Genesis Healthcare

My grandmother was in after a broken leg. We picked it because of it being close to her family. Thank goodness that was the only benefit. If you like changing policies and information this is your place. They change rules pending on who you speak too. It is an older facility but it is not kept clean. Her tv broke and no one fixed it for her -even after we complained. She was left on potty pans for over an hour-how do we know that-well she thought she hung up the phone with her daughter but didn't. We could hear her calling for help the entire time. We gave daily food from the outside and she would never get it many times. Staffing was rude. Management will tell you what you want to hear and do the complete opposite. My heart goes out to patients without loved ones to advocate for them.

Should say hoping the first test was a false positive and second will be negative. Let’s hope, I am not ready to loose her because of incompetency.

For the entire time my sister has and still is at this facility I have had to fight for hygiene care, changing of bedsheets (1 time) , emptying of potty chair and simple answering of call bell. Most of the time they would simply turn her light off and come back when they felt like it, no urgency. My sisters injury was a break of the largest bone in het body and one of the most painful operation and recovery time was long and enduring. She also has COPD and needs oxygen 24x7; however that did not mean any urgency on the techs, aides or the nurses. They move when they feel like it. Don’t ask me how many times I have been on the phone with the nurse, the social worker and the administrator. Too many to count. So after going through all of this and having her tested two previous times for covid, I received a call from a nurse I believe this past Thursday or Friday stating my sister was wheezing. My first question was, have you done a chest x-ray to make sure she does not have pneumonia? The answer was not yet but we will. I have yet spoken with a doctor for a professional review of that x-ray however I was told by the social worker it showed no pneumonia. Then this past Sunday I received an email advising that my sister tested positive for Covid. How?.? No family members have been in so it had to be the nurses or an aide or tech. I also found out that one of my sisters nurses was sent home with a fever and he has not returned (about 5 days) so my guess is he has Covid. I was never told that she was possibly exposed until the test came back. I only found out about The nurse being sent home by my sister. I am hoping that proper mandated protocol was followed by all personnel but it seems not. Will wait for the investigation to be done.

I was also told she is asymptomatic but if the second test comes back positive (hoping for a false negative) they want to take an asymptomatic person, (my sister, not theirs) and throw her into a full blown Covid building which will be a death sentence for her. PLEASE BEWARE OF THIS FACILITY!

nurses and cna are great. management and therapy are a joke. management is incompetent. can not answer a simple question. will not show me there written policy if someone falls or gets hurt. because they do not have one.

To whom it may concern:Regarding complaint ID ***.The full refund was sent to the correct family representative on 10/31/2016. Sincerely,Wendy N***Regional Vice President, Colorado RegionGenesis HealthCare

August 15, Dear *** ***:In response to complaint ID # *** for Billing or Collection Issues, the issue has been correctedThe correction was made on 07/25/by removing their address from our computer system, and correcting the billing error,The customer will not
receive any further billing statements from our establishment.We implemented a new policy to automatically remove the billing address for any future complaints until the account is reviewed and/or resolved.If you have any questions, please don’t hesitate to contact me at ###-###-####.Sincerely,Kelly G.Business Office Manager

