Inova Home Care

I had full knee replacement surgery at Inova Alexandra Hospital on [date removed] and was discharged on [date removed]. During the discharge process, I was told that I would be contacted by Inova Home Health regarding my in home physical therapy. After not hearing anything from them I contacted them on [date removed]. After a lengthy discussion, they finally decided to send a therapist to do an assessment on that Sunday. The therapist told me that he would be back on Monday. On Monday morning I contacted the office to find out at what time the therapist would arrive. I initially was put on hold for 10 minutes, and then was disconnected. I spent the next 50 minutes calling back and talking to a number of different people. Nobody could tell me when the therapist would arrive. I was told repeatedly that somebody would call me back with the information. Throughout the day I kept calling back because nobody returned my numerous calls. Later in the day I contacted an administrator,[name removed] and explained my situation. No reason was given to me as to why I couldn't find out when a therapist would visit me to provide physical therapy. I was finally told that someone would come on [date removed] During my frustration on Monday, I arranged to have a different organization provide the therapy because I could not continue to go through the process I just went through. After my experience with Inova Home Health I'm convinced that their entire system is broken and cannot be easily fixed. No single person is to blame for the lack of professionalism; it takes an entire group of people to be that irresponsible. The organization is very good at several things, however. They are especially good at not returning phone calls. Also, they all stick together and pass the buck onto somebody else. Nobody I talked to would take responsibility for not being able to tell me when a therapist would see me. Finally, they all have a very blase attitude and don't seem to care about solving the problem or addressing the issue.

This company is terrible. Understaffed, chaotic, missed appts. Waited 3 weeks to get their staff to come and do assessment after hospital stay. Then 1 actual therapy session. PT person was arrogant, rude. supposed to come 2 to 3 times a week, but skipped a week, came 2 more times over next few weeks, then the 60 days were up and time to for new evaluation. PT was the worst, but Nurse and OT visits were only slightly better because the people were nicer. ALL HAVE SCHEDULING PROBLEMS, and NO ONE seems to be in charge, like a team manager or case manager. Be sure to check what they bill to Medicare. Our quarterly statement showed more visits than actually occurred. KEEP A CALENDAR note date, time, person and type of session. This company is a disgrace to the INOVA name, but worse is the neglect of patients that need their services to recover from an accident or illness. They always had excuses, but there is no excuse for the level of neglect and indifference. NEGLECT NEGLECT NEGLECT

Inova Home Health Care was given my case when I was discharged. They were supposed to come to my house on Saturday to get things rolling. Never showed up. Called on Monday and they claimed they didn't have "personnel availability" to take my case. No apology, no recommendation for another company. Nothing. Inexcusable.

Our experience with Inova hospital was absolutely terrible, I would not recommend that place to anyone. Things went slightly better with their home care service, the aides were friendly and professional, and did what they could for my loved one.