RX Home Healthcare, Inc.

[redacted]1:59 PMto Better Rx Home Healthcare regrets to receive the complaint alleging customer service issues from [redacted].  We were appreciative of the opportunity to have been the service provider for [redacted] for 10 years.  However, we respectfully disagree with...

the allegations, considering them to be largely inaccurate and one-sided. The complaint charges “50 days where the agency failed to staff home health aides…”  This is not accurate, In fact, our records indicate that [redacted] received 97.5% of her scheduled hour in 2014 and 96.5% of the scheduled hours in 2015.  The complaint is one-sides.  Rx Home Healthcare very much relies on timely communication from both the employees (aides) and the clients they serve.  For example, the aides need to inform us if they are going to be late or not able to keep the service time.  Also, the clients need to let us (the agency) know if the aide is late or not showing up at time.  Many times the aides and clients communicate back and forth, leaving us out of the loop.  When this occurs we are handcuffed.  Moreover, the client thinks we know, when in fact we do not know. In addition per Ms. [redacted] service plan [redacted] is listed as one of the backup in case of lack of staffing for any reason.  When we receive timely communication involving service appointments, Rx Home Healthcare makes every effort (working with the aides, and available backups) to ensure consistent service delivery.  Unfortunately, our investigation showed this lack of communication to be the case the majority of the time. Another aspect to this case, not expressed by Mr. [redacted], is how our aides were treated by him.  We received several reports from our aides expressing in appropriate and rude language toward them.  For some reason, the began/got worse after the family moved from Cleveland to Broadview Hts.  An example of this is, one of our aides showed their supervisor a text message from Mr. [redacted] filled with profanity.  This message, in effect, ‘cussed out’ the aide. Again, we consider this complaint to be unfortunate.  At this time [redacted] is not getting any kind of service as of 02/01/2016 due to lack of reimbursement from her payer source. Similar situation occurred in 2015 and she missed services for few days due to that.  Thank you for the opportunity to respond to this compliant.Guenet T I[redacted] Ph.D. /CFORx Home Healthcare, Inc. 2728 Euclid Avenue Suite 330 Cleveland, OH 44115 Phone: (216)295 0056 Fax: (216) 295 0146