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Customer Complaints Summary
1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Total Closed Complaints
Problems with Product / Service
Advertising / Sales Issues
Billing / Collection Issues
Guarantee / Warranty Issues
Total Closed Complaints
Additional Complaint Information
Kunu Kaushal, President & COO of Senior Solutions at Home, Inc. would like the opportunity to resolve any concerns consumers may have before a complaint is filed with BBB. BBB encourages consumers to contact Mr. Kaushal at 615-377-6566 and allow him 72 hours (excluding weekends and holidays) to address any concerns prior to filing a complaint with BBB.
Complaint The company sent unqualified caregiver yesterday and today no one showed up to care for a 28 year old quadriplegic. On 10/8/2014, the company sent a caregiver to a young quadriplegic who needs maximum assistance to get out of bed, ADL's, lunch. This caregiver did not know how to do a bed bath, dress the young lady, transfer her out of bed to her power wheelchair, or even pull hair up into a pony tail. On 10/9/2014, a different caregiver who has never worked with her was supposed to arrive at 9:30 AM. No one had arrived by 12:00 and she did not receive any phone calls about this. I called the company around 12:30 to see what the problem was and was told they did not know why the caregiver did not show up. I told them I was leaving my job to go home to get her out of bed. Someone did show up a while later, not the person who was supposed to be here at 9:30. This is not the first time or two that unqualified caregivers have been sent to care for her. It seems they do not send qualified people to care for her special needs. These caregivers are not aware of what type of client they are going to be caring for. This is very unprofessional behavior and very disrespectful to the client to not communicate with her. They do not deserve the rating posted on your page.
Desired Settlement Please send trained, qualified caregivers to assist their clients and provide better communication to the caregiver and the client.
Business Response Contact Name and Title: **** *******, CEO Contact Phone: XXXXXXXXXX Contact Email: ****@************************* It is important to note, the client receives public funds for this care. We function under our contractual agreements with the STATE of TN and her insurance provider. She was and is still required to have a natural backup in the instances as these services are not meant to be skilled. We were operating within our policies in sending care with a replacement as soon as possible. Because the care is delivered in the home and not a facility, we can only provide replacements when and where available.
We can not respond specifically to care of the client due to HIPAA laws. However, I will generally confirm that we did have a quality of service failure due to the client's regular staff being unavailable. In response, we have sent our Quality Assurance Manager out to the home to do a detailed investigation. We have also completed a thorough re-training of our staffing coordinators on how to deal with specific high-needs clients like these. We have also worked with the family since the complaint to resolve and communicate our action plan. In review of their schedule, I have noted a regular staff member is back in place and the client has been active in making their schedule changes.
The complaint asks for two things in resolution: training and communication.
I can confirm that the staff did have training but wasn't specifically comfortable with the high level of care. We have created a fail-safe for this by creating an internal "flag" to denote the needs of this client (along with other high-needs clients).
We have given specific training to our staffing coordinators regarding where to find details about the client to pass on to caregivers, as well as reinforcing the need for client involvement in staffing changes.
As the company, we encourage the complaints comes directly to us so we can better address the issue. Please confirm that Ms. ******** has indeed been in direct contact with us since the incident and we have resolved or made plans to correct the issues.
If we can do anything more to correct the problem, We would be happy to do so.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in 45 counties in MiddleTennessee and Southern Kentucky. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
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