Complaints

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• Initial Complaint

  Date:03/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3-4-24 The owner of Truly Pediatric Home Co leave. She left but beofre she gave my son his 4 meds at 6:00 pm when he is suppoesed to have them. The 2nd nurse ended up giare LLC cause a situation to arise in our Sons home care that day. he had 2 nurses to come out. The 1st nurse is to leave whje the 2nd nurse arrives. The owner gave the 1st nurse pemission to stay over interferring with the 2nd nurses time. So I called the owner & she ended up calling the 1st nurse them to him but he received them late. Our Son is cognitively delayed, nonverbal, nonambulatory. The 1st nurse ended up quitting w/o a 30 day notice. The owner offered us a part time nurse & that was it. Leaving us high & dry. My husband & I had to tend to all his needs for 11 days. I had to travel with my job that time & my husband had to stay home with our Son & his work suffered because he could not do things from home he needed to do. I am disheartedned by a Home health care agency that is not professional, not compassionate to our needs & not family & patient centered. I am not staying with Truly Pediatric Home Care, LLC. & left us looking for a new home health care agency. There is nothing they can do to remedy this, she is lying & said it is our fault. But the Owner started this chaos. I just want my voice to be heard

  Business Response

  Date: 03/29/2024

  To whom it May Concern,
  
  
  On Behalf of Truly Pediatric Home Care, I would like to offer an explanation regarding the alleged allegations set fourth by ***. ******** ******. However, due to patient sensitive information, am only not able to discuss all details due to HIPAA compliance and regulations. Here at Truly Pediatric Home Care it is our mission to Provide quality patient centered care that aligns with CHAP and Ohio Department of Medicaid rules and regulations.
  
   Prio to these events outlined in this compliant, ***. ****** has been provided with written education and doctors’ orders from Truly Pediatric Home Care regarding correct medication administration and regimen. On 03/04/2024 ********* ****** DON did provide ***. ****** and her husband with a copy of the said doctors’ orders through email, after being made aware that there was a question regarding the medication scheduled.  
  
  Despite redirection and education ***** ****** has refused to become compliant with the set fourth doctors’ orders. In February ***. ****** was also made aware that she was not providing the said client with the correct amounts of enteral feedings as ordered by his doctor. ****** has been noted by ** ***** LPN to be using an old binder that was left behind by another home health company that does not reflect the current orders approved by the ordering doctor for home health services. The clients doctor and case manager was made aware of the noncompliance.
  
  According to the Ohio Nurses Practice act all nurses and paid providers must only administer medications according to doctors’ orders. The medications that were requested by ***. ****** to be given by the nurse on duty were administered at 9am and were not due to be given until 12 hours after that time. The Nurse on duty ** ***** LPN attempted to explain the doctors’ orders to the client’s mother, who became upset and requested that the nurse end her scheduled shift early. The unscheduled medications were not given by Truly pediatric Home Care to ensure patient safety and remain in compliance with the current doctors’ orders.
  

   

   On 03/04/2024 ** ***** LPN was scheduled to work with the said client from 9am-6pm. These are the approved hours and schedule from DODD the client’s payor source. The second nurse that arrived at the client’s home is not and has never been an employee of Truly pediatric home care.
  
  
  Truly pediatric home care has extended time and resources after hours to resolve all complaints with the ****** family. However, due to unprofessional behavior and unreasonable requests by ***. ******* for Truly Pediatric staff, we are unable to accommodate due to program rules and regulations.
  
  
  The agency did provide the family with a weeks’ notice and informed the assigned case manager,  **** ******* with DODD that services would end.
  

  Truly Pediatric did follow up with the family on 03/27/2028 to offer the family a part-time nurse. However, services were refused by the ******* family.  As with all health care organizations, we are experiencing a staffing shortage and must treat all employees with respect and gratitude.  
  

   

  All the best,

  ********* ****** DON

  Customer Answer

  Date: 04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: It is riddled with deception from ********* *. ******, RN/DON and owner of Truly Pediatric Home Care, LLC. The extent of her narrative is so deceptive to the point she fabricated a great deal of what she stated. 

  Please see text messages from  ********* *. ******, RN/DON and owner of Truly Pediatric Home Care, LLC that contradicts several comments made by her.

