ComplaintsforNHS Management, LLC

• Initial Complaint

  08/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mother was a patient at South Haven April 9th- 27, 2021. On April 27th she was transported by ambulance to UAB Emergency Room due to some medical complications. After she was admitted to their Intensive Care Unit, I contacted South Haven and asked to pick up all of her belongings. On May 4th, I came to South Haven facility to pick up her belongings and was given a list of the items she checked in with. After arriving back at my house, I determined several items were missing and I had received another patient's clothing and medical records. I contacted you by phone and we discussed this matter. You told me to let you know exactly what was missing and you would have your staff try to find them. On May 11th, I returned the items to your facilities that were not ours. These events led up to May 12th in which you instructed me that you could not find her belongings and you would reimburse her for any items that were on the original list that she checked in with.

  Business response

  10/13/2021

  Business Response /* (1000, 5, 2021/09/02) */ September 2, 2021 Mr. **** ********* Dispute Resolution Specialist Better Business Bureau Serving Central & South Alabama P.O. Box XXXXX *********** AL XXXXX Dear Mr. Thornton, Thank you for bring to our attention the complaint related to Case # XXXXXXXX. The complaint that was open as of 8/18/21 has been resolved. On 8/9/21, the Administrator of the facility spoke with the resident's daughter regarding reimbursement for the resident's missing hearing aids and eye glasses. The Administrator discussed the facility's previous offer to pay the physicians directly to replace the hearing aids and eye glasses if the family took the resident to have her refitted for these items. Unfortunately, the resident passed **** on 6/4/21, and the Administrator further explained that the facility would not be able to replace the items at that point because the resident was deceased. On 8/19/21, the Administrator spoke with the Long-term Care Ombudsman regarding the family's concern. The informed the Ombudsman of the facility's previous offer to the family and explained why the facility could not reimburse the family directly to replace hearing aids and eye glasses for a deceased resident. The Ombudsman stated that she completely understands why the facility cannot issue reimbursements directly to family members. The Ombudsman inquired about potential resolutions to this issue, and the Administrator told the Ombudsman that the facility could reimburse the family for half of their stated cost of the items in an effort to show good faith. The Ombudsman agreed that this was a good resolution and stated that she would follow-up with the resident's family. On 8/23/21, the Administrator received a call from a Supervisor at the Alabama Department of Public Health (ADPH) Bureau of Health Provide Standards. The ADPH Supervisor notified the Administrator that she received a complaint from the resident's family regarding the missing hearing aids and eye glasses. The Administrator informed the ADPH Supervisor about the facility's proposed resolution as well as the agreement made prior to the resident's death to reimburse the providers directly to replace the items after having the resident refitted. The ADPH Supervisor told the Administrator that the facility is not obligated to reimburse the family for any of the items, especially since the resident is now deceased. The ADPH Supervisor stated that she was not citing the facility because the facility had not committed a violation. She further added that she was closing and filing the complaint with no action against the facility. At NHS Management, we take customer service and satisfaction very seriously. In order to express a sincere intention to deal fairly with the family's concerns, the facility issued a check in the amount of $1,600 to the family. Our goal is to maintain our accreditation and A+ rating. Again, thank you for your assistance and bringing this issue to our attention. We look forward to working with you as we continue to improve our relationship with the BBB and our customers. Sincerely, NHS Management, LLC Consumer Response /* (3000, 7, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) **** ********* **** ***** Better Business Bureau 1601 White Drive P.O.Box XXXXX Bessemer, Alabama XXXXX *********** AL XXXXX Re: Complaint Response Case # XXXXXXXX Mr. Thornton, Thank you for doing some research on my complaint. My family feels like the story of ***** and Goliath. Our mother, a 78 years of age Italian woman against NHS Management LLC ran by ** Norman *****. He has developed individual companies which operate or manage 50 nursing facilities in the southeast. I will say his parents, ***** and **** were great Philanthropists. They built a Senior Community Center at Heardmont Park in Shelby County. They were instrumental in bringing the Cancer Center to Tuscaloosa at DCH hospital. Supported several cancer research initiative at UAB in Birmingham including Lung and Ovarian. We are all grateful of what they have done for our communities. Their company mission statement states the following; Our Family Caring for Yours. Continue the founding family's tradition of commitment to excellence. Conduct business ethically with honesty and integrity. Meet customer's needs by developing, marketing, and delivering quality services in a cost effective and timely manner. Privilege to serve your loved one. Strives to offer the highest level of care practical - It is a commitment that you can trust. The facts about my mother incident: She was a patient in April 2021 at South Haven Health and Rehabilitation located in Hoover, AL On arrival we completed a patient's personal property form and put labels on items with her name on them. On April 27, she was transported by ambulance to UAB hospital due to an infected wound. After she was admitted to the Intensive Care unit I called and asked to pick up her items On May 4, I picked up a box of items that was gathered by the staff Later that night I determined they gave me another patients clothing and medical records Identified the items missing, Hearing Aids, Glasses and some clothing. May 5, contacted South Haven and spoke with the administrator ***** *********. He said he and his staff will look for my mother's missing items. May 11, I returned the medical files that were given to me. Not to mention a HIPPA Violations! May 12, the administrator ***** ********* said we cannot find the items. Bring us the receipts and we can reimburse you for the glasses, hearing aids and clothing. My mother's health got worse and passed away June 4 August 2021, We wanted to follow up with her belongings and contacted South Haven Been getting the run around since. I was told ***** ********* no longer works there New administrator **** ****** has not been helpful- She said ***** ********* should have not promised what he did. She has been admitted about providing her receipts We even contacted the corporate office NHS Management in Tuscaloosa to make sure this was an acceptable way to treat patient's lost or stolen items. Contacted BBB Contacted ADPH Contacted Ombudsman No resolution at this time What does my family want? We trusted you and your staff to take care of my mother. We do not want anyone else to go thru this like we have. This would be considered a felony theft. We want to stop getting the run around. Does any of this things sound like company mission statements? Do you think for one minute that ***** or ******* ***** would tolerate this if it was one of their family member?

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