I am writing to express my extreme frustration and disappointment with the care my mother has received, or rather, has failed to receive, from Pathways Healthcare following her spinal fusion surgery.
We were assured that someone would visit the day after discharge to assess her home safety, initiate physical therapy, and evaluate her surgical wound. None of this occurred as promised.
After numerous phone calls and repeated attempts to get answers, we finally received a message from the intake nurse, who has kindly offered to come herself tomorrow to change my mother's dressing. While I appreciate her willingness to step in, we were also informed that physical and occupational therapy are not scheduled to begin until next week -- two full weeks after her surgery.
This is absolutely unacceptable. My mother is recovering from major spinal surgery, and timely rehabilitation, mobility assessments, and home safety evaluations are essential components of her postoperative recovery.
If Pathways does not have adequate staffing to provide services within an appropriate timeframe, then the agency should not have accepted the referral in the first place. Accepting a patient while knowing that necessary services cannot be provided in a timely manner is irresponsible and raises serious concerns about patient safety and continuity of care.
What makes this even more frustrating is the complete lack of communication. My mother has repeatedly called seeking assistance, and I have personally contacted the office, only to be told someone would call back. Those callbacks never came.
I am requesting an immediate explanation as to why these services were delayed, why our concerns went unanswered, and why my mother was accepted as a patient if Pathways could not adequately staff her care.
I would also like to know what immediate steps will be taken to ensure she receives the services ordered by her surgical team.
I expect a response from senior clinical leadership, not another promise that someone will call us back.
If these concerns cannot be promptly addressed, I intend to escalate this matter to the Massachusetts Department of Public Health. read more
