ComplaintsforValir Pace

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The place my mother goes for her therapy. Refuses to let her put her shoes and coat on while still in the building. She has been made to step completely outside before she was able to put on either one. She is 72 years old. To me this is well above elderly abuse. When my wife called yesterday February 21, 2024, she kept the the runaround on policies and the last she spoke to kept backtracking on everything she came up with. Please look into this and get to the bottom of it. Thank you and God bless.

  Business response

  03/07/2024

  Valir PACE contacted the participant's son and discussed the concern stated in this complaint.  There was discussion of what occurred with her clothing that day and there was understanding as to why these items were not removed from the bag until once outside.  The family will bring a change of clothes and shoes to keep on site for the participant so that nothing like this occurs again.  The son and the participant feel that this complaint is resolved and that there is a good plan in place for the future. 

  Customer response

  03/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************* started maintenance hemodialysis on 7/6/2021 due to End Stage Renal Disease 7/6/2021 and began receiving her outpatient hemodialysis at Fresenius ************ 8/3/2021. *********************, LCSW, dialysis social worker, met with ******* on 8/3/2021, her first day at the Fresenius ************* and discussed transplant with her. ******* advised her brother volunteered to donate his kidney to her and she would like to be referred for kidney transplant upon returning home after discharge from the Skilled Nursing Facility where she was receiving care. Social worker met with ******* again on 9/14/2021, ******* advised she returned home and would like a kidney transplant referral submitted to ***************** ******************************************* Center; social worker submitted this referral on 9/15/2021. Social worker became aware that ******* had enrolled in Valir PACE services on 11/4/2021 with effective date of 11/1/2021. On 11/4/2021, social worker discussed with ******* Valir PACE enrollment and that Valir PACE previously not covering transplant. ******* stated she consented to enrolling in Valir PACE services with the understanding that kidney transplant was covered. Social worker has been attempting to obtain Valir PACE contract for transplant evaluation since 11/4/2021. Valir PACE agreed to contract with OU for transplant evaluation, OU transplant refused contract and since 7/26/2022 social worker has been requesting contract with St. ************************ in *****, ** and was directed *********************************, with Valir PACE would be addressing contract authorization. Social worker began attempting to contact ********* on 10/4/2022 on regular basis and ********* has yet to return any calls to social worker regarding contract authorization for transplant evaluation in spite of formal grievances submitted to Valir PACE, OHCA, and ******** *********************

  Business response

  01/03/2023

  see attached

  First, let me clarify for reference the time it has taken Valir PACE to respond to this complaint. The original letter that was sent on 1 1/14/2022 went to *************************, who is manager of our ************ outpatient rehab clinic. I feel certain if **** had received this letter, he would have realized the importance and sent it directly to PACE, but something got lost somewhere. In the future, if you could address any letters regarding Valir PACE to ***************************, **** Director of Quality Improvement and Compliance, the response will be timely.

  I want to assure you that Valir PACE has been working through this complaint with our PACE participant and the dialysis company. The dialysis company's social worker has filed complaints with among others, the ******** ********************* ("OHCA"). OHCA is reviewing Valir PACE's documentation on this very issue. Obviously, Valir PACE is not permitted to go into specific details regarding our participant due to our legal constraints of HIPAA which may have been violated by this social worker. However, please know that Valir PACE remains committed to providing the best care possible for our participants. There are many factors and requirements that must be evaluated before a participant is eligible for a transplant, Valir PACE has and will continue to evaluate this participant's needs.

  If you have any questions or concerns, please do not hesitate to contact me.

*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. ↩