During my father's final days on hospice, he required a catheter. I was instructed to clean the catheter insertion site (not simply empty the bag), and I was not comfortable performing this task myself. I contacted Home Instead and was explicitly told over the phone that this service could be provided.
A representative named Erin later came to our home and again confirmed that catheter site care could be done. I made it very clear that this was the only service I needed, as I was providing full-time care with the assistance of hospice. I asked if someone could come in the morning and evening solely for this purpose. I was told they required a minimum of four hours per day, paid one week in advance at $40/hour, and that any unused hours would be refunded if my father passed away.
That evening, the 1st caregiver arrived and after two hours informed me they were not permitted to clean the catheter insertion site, only to empty the urine bag. This was the sole reason I hired them and the only task I had requested. The following morning, the 2nd caregiver asked me how to empty the bag, as he was unfamiliar with the process.
Before the morning shift ended, my father passed away. We used fewer than eight hours of the 56 hours prepaid.
When I contacted the office to address these serious issues and inquire about my refund, I was told it would take two weeks to complete payroll and paperwork before a check would be issued/mailed for the unused 48 hours ($1,920). It has now been over two and a half weeks, and no refund has been issued. When I called again, I received the same vague explanation and was told the check still had not been cut.
I am grieving the loss of my father and trying to close out final matters. This ongoing situation has caused unnecessary stress and forced me to repeatedly revisit an incredibly painful time. The last thing a grieving family should have to deal with is misinformation, lack of training, and delays in receiving money that was promised to be refunded. read more
