ComplaintsforNHC - Headquarters

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 9,2023 my dad *************** called 911. He has been living at The ******* over six months. I was calling my throughout the day but I couldn't reach him. I called the nurse station, the phone kept transferring to B wing. I called the nurse station again, asked about **************** in room A15. She said that she will walk to his room. *************** was not in the room. I asked where was he. The nurse stated she doesn't know. She then placed me on hold, I was waiting for his nurse. ********************* was his nurse, she stated that *************** is not in his room. I asked her where is my dad's tech aide, ******** stated she doesn't know. I hung the phone up and started calling different hospitals. I called the ******* again, spoke to ******************** told me that my dad left in the ambulance. The reason she doesn't know where he is,, my dad called 911 himself. I hung up the phone and called more hospitals.I received phone call from my auntie, she was nervously crying, the time she called was approximately 8am. She stated that the nursing home did not know where **************************** is. She was told that he called 911 himself. We hung up, I then called ************************** assistant Director of nursing. I left a voice message. I called back asked for the Director, I was transferred to ***********************. I left a voice message. I called 911 dispatch and found out that my dad called 911 at 3AM. My dad went to ***********************************. I called the *****************************, I spoke to ****. **** stated that the ambulance just escorted **************** back to The ******* approximately 9:15am.I have made several complaints to the nurses and tech aide in the past. Dad is constantly ringing nurse buttons, no answer. I have spoken to *************************, in October or September 2023. I complaint about the housekeeping, my dad's urinal, Tech refusing to give him a new urinal, and Tech wouldn't empty his urinal. The tech told my dad that he still have some room in the urinal. My dad has told me how the nurses and tech also treat my dad's roommate. The staff steal my dad's snacks. *************** always say that he doesn't want to get put out from the *******. He doesn't want to complain. One day Nurse was in his room and she dyed her hair in bathroom, black dye was everywhere in the bathroom. I have called in the past because my dad called me saying he needs a shower. No one is answering the nurse buttons. My dad and his roommate help one another by trying to communicate with staff.

  Business response

  11/13/2023

  My name is ************************  I am the Administrator at The *******.  The person submitting this complaint, ************, is not allowed to receive patient information according to the patient's first emergency contact.  We are under strict HIPAA guidelines and are unable to disclose any information concerning the patient to *************  She is attempting to collect our patient's protected health information by making a complaint through the Better Business Bureau.  If you need additional information regarding this complaint, our policies, or procedures as they relate maintaining HIPAA compliance, please reply to me directly.  You can reach me by phone at ************ or by email at *******************************.

   

  Sincerely,

  ***********************

  Business response

  11/14/2023

  Most Recent Message

  Date Sent: 11/13/2023 6:08:24 PM
  

  My name is ************************  I am the Administrator at The *******.  The person submitting this complaint, ************, is not allowed to receive patient information according to the patient's first emergency contact.  We are under strict HIPAA guidelines and are unable to disclose any information concerning the patient to *************  She is attempting to collect our patient's protected health information by making a complaint through the Better Business Bureau.  If you need additional information regarding this complaint, our policies, or procedures as they relate maintaining HIPAA compliance, please reply to me directly.  You can reach me by phone at ************ or by email at *******************************.

   

  Sincerely,

  ***********************

  Customer response

  11/14/2023

   
  Complaint: 20858474
  
  I am rejecting this response because:  I'M NOT ASKING ABOUT ******************** HEALTH DIGANOSIS NOR ASKING YOU TO GIVE ME INFORMATION ABOUT HIS MEDICAL CONDITION.  IM COMPLAINING TO BBB ABOUT THE NEGLECT MY DAD RECEIVE AT YOUR FACILITY. HOW DOES   HIPAA PRIVACY COMPLIANCE  PREVENT ME FROM COMPLAINING ABOUT YOUR CARETAKER SERVICES. NEGLECT IS MY CONCERN. MY DAD IS CALLING ME TELLING ME TO GET HELP FOR HIM, TELLING ME HOW THE CARE TECH SPOKE TO HIM HARSHLY, NOT GIVING MY DAD A SHOWER, STAFF NOT ANSWERING THE NURSE CALL BUTTON, MY DAD NOR ANY OTHER DISABLED ADULTS SHOULD BE SUBJECT TO THIS CRUEL CONDUCT.  THEREFORE I CAN COMPLAIN ABOUT MY DAD'S  WELLBEING.

   

  
  Sincerely,
  
  ***********************

  Customer response

  11/14/2023

  Complaint # ********

  Hi, this is ***********************.  I recently filed a complaint against The *******/ NHC headquarters. In regards to the settlement, *** not requesting for the business to contact me. If I selected the wrong response in my complaint, please disregard.  The administrator responded to my complaint discussing HIPAA law. I'm not requesting information about my dad's health or medical records. I made this complaint because of the care service provided to *************** my dad, is unethical and unlawful. Will you please proceed with my complaint against this business?

  Thank you

   

  Business response

  11/14/2023

  I attempted to speak with ************ and she hung up on me.  The family that is responsible for this patient's care has expressed their satisfaction and appreciation for the care being provided to our patient.

  Business response

  11/14/2023

  Please **** this case as resolved.  The person making baseless accusations is unwilling to communicate with me on the limited basis I am allowed to communicate with them due to HIPAA regulations.

  Customer response

  11/14/2023

  I would like for the Director /staff coordinator to hire employees that work diligently with adults at this facility. I'm not requesting administration to communicate with me. I want the staff to stop causing this distress to my daddy.  My dad had to call 911 for himself at the *******, no one responded to *************** nurse call.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