ComplaintsforHCC Home Health Services

• Initial Complaint

  08/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Agency did contract and collected cash from dad ***** to pay aide services for month of Aug. (Disabled sp ********* *******. Aide came four total days. Aide had another full time job so no way possible to complete this assignment. I requested refund back for my elderly dad with no luck. I’ve sent multiple text messages with no resolution to from manager Christy. They do not have a replacement. I think they took advantage and received payment on a service they could not deliver. It’s the 18th of the month and still no resolution.

  Business response

  09/16/2021

  Dear Sir or Madam

   

  This is Jack N****, the owner of HCC Personal Care.  I received a copy of the complaint letter yesterday.  With the care we provided to *** ******, our employees clock in their time using the electronic visit verification (EVV) method.  What this means is that our system will not allow them to successfully clock in unless they are at the patients home because there is GPS tracking.  For the month of August our system recorded 32 total hours of care provided.  The family is disputing 8 hours of care provided.

   

  The patient has a monthly co-payment of *******, this is determined by Medicaid and not by our agency.  The regulations state that when there is a patient copay, that amount needs to be paid first before Medicaid pays the rest of the service.  This is similar to when one has a medical procedure and there is an amount the patient pays first and the insurance pays for the rest of the costs.

   

  The current Medicaid reimbursement rate is ****** per hour, so in this example we take the monthly copay and divide it by the reimbursement rate.  That figure comes to ***** hours which means any hours provided less than ***** for the entire month the patient is entitled to a pro-rated copay.  To reach resolution we will drop off the 8 hours they are disputing so there was 24 hours of care provided.  If we take 24 hours multiplied by the reimbursement rate that figure comes to *******, a difference of ***** of the patient copay.  We are mailing a check today for that amount.  I personally left a message for the daughter on September 3 to discuss this but was not able to speak with her.

   

  Please let me know if you have any questions.  Thank you.

  Customer response

  09/17/2021

  
  
  [i did not get any phone call or message from Jack.  We did not get services that were promised.  I have no problem paying my mother’s co-pay.  I do have a problem when someone takes advantage of the elderly.  Someone from HCC came and collected co-payment and rid not have an air to give the service for are.  My phone number is * ***** ********.   Please call and advise of my next action for resolution. 
  
  Regards,
  
  ***** ******
  
  
  
  
  

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