To whom it may concern,
This letter servers as a response to complaint ID # *** that was received by Genesis HealthCare on July 27, The patient's daughter states that when her mother went from Rehab to Hospice care she just totally shut down and hence, was not receiving services
and that she requested a Psyche evaluation that never happenedPer her medical records and nurses notes it is very clear the patient was declining for some time and this was the reason they the family decide to put her on hospice as it was recommended by her physicianThis was a choice made by the daughter who was the Health Care ProxyAs far as not receiving services goes, the facility continued to provide the same hours nursing care and social service care while on hospice and hospice provide the same care as wellThe amount of time spent on a hospice patient is almost doubledThis patient was also seen by Psyche services as it is documented in the patient's records.The Business office does help families with questions when filling out applications for Massachusetts Medicaid but per company policy does not do the application for them, They did however; suggest a few alternatives such as retaining a lawyer or seeking out individuals that charge much less than a lawyer for around $The complainant states that Medicare pays for days of a stayMedicare will pay up to so long as a patient remains skilled per Medicare guidelinesWhen a patient or family member makes a decision to be put on hospice, Medicare no longer considers the patient skilled, This means the next form of pay will either need to be private pay or Medicaid if there are no fundsThe patient's daughter did an application for *** MedicaidOn 6/8/the facility received a notice from *** Medicaid stating there was a final denial on this patient's application due to a number of transferred assets that totaled over $49,That being said the patient owes the facility for days of room and board at $and in Pharmacy charges for a total bill of $3790,the claimant states she appealed the decision from *** Medicaid but there is no record of a date for an appeal hearingOur room and board charges for a private pay resident are average for our marketThey are not three times the above the normalPhone and cable charges are only charged when the family or patient requests them in writingAt no time did anyone ask for the services to be removedThe claims of the patient being in the same clothes and not eating for days are just not trueAs stated before, while on Hospice, a patient has both nurses and aides from Hospice and from the center giving care for all activities of daily livingThis includes bathing, cleaning and changingAs the patients DPOA and HCP the daughter was in charge of both the residents healthcare and financial decision making,lf more information is needed, please contact Donna C*** Business Office Manager,Palm CenterThank you,
Frank M
Administrator

To whom it may concern,This letter servers as a response to complaint ID # *** that was received by Genesis HealthCare on July 27, The patient's daughter states that when her mother went from Rehab to Hospice care she just totally shut down and hence, was not receiving services and that
she requested a Psyche evaluation that never happenedPer her medical records and nurses notes it is very clear the patient was declining for some time and this was the reason they the family decide to put her on hospice as it was recommended by her physicianThis was a choice made by the daughter who was the Health Care ProxyAs far as not receiving services goes, the facility continued to provide the same hours nursing care and social service care while on hospice and hospice provide the same care as wellThe amount of time spent on a hospice patient is almost doubledThis patient was also seen by Psyche services as it is documented in the patient's records.The Business office does help families with questions when filling out applications for Massachusetts Medicaid but per company policy does not do the application for them, They did however; suggest a few alternatives such as retaining a lawyer or seeking out individuals that charge much less than a lawyer for around $400.00.The complainant states that Medicare pays for days of a stayMedicare will pay up to so long as a patient remains skilled per Medicare guidelinesWhen a patient or family member makes a decision to be put on hospice, Medicare no longer considers the patient skilled, This means the next form of pay will either need to be private pay or Medicaid if there are no fundsThe patient's daughter did an application for *** MedicaidOn 6/8/the facility received a notice from *** Medicaid stating there was a final denial on this patient's application due to a number of transferred assets that totaled over $49,That being said the patient owes the facility for days of room and board at $and in Pharmacy charges for a total bill of $3790,the claimant states she appealed the decision from *** Medicaid but there is no record of a date for an appeal hearing.Our room and board charges for a private pay resident are average for our marketThey are not three times the above the normalPhone and cable charges are only charged when the family or patient requests them in writingAt no time did anyone ask for the services to be removedThe claims of the patient being in the same clothes and not eating for days are just not trueAs stated before, while on Hospice, a patient has both nurses and aides from Hospice and from the center giving care for all activities of daily livingThis includes bathing, cleaning and changing.As the patients DPOA and HCP the daughter was in charge of both the residents healthcare and financial decision making,lf more information is needed, please contact Donna C*** Business Office Manager,Palm CenterThank you, Frank MAdministrator

