Updated Review:
My experience with Concierge Home Care involved severe administrative negligence and systemic documentation falsifications. The systemic negligence and documentation failures continued to escalate. Skilled nursing completely missed required neurological checks for months. Despite months of formal email follow-ups and direct escalation to leadership--including Teresa Conlin in the St. Augustine office, VP of Operations Michaela Rogers, and VP of Clinical/Education Services Lynn Strickland--my medical records remain permanently inaccurate in multiple domains.
When I filed an addendum to my initial AHCA complaint and submitted a formal grievance to UnitedHealthcare calling out these severe safety gaps and uncorrected notes, the retaliation was immediate: this week, I was sent an email abruptly discharging me with only a couple of days' notice. They even sent a batch report of my entire medical chart just hours before the discharge--which remains largely inaccurate and uncorrected--and went behind my back to call my insurance to verify network status with another company to facilitate an involuntary transfer. This left another provider to completely scramble to cover my care. My medical records remain permanently inaccurate in multiple domains and my care plan was completely disrupted. That kind of retaliatory and reckless response from senior leadership makes it clear that the organization lacks professional integrity, accountability, and actively puts patients in medical danger
Original Review:
I am posting this review on both the Jacksonville and St. Augustine Google pages because Jacksonville is Concierge Home Care's main office location, and the issues I experienced reflect problems at both the leadership and local levels. Patients at either location should be aware of these concerns.
Concierge Home Care has major problems with documentation accuracy, internal communication, and leadership accountability. Throughout my experience, I encountered missed visits, inaccurate insurance information, incorrect Start of Care documentation, and multiple serious charting errors across different clinicians. Several required assessments were not completed, and the clinical notes contained multiple false statements that were never assessed, discussed, or observed. These issues raise real concerns about patient safety and compliance.
I have waited months for clinical notes to be corrected. I was promised numerous times in email that the amended notes would be sent, yet despite repeated assurances, I still have not received the corrections. These issues began in January, and even now, the documentation remains uncorrected. This ongoing failure to provide accurate records was one of several reasons a meeting had to be held with the VP of Operations and Teresa Conlin from the St. Augustine office.
I was incorrectly told that UnitedHealthcare (UHC) was out of network for my Start of Care. This misinformation caused significant delays in when services actually began and created unnecessary barriers to receiving medically necessary care. Being given incorrect insurance information is unacceptable and demonstrates a serious breakdown in internal communication.
When I escalated these concerns to leadership, the VP of Operations, Michaela Rogers, told me that I could "find another home health company." That kind of dismissive response from someone in a senior leadership role made it clear to me that the organization is not committed to correcting systemic issues or ensuring high‑quality, compliant care.
For anyone receiving services from this agency -- or with a family member under their care -- I strongly recommend requesting copies of all clinical notes and reviewing them carefully. The inaccuracies I encountered were significant enough that they could impact medical records, treatment plans, and insurance claims. Patients deserve better oversight, accuracy, and accountability than what I experienced with Concierge Home Care. read more
