Bayada Home Health Care

[redacted] – Stepmother to client [redacted] called to complain about a few missed shiftsClient is able to be left alone and is left alone by parents as well We were scheduled to visit the client hours a day/days a week We visited the client on 2/21/- 2/26/16, 2/28/ - 2/29/16, 3/2/- 3/4/16, 3/6/- 3/17/and 3/20/- 3/21/The [redacted] ’s continued to use Bayada up until March 21st, the cutoff date for Medicaid services at our office

At BAYADA Home Health Care our mission, vision, and values are more important than just words on paper, we each will live by themWe value our client relationships and strive to demonstrate integrity at all timesI am truly sorry you were unhappy with the discharge process and would like the
opportunity to discuss your concerns immediately and to provide any needed services until such time the client is able to find alternative care. Please be certain that BAYADA, at all times, was following physician orders as presented to us

Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: j***@bayada.com
8/25- 3:AM (EST)-Client (KL) emailed Bayada explaining an issue with substantial, unauthorized charges to her bank account credit card, requesting a call from Bayada, and
immediate refund
8/25- 4:AM (EST)- Client emailed Bayada indicating confirmation of additional charges than previously stated, accusing Bayada of stealing, and demanding immediate refund
8/25- 8:AM (EST)-Client called Bayada and discussed the substantial charges ($1,541.25) applied to her bank credit card with both a reimbursement associate and managerThe client had only authorized $on 6/19/The client requested that the payments be transferred back into her account as quickly as possible
8/25- The Reimbursement Manager researched the details of all transactions involving this account and confirmed the amounts indicated by the client were correct, and identified an issue with the automated credit card payment system which actually charged the invoice amount and not the co-pay amountThe Manager then worked with the Finance Team and issued a wire transfer of $1,as agreed upon by the client, as the client wanted to apply $for co-pay charges for July-September
8/25- The Reimbursement Manager called the client at 2:00pm (EST)- to confirm the wire transfer amounts (which also covered a $over draft bank fee)The Manager also confirmed that all credit card payment information would be removed from Bayada's system, and the client would receive a monthly invoice in the futureThe Manager confirmed that an email and letter would be sent to the client with a summary of all information discussed
8/25-6:PM (EST)- Client emailed Bayada confirming receipt of the payment, and expressed appreciation in Bayada resolving the matter so quickly
8/29- Reimbursement Manager emailed the client a letter of apology and explanation of all details regarding the situation (attached)
The client informed Bayada of an error, and Bayada acted immediately to resolve the matter within the same day
9/Area Director has contacted and client situation is resolvedClient has indicated complaint has been retracted and Revdex.com notified

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially acceptable. Although we have spoken with the Bayada director and agreed that they will resume service. We have yet to wait and see when they will start to provide care and bring supply. 
Sincerely,
[redacted]

At BAYADA Home Health Care our mission, vision, and values are more important than just words on paper, we each will live by them. We value our client relationships and strive to demonstrate...

integrity at all times. I am truly sorry you were unhappy with the discharge process and would like the opportunity to discuss your concerns immediately and to provide any needed services until such time the client is able to find alternative care.  Please be certain that BAYADA, at all times, was following physician orders as presented to us.

[redacted] – Stepmother to client [redacted] called to complain about a few missed shifts. Client is able to be left alone and is left alone by parents as well.  We were scheduled to visit the client 3 hours a day/6 days a week.  We visited the client on 2/21/16 - 2/26/16, 2/28/16...

- 2/29/16, 3/2/16 - 3/4/16, 3/6/16 - 3/17/16 and 3/20/16 - 3/21/16. The [redacted]’s continued to use Bayada up until March 21st, the cutoff date for Medicaid services at our office.