From: ** <[redacted].com>Date: Tue, Sep 1, 2015 at 11:50 AMSubject: re: E-mails sent and allegations of not receiving themTo: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>
Hi [redacted]
Enclosed you will find the documentation I sent to the contact addresses given by  Revdex.com in response to case #[redacted]. Revdex.com states on it's site the case is closed when indeed I did not receive a response from Genesis or Revdex.com in regard to the communications listed below. 
Genesis Health Care is expecting a non adjusted billing statement payment with no acknowledgment of receipt of my payment in Good Faith on August 13th, 2015, until mediation occurs.Genesis is also claiming my mother has an outstanding drug bill of 17.80 when indeed I paid their drug pharmacy company [redacted] after settlement with disputed overcharges with them as well.
Please record these complaints and to circumvent any further complications attached to my name regarding these breaches. I would greatly appreciate advice on how to proceed with this billing issue at this time
Thanks 
[redacted]
--------------------------------------------------------------------------------...⇄ /> Complaint With Genesis Health Care
People
ma  Aug 19
To
[email protected]
You have not received a response from me as I have not received any communication or responses from Genesis Health Care to date re: complaint #[redacted]
Just today,  received an e-mail from Revdex.com stating the case is closed and the business claim of trying to resolve the complaint with me not being satisfactory! 
I am responding to that e mail with concerns as no such action was taken on the part of Genesis Health Care. They did not return my call back. I have been waiting for a response but did not get one. [redacted] Medicaid denied my mothers application sending me an obscure illegible message which I believe states or suggests  I go to probate to officiate documentation they had recently requested. I explained to them prior to that communication that I had a disability and so does my daughter who is currently living with me . I do not have the ability to pursue that action due to health and hardship issues
I sent a letter to Genesis this week after receiving the letter from [redacted] Medicaid. The letter states the aforementioned issues and offers to pay 10 dollars  a month in Good Faith until a mediated bill was agreed ,upon. A check was included in with the bill as well as a request to adjust charges to a more reasonable rate for room and board in their facility.
Please advise,
 
Thanks Complaint With Genesis Health Care
People
ma  Aug 19
To
[email protected]
You have not received a response from me as I have not received any communication or responses from Genesis Health Care to date re: complaint #[redacted]
Just today,  received an e-mail from Revdex.com stating the case is closed and the business claim of trying to resolve the complaint with me not being satisfactory! 
I am responding to that e mail with concerns as no such action was taken on the part of Genesis Health Care. They did not return my call back. I have been waiting for a response but did not get one. [redacted] Medicaid denied my mothers application sending me an obscure illegible message which I believe states or suggests  I go to probate to officiate documentation they had recently requested. I explained to them prior to that communication that I had a disability and so does my daughter who is currently living with me . I do not have the ability to pursue that action due to health and hardship issues
I sent a letter to Genesis this week after receiving the letter from [redacted] Medicaid. The letter states the aforementioned issues and offers to pay 10 dollars  a month in Good Faith until a mediated bill was agreed ,upon. A check was included in with the bill as well as a request to adjust charges to a more reasonable rate for room and board in their facility.
Please advise,
 
Thanks 
MR
---------------------------------------------------Re: Complaint with Genesis Health Care for billing adjustment
People
ma  Aug 28 at 1:09 PM
To
MyRevdex.com Info
My response has not been addressed or acknowledged since this last communication except for a reissuing of the full amount of the bill originally charged with no adjustments . I've checked the e-mails daily, the spam and trash files and there have been no e-mails or phone calls acknowledging my response to the allegations from Genesis Health Care in MA. since that time.
Please advise
Thanks 
[redacted]

