If you are looking for reliable, compassionate in-home wound care for your loved one, CenterWell Home Health is NOT the solution. This particular branch is located at 12501 Prosperity Dr., #225 in Silver Spring, MD. This company has a serious communication problem, is negligent in managing and scheduling nurses, lies about the availability of nurses, and nurses who fail to notify management when they do not come to work are not held accountable. My mother of 87 yrs. has a serious case of venous stasis ulcer. The first nurse that came to our home did not adhere to standard medical protocols like hand washing and use of/changing sterile gloves. Upon reporting this to a CenterWell supervisor, she apologized and stated this was not the first time they received this kind of complaint about that particular nurse. That nurse should have been retrained or let go. I stated that we did not want her to ever come back. The nurse assigned to us has exceptional skills, over 40 years of experience, is knowledgeable, extremely compassionate, and deeply cares about the well-being of her patients. She goes above and beyond, and we were extremely happy with her service!! On those exceedingly rare occasions when she was not available, she notified us, did the right thing by promptly notifying the appropriate supervisor, and requested they assign another nurse. Unfortunately, CenterWell neglected to inform us, failed to provide another nurse, and the manager lied by saying they had not heard from our nurse when she had, in fact, notified them. On another occasion our nurse had an adverse reaction to a Covid shot. She rightfully notified us that she would not be coming, promptly notified her management who failed to provide another nurse, and again lied by saying they had not heard from her. On three occasions a male nurse came to clean and redress the ulcer. He was heavy-handed, inflicted more pain, and ignored my mother’s pleas to be gentler. The final straw was the last week of December when our nurse was injured at another patient’s home. She promptly notified us and notified the appropriate supervisor. CenterWell contacted me the day before our nurse was supposed to come informing us of the situation, advised another nurse would be coming the next day (a Saturday), and that he would contact us the morning he was supposed to come to schedule a time. The nurse did not contact us. I made several calls to CenterWell inquiring about the status, and they were unable to reach the nurse or a supervisor. Throughout that day an on-call nurse called me to see if I had heard from the nurse or supervisor and each time, I stated that no one had called. I was informed 48 hrs. later that the nurse who was supposed to come was out sick, and they were not aware of this. How do you not know one of your employees is out sick? This was another example of the communication problem with CenterWell. I expressed my anger by stating that this lack of communication and accountability was unacceptable, unprofessional, and unforgiveable, and I refused to accept their apologies. With each failure in communication, I contacted the supervisor to find out what happened and was offered apologies and weak excuses. CenterWell also failed to follow-up on our request for occupational therapy for my mother as we waited several months for therapy to begin. Contrary to CenterWell’s automatic phone greeting stating they are “one of the nation’s leaders in home care,” they are incapable of servicing patients requiring in-home wound care as they do not have the necessary nursing staff. Additionally, CenterWell has a nurse who does not adhere to standard medical practices of wound care regarding handwashing and properly changing sterile gloves (admittedly reported by other clients); a nurse who failed to contact me to schedule arrival time, was derelict in notifying a supervisor of his whereabouts and was unreachable; supervisor was unreachable to resolve the matter of the no-show nurse; supervisor lied stating she had not heard from our nurse that she was going to be out when, in fact, our nurse did provide notification. Our exceptional nurse is the only reason we stayed with CenterWell. However, after the last incident, continued problems with communication and lack of professionalism, we terminated CenterWell. For the well-being of your loved one, DO NOT choose CenterWell for in-home wound care.
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