--0000000000005619df0571ad3dad Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks James, It's the first time he's made any comments about our caregiver or the quality of the service. His story keeps evolving. We'll discuss internally. Timothy. On Mon, Jul 23, 2018 at 12:20 PM, James Patchett wrote: > Gents, > > I spoke with Mr. Citrome this morning regarding the complaint he filed > with the corporate office. Here is a breakdown of what he shared with me= : > > He shared with me the story of how his wife was injured in Nashville and > how she wanted help once she came home from the hospital in Montreal. He > shared that Christine came to the home and he felt as though all she want= ed > was to have them sign the contract. Mr. Citrome asked her about some of > the legal wording in the contract and about the caregiver but according t= o > him she did not have the answers. > > The next day his wife called back to the office and committed to starting > care for a minimum of 3 days Wednesday, Thursday and Friday. Christine > returned to the home and Mrs. Citrome signed the agreement and started > service. The first day he shared that the caregiver spent time taking th= e > boot off her foot and putting it back on to learn how to do this and that > took nearly the entire time she was there. The next day the caregiver > returned and had already forgotten how to put the boot on and take it off= . > Apparently she spent most of her time sitting in the chair while she was > there and later that evening is when Mrs. Citrome determined she would no > longer use the services of HCA. She apparently left a message that night > and followed up with an email. She realized that she agreed to three days > of service and would likely be charged for that but Mr. Citrome said to h= er > lets wait and see. > > After receiving the bill he called and spoke with Timothy who he found to > be arrogant and not accommodating on a refund for the unused day. He ask= ed > to speak with Tim Sr. but never heard back from him. Mr. Citrome called > back the next day and offered a compromise to reschedule the 3rd day of > service if HCA was not willing to refund so at least he would get the ful= l > use of the money he paid. He was told no that it would not happen. > > Overall he feels as though HCA only cares about business and money not th= e > clients and their care. > > I shared with Mr. Citrome that each office is independently owned and > operated and from our perspective we do not have any oversight into the > operational business practices of our offices but we do have oversight in= to > the quality of care and the quality of the brand as it is represented by > each office. I told him that I could not guarantee a change in the resul= ts > but I would reach out to the both of you to see if his proposed compromis= e > would be something you would consider as I do not recall Timothy sharing > this as part of our conversation on the matte