ComplaintsforConsumer Direct Care Network Virgnia

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 3, ***************************************************** six areas of my brain after leaving the hospital I was sent to a rehabilitation facility once I was discharged from the rehabilitation facility and completed my outpatient therapy, the doctors determined that I would need home health services. The doctor provided me with a list of names of companies that provided the services. I reached out to one of the companies that were on the recommendation list. The company is Mom is in motion. I completed all of the paperwork. I was supposed to start using the services immediately I was given a case worker name ************************* Who set up an appointment every month for one hour to do a check and I were under the impression that she was submitting the paperwork to a third-party company that will pay for the services for the caregiver which is my sister *************************. My sister continue services of caring for me the way that she was instructed by ************************, after the months went by of non-payment but my sister and myself constantly completing the visits that the case manager requested we complain and requested a new case manager a new case manager was provided name Mrs. **************************** In the beginning *************** assured us that things will be better all paperwork will be submitted the correct way and all payments will be paid out to the employer (my sister) for taking care of me, needless to say a few more months went by and *************** also was not able to get all the proper paperwork submitted payment has still not been issued to the caregiver so at this point we decided to reach out to a supervisor. The supervisor who we spoke to name was ****************************, we advise ***************** that this has been going on for almost 10 months and that I was referred to her because after speaking to the insurance company ************************* ************* case manager advised us that both company has been getting paid to provide service that has not been provide

  Business response

  07/13/2022

  Thank you for reaching out with this information. We are dedicated to continuous improvement at CDVA and want to ensure all our participants and attendants are assisted appropriately.
  
  Our Program Coordinator Team Lead has made daily outreach to ******************************* to try to assist with her questions. ************** shared that her attendant, *************************, was experiencing issues submitting time into our web based portal. Based on CDVAs research, it was found that the login credentials being used for both ******* and Niaishias portal accounts were the same, which our portal will not allow. This was explained to both ******* and Niaishia via a conference call on 07/08/2022. The Team Lead explained the appropriate steps required to complete the portal registration process correctly and explained the functionality of the portal.These instructions are available on our website and were also emailed to both Niaishia and ******* so they are able to refer to these instructions in the future. ******* was able to successfully register and submit her time, and CDVA has issued payment to ******* via a pay card. **** will continue to make outreach to ************** until we can confirm the card is received and they are satisfied with the outcome. 

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