We received notice from you about a complaint against our reputable agency from Ms [redacted] We appreciate your willingness to hear our side of what happenedWe accepted to proved services to Ms [redacted] through Missouri Health and Senior Services In-Home Care Services programShe was recommended to us by her apartment complex manager who indicated that she was having a challenging time in finding an agency for her and would appreciate if we would consider having her as a clientBeing the caring agency that we are, we gladly acceptedMs [redacted] as a client but she insisted that she wanted to retain a worker she had from a previous agency since she is more comfortable with herIn order to make the transition smooth for Ms [redacted] , we agreed and hired this particular worker as her care-giverAnytime this worker was not available we provided a fifor herPer the regulations of In-Home Services program, the care provided is based on an already determined care-plan that is unique to each participant form the State of MissouriThe worker has to work according to the requirements of the care-planWe noticed that Ms [redacted] was sometimes asking the workers to do tasks that were outside of the care-plan and that also was a liability for our agencySometimes she asks the workers to move furniture which is not acceptable within the? guidelinesThis resulted in her worker getting hurt and as I am writing this piece, she has initiated legal action against our agencyEven as this happened to this worker, Ms [redacted] still continued to ask a second worker to engage in the similar act of moving furnitureShe also engaged in telling some of our fiworkers that they are under-paid, which is a totally assertion, since our workers are among the highest paid in the area according to the Missouri Payroll DataShe clearly out-stepped? the boundaries of client-agency relationshipWe believe that such requests are in violation of the integrity of the program, which puts our workers health at risk and also puts undue liability risk on our agencyHence in accordance with the State program regulations, in order to terminate services to a client, we had to give her a 21-day notice so that she has ample time together with the State Social Worker to find another agencyWe fully complied with this requirement and serviced Ms [redacted] with dignity up until the last day of service
We received notice from you about a complaint against our reputable agency from Ms [redacted] We appreciate your willingness to hear our side of what happenedWe accepted to proved services to Ms [redacted] through Missouri Health and Senior Services In-Home Care Services programShe was recommended to us by her apartment complex manager who indicated that she was having a challenging time in finding an agency for her and would appreciate if we would consider having her as a clientBeing the caring agency that we are, we gladly acceptedMs [redacted] as a client but she insisted that she wanted to retain a worker she had from a previous agency since she is more comfortable with herIn order to make the transition smooth for Ms [redacted] , we agreed and hired this particular worker as her care-giverAnytime this worker was not available we provided a fifor herPer the regulations of In-Home Services program, the care provided is based on an already determined care-plan that is unique to each participant form the State of MissouriThe worker has to work according to the requirements of the care-planWe noticed that Ms [redacted] was sometimes asking the workers to do tasks that were outside of the care-plan and that also was a liability for our agencySometimes she asks the workers to move furniture which is not acceptable within the? guidelinesThis resulted in her worker getting hurt and as I am writing this piece, she has initiated legal action against our agencyEven as this happened to this worker, Ms [redacted] still continued to ask a second worker to engage in the similar act of moving furnitureShe also engaged in telling some of our fiworkers that they are under-paid, which is a totally assertion, since our workers are among the highest paid in the area according to the Missouri Payroll DataShe clearly out-stepped? the boundaries of client-agency relationshipWe believe that such requests are in violation of the integrity of the program, which puts our workers health at risk and also puts undue liability risk on our agencyHence in accordance with the State program regulations, in order to terminate services to a client, we had to give her a 21-day notice so that she has ample time together with the State Social Worker to find another agencyWe fully complied with this requirement and serviced Ms [redacted] with dignity up until the last day of service