ComplaintsforRight at Home East Atlanta

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother has been receiving home health care from Right at Home for approximately 4 months during that time she has had at least 10 care providers of them 4 have proven to be abiding by the rules in which I was informed they would follow one of which is to take care of my mother who suffers from cognitive issues and who is also requires toileting assistance. Most recently the care provider was present for 4 hours and failed to ensure my mother went to the bathroom or changed her pull-up, the care provider an be witnessed on camera on her phone while my mother entertains herself less than an arm length away. The sad part about this is that was not the first time this occurred with a care giver. The first time it happened was the second day of receiving care for my mother it took 3 days for someone to respond to me about the incident and I was assured it would not happen again the employees were trained and aware of the job requirement. I continued to communicate what my expectations for care while receiving more substandard care providers I paused my service for a period of time and resumed or for things to get worse. I watch on camera care providers doing the same thing on the phone ignoring my mom, not sweeping, mopping or at times taking out the trash. On this last incident December 26, when my mom sat in wet underwear and was ignored I called and sent emails to the ********************* and the owner ************ to date neither has responded to what actions will be taken. This is elder abuse and should not be taken lightly. This company is terrible charging ***** to 30 dollars to help abuse clients.

  Business response

  01/12/2023

  Dear **************** ***********************,
  
  We at Right at Home appreciate you for having trusted us with the care of your mother. We apologize for not providing the desired level of care, and we are regretful about this outcome. Our team has worked diligently to recruit caregivers that were a good fit for your Mom, and we provided several options intending to provide excellent care. I understand that we have not met your expectations,and I do not take this unfortunate situation lightly. As the Agency Director, I take responsibility for not responding to your email timely. I would have preferred to speak with you and work even harder to improve your Moms care.***** and ************ were not in the office during the period of time that you have described, but they are equally concerned. Due to many caregivers and their children being off for the holidays and caregivers dealing with their own family health issues, the holidays were an extraordinary time to be providing in-home care. I am glad that in our last week of service to your Mom, we could provide care and honor your request for an extended shift.

  
  We have provided quality care to families in multiple metro Atlanta counties for over ten years, and our highest priority is excellence in caring for families. Our entire team sincerely apologizes that we have disappointed you in caring for your Mom. We will review the areas of concern that you expressed in this complaint and work toward better future outcomes.
  
  Respectfully,
  
  *****************, Agency Director, Right at Home

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