  Please see thorough summary of events:

  Description of complaint:
  ***** ******* ****** is a 19-year-old male who lives with global anomalies since birth. He is medically fragile, non-verbal, non-ambulatory, and cognitively delayed. He has a G/J Tube and an Ileostomy. He is diagnosed with severe reflux, ATR-X Syndrome now known as Alpha –thalassemia X-Linked Intellectual Disability Syndrome and the life-threatening diagnosis of Microscopic Polyangiitis and it positions itself under the Vasculitis disease. He is monitored closely by Rheumotology. Essentially his capillary blood vessels burst in his lungs. 
  Employee Provider #1= ****** *.
  IP Provider #2= ******* *.
  Owner of Truly Pediatric Home Care LLC= *********/owner
  Client= ***** ****** (my son)
  2-28-24: di sent me a text that her Employee Provider #1= ****** *. wanted to change her schedule (see attachment 1). I distinctly explained to *********/Owner that this would run into the Independent Provider (IP) #2= ****** *. tour of 6pm-10pm. I let her know that this could possibly change in the future but her and I will have a discussion when she arrives on 3-4-24. Employee Provider #1= ****** *. understood this as well as she and I had a verbal discussion.
  3-4-24: ********* *. ******, RN/DON and owner of Truly Pediatric Home Care, LLC, unbeknownst to me, scheduled her employee provider #1 (9am-7pm) to override ****** *. work tour (6pm-10pm). ****** *. was visibly upset and stated, “**. ****** you have a problem in there” …pointing to the ****** B. I quickly confirmed with ****** *. the conversation that we ALL (*********/Owner, ****** *. and I) had and agreed on the week before. ****** *. stated, “********* told me I could work until 7pm”. I immediately call *********/Owner and she stated, “I cannot lose any of my nurses. I will ask her to leave today, and I will pay her myself, but we need to talk about how we are going to move forward.” *********/Owner and ****** *. had my home in an uproar because this fraudulent scheme that was strategized, executed, and supported by *********/Owner. As if this wasn’t enough. I ****** *. asked ****** *. had she given *****, my son/client, his 6:00pm medications. Employee Provider emphatically replied, “No” to each medication and stated, “that’s on your 485/Care Plan…not mines.” I told her that they are both on the same 485/Care Plan because Machelle supervises ****** *. ****** *. nonchalantly gather her belongings and walks out of my house. ****** *. administered my ***** my son’s medication. 
  3-4-24 (later in the evening): *********/Owner calls me to share ****** *. is quitting but willing to complete the week, but she is refusing to give a 30-day notice. However, she has another provider coming on board that will be able to work part-time. She also shared that her lesson was learned with ****** *. as she lied to her about ****** *. wasn’t going to be on the case that evening. She also claimed that this was ******** fault because she never submitted her hours. In addition, she stated that she has too many employees to keep up with all their hours.
  3-5-24: I spoke with *********/Owner and was quite transparent of how her actions caused chaos and was under minding to me and ******. *********/Owner was not happy with me saying this. She then replied, “Well I guess I owe her an apology.” She still blamed ****** and me at this point because she didn’t know her hours. Then she stated this was all a miscommunication.  Unfortunately, all of *********’s excuses left my family and I…. especially my son without services for 11 days. I had to go on work travel the following week and my husband’s job allowed him to work from home, but his work suffered because he could not complete all his work duties from such an unexpected late notice to his job. I called *********/Owner several times. She never returned any of my requests for her to call me (see attachment 2). Only because GOD’s GRACE and my determination we were able to procure a part-time provider through a reliable and conscientious Home Healthcare Agency.
  3-10-24: ********* emailed us the Discharge Summary (see attachment 3). I was disappointed that she chose not to mention nothing about what took place on March 4 but instead went with the narrative of her employee Provider #1 claiming that my husband and I treat her like “The Help” and that was her reason for leaving. ********* also stated she explained to us that the provider is unable to stay past scheduled shift to complete dishes and it is a shared responsibility of family and nurse. Please see the background to past events leading up to present… March 4, 2024, below.
  3-28-24: ********* sent a text stating she had a part-time provider and did we want to set up a meet and greet (see attachment #4). This is after I called, and she didn’t pick up. I asked her again to give me a call. I finally spoke with her and was somewhat able to express my dissatisfaction. Unfortunately, during this conversation she became unprofessional yelling and screaming. She resorted to calling names and said I need GOD. She even ranted about race issues. I don’t think this had anything to do with race…just unprofessional and uncompassionate individuals.  
  Background to Past Events Leading Up to Present:
  There had been 2-3 encounters with ****** *. where she purposely disregarded syringes/dishes that my husband and I accumulated during the night hours that we did not get to because we were providing care for our son who is known to have issues at night. ****** *. deliberately left those ite** in the water and only wash the ite** she used during her shift. This is petty and the epitome of not being patient and family centered. My husband and I have rough nights with our son sometimes and we don’t have the energy or time to clean ite** during the night or in the morning when we are trying to get ready for work. I asked ****** what her strategy was behind leaving 4-6 ite** in our son’s kitchen bin and only taking some out cleaning them (see attachment #5). She replied, “We all have to carry our weight.” I informed *********/owner of ******’s insensitive comment and she shared she couldn’t believe I didn’t kick her out my home. She also informed me of how much down time nurses have working in someone’s home.  ********* was taken aback, as we were, for ****** *. to behave in such a childish and uncompassionate manner of not trying to understand the life of parents with special needs children. It is never the intent of my husband and I to outright disrespect and disregard the work that providers do for our son…we are thankful. It is beyond me to witness a Home Healthcare Provider who cannot show grace at times when the parents can’t get around to something. Unfortunately, this is the life of parents with children who live with special needs. Again, ********* was outdone and said she would handle this by writing this duty in the care plan. *********’s comment in the Discharge Summary had never been shared with me prior. Her conversation was starkly different and in total contrast to what she wrote in this summary. ****** *. reports to our home 15 minutes, if not later, most of the time. She has called the times that she was going to be 30 minutes late. ****** *. lives in our neighborhood and 4 minutes away from our home.
  
