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Consumer Complaints

BBB Accredited Business since 07/08/2011

Senior Solutions at Home, Inc.

Phone: (615) 377-6566

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

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 Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
10/28/2014Problems with Product / Service | Read Complaint Details
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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.



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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.