From: ** <[redacted].com>Date: Tue, Sep 1, 2015 at 11:50 AMSubject: re: E-mails sent and allegations of not receiving themTo: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Hi [redacted]Enclosed you will find the documentation I sent to the contact addresses given by  Revdex.com in response to case #[redacted]. Revdex.com states on it's site the case is closed when indeed I did not receive a response from Genesis or Revdex.com in regard to the communications listed below. Genesis Health Care is expecting a non adjusted billing statement payment with no acknowledgment of receipt of my payment in Good Faith on August 13th, 2015, until mediation occurs.Genesis is also claiming my mother has an outstanding drug bill of 17.80 when indeed I paid their drug pharmacy company [redacted] after settlement with disputed overcharges with them as well.Please record these complaints and to circumvent any further complications attached to my name regarding these breaches. I would greatly appreciate advice on how to proceed with this billing issue at this timeThanks [redacted]----------------------------------------------------------...⇄ With Genesis Health CarePeoplema  Aug 19To [email protected] have not received a response from me as I have not received any communication or responses from Genesis Health Care to date re: complaint #[redacted]Just today,  received an e-mail from Revdex.com stating the case is closed and the business claim of trying to resolve the complaint with me not being satisfactory! I am responding to that e mail with concerns as no such action was taken on the part of Genesis Health Care. They did not return my call back. I have been waiting for a response but did not get one. [redacted] Medicaid denied my mothers application sending me an obscure illegible message which I believe states or suggests  I go to probate to officiate documentation they had recently requested. I explained to them prior to that communication that I had a disability and so does my daughter who is currently living with me . I do not have the ability to pursue that action due to health and hardship issuesI sent a letter to Genesis this week after receiving the letter from [redacted] Medicaid. The letter states the aforementioned issues and offers to pay 10 dollars  a month in Good Faith until a mediated bill was agreed ,upon. A check was included in with the bill as well as a request to adjust charges to a more reasonable rate for room and board in their facility.Please advise, Thanks Complaint With Genesis Health CarePeoplema  Aug 19To [email protected] have not received a response from me as I have not received any communication or responses from Genesis Health Care to date re: complaint #[redacted]Just today,  received an e-mail from Revdex.com stating the case is closed and the business claim of trying to resolve the complaint with me not being satisfactory! I am responding to that e mail with concerns as no such action was taken on the part of Genesis Health Care. They did not return my call back. I have been waiting for a response but did not get one. [redacted] Medicaid denied my mothers application sending me an obscure illegible message which I believe states or suggests  I go to probate to officiate documentation they had recently requested. I explained to them prior to that communication that I had a disability and so does my daughter who is currently living with me . I do not have the ability to pursue that action due to health and hardship issuesI sent a letter to Genesis this week after receiving the letter from [redacted] Medicaid. The letter states the aforementioned issues and offers to pay 10 dollars  a month in Good Faith until a mediated bill was agreed ,upon. A check was included in with the bill as well as a request to adjust charges to a more reasonable rate for room and board in their facility.Please advise, Thanks MR---------------------------------------------------Re: Complaint with Genesis Health Care for billing adjustmentPeoplema  Aug 28 at 1:09 PMTo MyRevdex.com InfoMy response has not been addressed or acknowledged since this last communication except for a reissuing of the full amount of the bill originally charged with no adjustments . I've checked the e-mails daily, the spam and trash files and there have been no e-mails or phone calls acknowledging my response to the allegations from Genesis Health Care in MA. since that time.Please adviseThanks [redacted]

Review: From July 16 to Aug 10, 2013, I was in rehab. My insurance paid all of my expenses. I still continue to receive bills from Genesis (latest July 9, 2014), although I have talked a few times with the billing office (Terry), who assures me that all has been paid and to ignore the bill that I keep receiving. I recently sent them a letter, but the bills keep coming. It is quite annoying that the business office cannot correct this error in their computer system.Desired Settlement: I would like them to make the correction on their computer so that I do not receive this bill which I do not owe.

Business

Response:

August 15, 2014Dear [redacted]:In response to complaint ID # [redacted] for Billing or Collection Issues, the issue has been corrected. The correction was made on 07/25/2014 by removing their address from our computer system, and correcting the billing error,The customer will not receive any further billing statements from our establishment.We implemented a new policy to automatically remove the billing address for any future complaints until the account is reviewed and/or resolved.If you have any questions, please don’t hesitate to contact me at ###-###-####.Sincerely,Kelly G.Business Office Manager