellation notice is required or services will be billed, which we did. It also clearly states that holidays will be billed at time and one half per hour. This contract was explained in depth to patient’s daughter and it was signed without coercion.In addition, there were several times where *** sent our caregivers home early without proper notice and we discussed this with her. The caregivers could have been assigned other cases to work.I contacted Ms. today, April 20, 2019, to attempt a resolution. Ms *** stated that she had no memory of signing a contract, and furthermore, she “doesn’t get time and a half for President’s Day, so why should we?”This is troubling to me because of the excellent care we gave our patient and that the patient had several other caregivers from other local agencies and she returned to us several times, pending her Medicaid approval. I am very distressed that *** is stating that our business practices are unethical and should be investigated. I can assure you, that we offer very affordable, compassionate and professional home care and I take these statements very seriously.Please feel free to contact me with any questions or concerns.Since we have never received a complaint like this ever, I am not sure what is the next step in the process. Thank you very much for bringing this to my attentionVery Truly Yours,Tracy . W RN, MSNDirector of Patient Services
Most of the things I am being accused of are inaccurate, therefore I need to set the record straight. Although I cannot say that I specifically remember whether or not I gave 24 hours notice for the 18th of February, if I didn't it was only because I was not informed that it was required for a shortened day, as this was never "explained in depth". That said, it seems highly unlikely that I wouldn't have given advance notice knowing that my mom had a doctor's appointment.
The only times that the caregiver was sent home early without advance notice was when my brother stopped by unexpectedly a couple of times while I was at work and in those cases my mom sent her home. I sent her home one other time when my company closed early due to inclement weather. There was a time when the caregiver cancelled with no advanced notice due to an emergency and her replacement left after approximately 2 and a half hours because she had an emergency as well. We never complained about this because we understood that sometimes these situations cannot be avoided.
The call I received on the 20th of March was not an attempt at a resolution but a call from Kelly made in anger because of my complaint, which resulted in accusations on both sides. During the course of the call I stated that I worked on President's Day and was not paid time and a half because it is not considered a major holiday.
At no time did my mom have several other caregivers and we did not go back to One Caring Place several times. We had signed with a Medicaid approved agency at which time I informed Kelly that we would no longer require her services for the following week, however, the start date for the new caregiver was pushed back so I asked Kelly if we could resume her services for a few additional days.
Apparently the definition of a cancellation is open to interpretation, therefore I am withdrawing my complaint, as I see no resolution here, and I am not inclined to go any further with this.
Thank you for your time