Business ProfileforPeaceful Valley Home Care - Senior Solutions LLC

Our family signed up with Peaceful Valley Home care on 11/26/2022 and during the time they provided service we found most of the caregivers to be very pleasant and good with my parents. However, our struggle was with their business practices and the ethics of the owner. We understand that mistakes are made, but at no time did the owner ever take responsibility for their shortcomings. When a new caregiver went in, which was often, they sent them with no training or knowledge of my parent’s care plan, and even after promising they would not send new caregivers without training it continued to happen. There was an instance where the family was out of the country, and they canceled a regular shift at the request of our parents who are suffering with dementia. Of course, we got a call from my parents wondering why they didn’t show up, which was very unsettling since we were away and unable to come to their aid. The remedy was to send an individual that was no longer an employee to cover the shift, which was extremely inappropriate. The most recent failure was sending an employee that took advantage of my parent’s generosity and they terminated my parents for something that was 100% on PVHC and their employee. Upon termination we were told by the owner that my Parents needed to shower and change their clothes which is ironic since it was part of their weekly care plan to see that our parents showered two times per week. They were also responsible for grooming their feet which didn't begin to happen until August of 2023. The owner also called one of my personal friends who was not an employee of PVHC to discuss my parents’ termination, which was a serious breach of confidentiality and my parents’ right to privacy. Again, an example of the owner’s inability to step up and admit that they failed my parents and placed them in a very vulnerable position. I would not recommend PVHC due to a total lack of professionalism and ethics.

It is my duty to respond, and I will in the most thoughtful and transparent way possible without hurting feelings or breaking privacy and trust of my Home Care Aids, Clients, and their families. 1. “The personal friend” and “individual” are one in the same. This person ****** is referring to has been her friend for over 30 years. She is the person who brought this couple onboard with PVHC. This couple was her first admit in helping this agency grow. She also made Supervisory Visits during her employment with PVHC and would stop by in that capacity. The date in question for the “individual” was made on her own after just recently leaving her PVHC position within that same week. There is only one person for ******** example. I did call my former employee back to ask for help with this situation and she agreed and promptly rehired. 2. As a new home care agency owner, I have made mistakes and learn from each problem we have faced thus far. I feel problems are inevitable and it is how we move forward that is important. PVHC has been built from scratch by me, and I would like to believe most people I have worked with would see me as an ethical and honest person. I have always done my best to be professional and I am sorry for this bad experience for ****** and her family. It is our purpose at PVHC to help build trust and keep our seniors safe in their homes for as long as safely possible. When trust is broken it is very hard to win back. I made the decision to give our 30-day notice to this couple due to continued safety concerns living in the home alone and encouraged assisted living for them. 3. Home Care Aids – PVHC runs all HCAs though Guardian and has done so from inception Jan 29, 2021. We are aware of the risks of money being exchanged from the very beginning of services with all our Clients. I do most of the admits thus far and tell people the money rules related to PVHC Home Care Aids. It is in our handbook AND friendly reminders given on our agency chat that HCAs are not to take gifts, money, or checks from Clients or families. In this instance an aid broke those rules and when I was informed by the POA the aid was immediately terminated. We have zero tolerance for this type of behavior. I also turned this event into the sheriff’s dept in hopes they could patrol the home to make sure the caregiver did not return. She was terminated immediately, and the authorities were contacted. Home Care Aids are responsible for their own behavior in the home and will be terminated promptly based on this type of behavior every time which are few and far between. 4. Scheduling is very challenging in this industry: challenges of covering for sickness like the current situation we are battling Flu, COVID, and RSV Season already upon us that have affected many clients schedules last minute in the past 2 weeks. We do the best we can with the finite team we have available and must mitigate the spread of such illnesses within our agency and community. We do not want to spread sickness. Currently we have 25 HCAs working in the field and will continue to hire to meet the high demand for In-Home Care. We use Connecteam for scheduling and do our best to keep up with the changing needs of our clients and staff. Connecteam is where the HCA’s can chat with other aids, supervisors, and find their Team Chat for THEIR families where the team can easily communicate. I have given my aids the tools they need to stay connected and find information quickly. The binders are in the home with the history and notes for each family. I personally send the schedules out to the families every Sunday via text or email. We have recently implemented On Call for holidays and weekends for questions or concerns and to help cover for the dreaded call offs the healthcare industry is known for. PVHC is easily contacted via these means through text, calls, and emails for all our clients and families. 5. This couple have routinely refused showers and grooming due to their dementia. We have offered many days/ times and with different approaches without success. There was a myriad of excuses of why they could not take a shower told to their favorite aids. Believe me, we tried but we cannot force. 6. I am sorry and wish you and your family the very best.