  My Summation:
  I now hope that you see how disappointed we are with *********/Owner. There’s no other way to put this her actions and practices have been deceptive. Her professional practices have been less than stellar both to her employee and client. She confided that ****** *. was a problem employee. ********* L. ******, RN/DON Owner of Truly Pediatric Home Care, LLC will be her own business demise if she doesn’t do her due diligence as an up standing registered nurse and businesswoman.
  My family and I are disheartened by any home healthcare agency that are lacking in professionalism and compassion. ********* ****** RN/DON and Owner of Truly Pediatric Home Care, LLC exhibits poor practices in patient and family centered values. Therefore, there is “no way” we could continue services. There is nothing ********* can do to remedy this gross infraction. My family and I are not wishing her ill will, but special need families need their stories told and someone to be sincere and genuinely supportive.

  Sincerely,
  
  ******** ******

  Business Response

  Date: 04/03/2024

  Better Business Bureau
  ** ** ****** ******* **** *** ******* **** **********
  RE: Compliant ID: ********
  

  To whom it May Concern,
  

  On Behalf of Truly Pediatric Home Care, I would like to again extend an explanation regarding the alleged allegations set forth by ***. ******** ******. However, due to patient sensitive information, am only not able to discuss all details due to HIPAA compliance and regulations. It has been brought to my attention that the parent ******** ****** has disclosed patient sensitive information on this public platform. As a Medicaid provider and Health care entity I am prohibited from disclosing patient sensitive information which may include, name, address, age, address, and list of medications.

  Here at Truly Pediatric Home Care, it is our mission to Provide quality patient centered care that aligns with CHAP and Ohio Department of Medicaid rules and regulations.  I personal have worked with ******** ****** on several occasions to resolve her concerns and complaints, however there is a certain set of rules and regulations an agency must follow. The agency has been in close communications with the clients assigned case manager with DODD as well and has followed all program rules. 
  

