The
other day I sign in officially for the home care services of Golden
Years Home Care Agency in the Sacramento Area. At the pre-sign up I
rated the agency a 2 Star out of 5 ( reasons explained in the bottom of this article). After the first day of service, My ratings went up to a 3 Star.
The following communication and my reviews as well as response from the
agency describes our communication saga and my experiences with the
signing process, communication issues and other concerns. I hope my
reviews will help other prospective clients in deciding what home care
agency to use for their Home Health and Care needs for themselves and/or
their immediate families. Here are reprints of my reviews and response
from the agency.
First Review: The last couple of weeks, I had discussions both phone and in person
regarding my request for a home care aide to help me with light
housekeeping and transportation services for doctor appointments and
local errands. I requested that I prefer an aide of Filipino ancestry.
I
was told they have one available. I was happy to sign up but my other
requirement is first I like to talk or meet this aide in person even
just for a few minutes or talk in the phone. I was told this was not
allowed. I have to sign first with 2 weeks advanced payment of $840
before I
could see the aide who is a complete stranger. The reps of the agency
after
talking to her management and I agreed that I will pay $50 in advance
for a pre-sign up meeting up to 90 minutes before I officially sign for
the service. Today, I have not heard when this aide and I will meet for
our first meeting. On another subject the telephone service recording of
the company is confusing on the hours the agency is open.
The next day after this review was published,
the agency rep called me that she finally have scheduled the
pre-meeting with the aide, but required that I pay the $50 by telephone
by a credit card. After assuring me that my card is safe we scheduled
the pre-meeting on Monday, 11/7 at 3:30PM. After talking to the Aide for
5 minutes I officially signed for the service. The first day of service
was on 11/9 from 9AM to 3PM. That same day I received the following
e-mail.
Response of Golden Years Management:
Hello Mr. Katague,
My name is Carrie. We
spoke the first day you inquired about care services. I wanted to reach
out to you due to a few things that were brought to my attention.
An
office staff shared that you were trying to reach us and having some
challenges doing so. Per our Handbook that you received it states that
our office hours are 10am to 4pm. After hours and on weekends we have
staff that monitor our phones. You are also given the opportunity to
text us on our main number prior to our opening hours and after hours.
That number is our same main office number, 916-333-0383. We do request
that all communication be done through our main office phone number and
not facebook. Any concerns and questions should be communicated through
our main office. Tessa is also the care coordinator who assisted in
setting up your care and will be the main contact for you to discuss any
changes.
Regarding your concerns about care,
as a care service agency we want you to have the best care
experience possible. Per our initial conversation prior to you signing
up for care services with us you requested a philloppino* caregiver,
which we were able to provide. If she is not to your liking we can
provide you with another caregiver. However, Golden Years can not
promise a caregiver of a specific ethnicity/culture. Golden Years can
promise to provide you with a caregiver that can provide the care
requested. If you are not happy with our services it might be best to
find another care agency or service.
Thank you for choosing Golden Years.
Carrie/Care Operations Supervisor
Golden Years In-Home Senior CareOffice #: 916-333-0383
* Misspelled: Filipino is the correct spelling. Others: Pilipino, Pinay, Pinoy, Fil-Am, Filipino-American and Americans with Filipino ancestry.
My Response to the Above E-mail:
Carrie, so far
I am happy with your services. I have changed my rating of 2 star to 3
star. Yesterday, was my first day of official service. It appears that I
will rate your company 4 to 5 Star if the service of your Filipino-
American employee remain the same. You do not like my FB messages. I
find it easy to communicate in FB compared to your main tel no, that is
open only from 10-4 MF. If you do not want clients to communicate in
FB why have a FB page? Looking forward to a productive/transparent service from your
agency.
PS: The main
reason why a 2 Star: Your policy of not allowing Prospective clients
talk or meet in person before official sign in is unreasonable. I also
would like to know what is your agency policy on requiring your aides to
have a 2nd Covid-19 booster shot? As of this writing date, I have not received an answer to my question
Here's the website of Golden Years Home Care Agency for more details:
https://www.goldenyearsinhome.com/
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