Let me begin by saying actions speak louder than words.
My wife and I had growing concerns about my mother being home alone during the day. Although we had a caretaker a couple of days a week, we realized we needed to go to 7 days a week and needed to augment our current arrangement. So, we began our search. I called Home Care Assistance and spoke to Anna and eventually made a in home appointment. Anna was very nice and shared with my wife and I all of the benefits and services her agency has to offer....so far so good!
After meeting with other agencies we felt HCA was the way to go and let Anna know. We would start the upcoming Friday with coverage on Saturday, Sunday & Monday. When we originally met Anna she said we would have the opportunity to meet the individuals prior to their start. A couple of days after giving the start notice, the planned caretaker had a family emergency so another caretaker would be identified and we would meet that person early in the week. Additionally Anna would be on vacation and Lori would work with us. After a couple of days I called Lori and left a message but no return. I called later and found out that Lori was out I'll. I called again and my call was forwarded to the south county office and I spoke to Pam. I quickly realized Pam had no information regarding my mom or start date. In frustration I started a new search for caregiving.
HCA SCORECARD
The start date on Friday -failed
Communication - failed
Interview of staff - failed
Pam sent me an email apologizing for the confusion and not being prepared. She also stepped right in to help us by getting a caregiver for Saturday & Sunday. Gabrielle came and met with us and we gave her all of the information pertaining to my mothers health, prescriptions, eating habits, etc. This was however the second time we provided this information. Not Pam's or Gabrielle's fault, they were stepping up and trying to pull everything back together. But it was an example of very poor communication.
So now we have Saturday & Sunday taken care of. Next comes Monday and another caregiver. Because I had to go out of town on business I asked if Gabrielle could meet and introduce her to my mother since my mother had already met Gabrielle, which she did.
On Friday I went to my mothers to meet the Monday, Friday caregiver. Very nice lady but she did not seem to know our expectations regarding med's and meals, not sure why because my wife and I had gone over this in depth with both Anna & Gabrielle. I also found out that the caretaker did not have any of our emergency contact numbers. This was very concerning to me and told the caregiver that, she said Anna had sent her an email but hadn't looked at it.
I called Anna and told her what I had found and my concerns and they needed to get it together. I also asked for the cost should we go to 7x24 care and she said I would have it later that day....that did not happen.
Communication- failed
Provide information as requested - failed
So the next morning, Saturday, I received a text from the weekend caregiver that she had been in an accident and that she would not be coming Saturday or Sunday and that she would notify the office.
I forwarded the text to Anna and said not do anything and not send anyone. Anna quickly replied that she would get someone out, she obviously did not read my text.
Communication - C
This experience has been a complete and total waste of time. As I started this I said actions speak louder than words.
Is there was the option to give fewer stars I definitely would.
Buyer beware!
M Stultz read more