  ******** stated in her report of events on 03/4/2024 that Two Nurses were present in her home: ** ***** LPN was the only nurse employed by Truly Pediatric Home Care, LLC. ** ***** was scheduled from 9am-7pm; a 10- hour shift as approved in the client's service plan provided by the DODD case Manger **** *******. ********* ****** DON was not present in the home as stated by ******** in her statement of events. ********* ****** DON was called per cell phone My ******** around 613pm, at that time ******** stated, " your nurse will not leave". At that time there were no mentions or any questions about medication administration. ******** was reassured that the agency will ensure that the company's employee would leave the premises immediately. ** ***** LPN was contacted and did leave the premises as requested.  I am unable to validate the conversations or events that may have transpired within the home on 03/04/2024 since I was not present, nor did I remain on the phone for the duration of the conversation between the nurse and parent. 
  On 03/04/2024 around 9pm after Truly Pediatrics normal business hours, ******** did call into the agency requesting to speak with The DON regarding the Interaction with ** ***** LPN, and ** ********* LPN IP (independent provider). I did provide RN supervision for ** ********* outside of Truly Pediatrics umbrella as a favor to the family. ******** met ** ********* at an event and hired her on her own. ******** disclosed that ** ********* LPN (a non-employee of Truly Pediatric) would not be returning to work in her home because she had taken a full-time supervisor position in a facility. I informed ******** that Medicaid providers must provide a written 30-day notice to the case manager and RN supervisor before exiting a case. ******** stated, “I am just going to let her go”, “I was warned about her; another RN supervisor stated that she does not make decisions that are always best for the client”. I learned later that ******** also told **** ******* with DODD that she did not need ** ********* LPN to work out the 30-day notice. Truly Pediatrics nurse ** ***** did work out a 2 weeks’ notice and during the 30-day period nursing coverage was offered to the family and refused.
  Durning that same conversation on 03/04/2024 ********* DON did speak with ******** for over an hour, and informed ******** that the afterhours line is reserved for emergency calls only.  ******** has called the afterhours line several times for non-emergent issues and has also sent text messages and pictures late in the evening after being provided with the company's business hours which are 830am -430pm. Durning the phone call with ********, the current medication administration record was reviewed, and a copy sent to both parents’ emails.
   I ********* ****** DON, explained to both parents that according to the current doctors’ orders and signed plan of care, received on 01/30/2024, that there were no medications due at 6pm. ******** stated she would call *** ********** office to request that all medication orders be reviewed, at that time she requested a copy of the medication profile. The current medication profile on file in Truly pediatrics electronic health records that ** ***** LPN was following was provided to the family immediately. The agency has not received any medication changes from *** ********** office.
  If ** ********* LPN did administer medications at 6pm as stated by ******** in her complaint to the BBB, the medications were given outside of the current plan of care provided to her by the RN supervisor.   I did end the call that evening with ******** with an apology and a promise that I would follow up with ** ***** LPN.
   ******** praised ****** work ethics and provided the agency with positive feedback on several occasions. Making comments Like “she talks to my son throughout the shift”, she is very knowledgeable regarding my sons care”.  ******** never had a compliant about ** *****s nursing care or interactions with the client.  ******** even thanked and praised ** ***** for assisting her disabled mother to the bathroom and preventing a fall at the last supervisory visit completed.
  As an accredited home health care provider that has earned a seal of excellence through CHAP, it is normal business practice to offer an apology and explanation whenever a consumer voices a concern or complaint. Truly Pediatric has taken every step possible to resolve the concerns and complaints from ********. I have personally been subjected to verbal abuse and unreasonable requests from ********. For example, ******** noted in her complaint that ** ***** left used medication syringes in the sink at the end of her shift. Please take note that there were only two used ite** in the picture she uploaded with her complaint. ** ***** stated that there were two full buckets at the beginning of her shift, which she washed and put away in the middle of her shift. After providing nursing care for the client and completing several loads of laundry there was no time at the end of her shift to wash more dishes and she did not feel the need to waste water and soap to wash two small ite**.
   In closing, ******** stated that Truly Pediatric caused her and her husband to go without nursing for 11 days.  This is not true, ******** allowed ** ********* LPN to leave the case without a 30-day notice as required and subjected ** ***** to unbearable work conditions. ******** also refused part-time nursing coverage from another Truly Pediatric home care skilled nurse.
  Here at Truly Pediatric at Home care, we provide care to the most fragile consumers; children with disabilities, I ********* ****** owner and founder would never take that privilege for granted nor would I allow my staff to miss handle any of the children entrusted in my care.
  Thank you,
  ********* ****** CEO/DON