I needed to schedule my aunt, who is under my care for a Monday afternoon appointment on Wednesday. I was informed they were short staffed and I needed to call back the following morning. After speaking with the adult living facility, where my aunt stays, they put in an email request for service. The following day (Thursday) I received an email saying call in to schedule. When I called, I was on an extended hold then told by the automated service to leave a voicemail, which I did. Today (Friday) I responded to the email stating I needed to schedule an appointment for my aunt. I recevied a response similar to before, they were short staffed and could not respond or accept my request. Then, I responded letting them know this was unacceptable service and to escalate my concern to a supervisor, manager or owner of the company and that I would place feedback on Google/Yelp about this service in hopes it would motivate hiring for more manpower. The response I received was unprecedented. The person said that was fine and wished me a nice day.
As a person who once worked for a NEMT company and has nearly 20 years of healthcare administration employment under my belt, this is unacceptable service. It goes to show the poor delivery of healthcare in the U.S. as this company's employees are operating under potential duress due to poor organizational structure, adherence to core values, and mission. On their website: https://soundgenerations.org/, their vision says: "We envision a just society where aging adults, adults with disabilities, and those who care for them can live their best lives in a supportive and caring community. " Really? I live in Snohomish county and care for an aging adult who is in an adult living facility (ALF) in Renton. I am active in my family member's life. Sometimes the 60-mile round trip drive can be inconvenient and the ALF recommended their services. Their vision sounds good on paper yet I am waiting to experience Hyde Shuttles' accountability. A company is only as solid as their actions align with their philosophy. Not impressed. I will have a nice day. My request for their services has gone unmet. read more