If I could, I would give zero stars. I have worked with two other hospice companies previously, and they were great. Transitions is horrible, and I fired them after two weeks. All seemed good when I first spoke with them, but quickly went downhill. Without boring you with the details, the bottom line is their communication was horrific, staff was disorganized, record keeping appeared to be non-existent, they didn't follow through, couldn't share any details about my mother's care plan, couldn't tell me when she had been seen - or by whom and what they did, and were unresponsive. I quickly started asking a lot of questions because their communication was so poor. There was a different RN every time - went through about 6-7 in 2 weeks. Finally they assigned one RN to be the case manager, she had a family tragedy, but they never told anyone. I was calling and texting her - no response (understandably), finally had to call the office. Don't believe for a second they will call you back in 5-15 minutes.
They escalated my call, after 5 hours of no call back to an 'escalated' situation, I called again and was very upset that no one ever responded. Still took another hour to hear from a supervisor. When I told her they should have immediately notified the families this case manager was working with, to detail an interim plan, she said "oh, that's a good idea'. Really?!? A business like this doesn't have a backup plan in place?? That was just one issue. Transitions nurses let my mother's medications run out, never followed through on getting meds ordered, every nurse had a different list of meds - some of which are virtually deadly to my mother, and she had never been prescribed some of them. They don't share details or family input/requests internally, did not address her personal hygiene as they said they would, missed showers for a week at a time, and every conversation with an employee started from scratch.
When I called the social worker to do a hospice to hospice transfer, she asked if the owner/owners could call me to get my feedback. I said yes, and of course - they never called. Kim, the social worker, was very helpful, about the only one there that was. Though I agreed to speak with the owners, it seemed pretty clear in my experience that they didn't care one bit.
I have since found Suncrest, who has been phenomenal. They have clearly documented all issues, and everyone I speak to has the same information. They have the same RN seeing my mother twice a week, AND the same aide visits my mother 5 days a week - Mon to Fri. That is wonderful, and they are building relationships with my mother. With Transitions, it was always somebody new, aides only visited maybe once n 2 weeks (they claimed it was documented, but they couldn't find that information) and it was causing confusion with my mother. I am so disappointed - they seemed to be more focused on taking her off medications, seemingly to reduce costs, since they get a flat fee from Medicare. Suncrest is not taking her off ANY medications that have been prescribed by her physician. I am glad others had a better experience, mine has been the worst I have ever seen - and I have worked in healthcare for over 40 years. Steer clear. read more
