Optum Palliative and Hospice Care

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because it is blatantly untrue.  We had five family members present when the first bed bug appeared.  The nurse stated that it was not a bed bug, and left the house.  Multiple bugs continued to appear on the bed, and we kept picking them up off of our dying Father.  The were full of blood when we squashed them.  My sister called Optum Health Care and they said they could not help us.  She asked to speak to a manager and they said one would call back.  In the meantime, because of the late hour and the fact that the bedbugs were still crawling out from wherever they were hiding onto my dying Father, I called the bed company and spoke with a woman named Nora.  After I emailed her a photo of one of the bed bugs, she immediately agreed to send a new bed.  I called the Fire Department to ask them if they could help lift my Dad. Then I got a call from Danny at the bed company, Joerns, who told me he was in Fairfax, would be sanitizing the new bed, and would be on his way and at the house by 9:00 pm.After all of this transpired, my sister spoke with the Optum manager who agreed to get a new bed at that point.  She said one would be coming from Maryland and would be at the house by 11:00.  But I already had one arranged.  When I called Danny to make sure there weren't two beds coming, he told me that they hadn't heard from anyone else about a bed replacement.  The nurse never called the Fire Department because she was not at the house to know when the bed arrived or when the Fire Department was needed.  I am sure they keep phone records.The next day, my sister spoke with the nurse who, when confronted by her lack of response on this bedbug issue, did not deny it.  In the meantime, there are still bedbugs at my parents' house.  My Mom has been bitten, and the house is being fumigated.  [redacted] has confirmed that the multiple bugs we took off my Dad and the hospital bed, and stored in a secure container, are bedbugs.
Regards,
[redacted]

In response to your letter about our customer's additional concerns, below is my response.I first want to offer my sincere condolences to the family on their loss. In this time of dealing with the loss of a loved one, I appreciate the family taking the time to provide input about their experience with Optum Palliative and Hospice Care.In connection with this patient, I reviewed all of the documentation, including our clinical and other notes and documentation from the DME provider. I also interviewed the personnel involved, and performed a root cause analysis. My review indicated that the Optum Team responded appropriately to the needs of the patient and his family based on the information that was communicated with our staff. We of course understand that the patient's family does not agree, and we are sorry for that and their experience.Optum Palliative and Hospice Care strives to ensure that the Patient and Family needs are met. We take all feedback and concerns very seriously as this enables us to continue to identify opportunities for improvement.We will continue to monitor for ways to improve our care delivery,If there are any other questions or concerns, please do not hesitate to contact me.My best,