Heartland Hospice

NiI enough staff for the needs of a Caregiver. With a patient with Dementia
Oct 5th, 2023

I decided to leave a review because I realized picking a hospice company isn't an easy task. There are a lot of factors involved when picking the right place for your loved one and when I looked up Promedica there were not many reviews then...So, I thought I'd share my experience with Promedica. (formerly known as heartland hospice) My loved one was in Promedica's care for about a month. Our main reason for choosing them was because they allowed TPN to still be given and apparently a lot of other hospice facilities do not. Their sales lady gave a good impression, however, after the first appointment with the intake nurse- it was clear they were a bit disorganized. Luckily my loved one still had extra TPN, but somehow when they did the intake the team was not aware he even needed TPN...So, I had to go over the nurse and call the office to speak to, Maggie (i believe office manager), to clarify and she had to put together an agreement for us to resolve asap.. Then, they had ordered the bed and all this other supplies to our house which was great that it was fast, impressive actually, however, we weren't notified that they'd be coming so we were not ready. Within that month, my loved ones nurse was changed twice. Didn't really get the warm and fuzzies one would expect from either nurse. It always kind of felt like they were rushed and not really aware of the health issues or medications patient was on. At one point when the TPN ran out, I called the nurse to let them know that the one we thought we had as extra was actually expired and she proceeded to tell us to use it anyways....( I questioned her as to why they would put an expiration date on it then...) and until then, then she called her management team to resolve it. At one point the dressing around my loved ones PICC line was falling off and we told the nurse. Well, she ended up coming with a therapist or social worker later that day and literally just sat there with us while we talked to the social worker and then once we were done she said she would just change it tomorrow... I don't understand why she would choose to just not do her job knowing she was already there.. and just sitting there.. Well, "tomorrow" came and my loved one passed away. We knew it was coming, but had no idea it would be that soon.. I always envisioned hospice being a service that would help the patient feel more comfortable, that would help the patient and the family prepare for the day (or at least be able to help pin point signs of the very last days/hours) and for me, that was just not the experience with Promedica. The lack of care, the lack of preparing us as family with the knowledge of knowing side effects, of knowing how to read the signs of someone's last days, of knowing how to properly even just move someone around in the bed, or in and out of wheelchair was just not there. The only pro's I can say is that they were quick with any issues and responsive for the most part.
May 18th, 2023

Very unresponsive, did not return call on weekend. Weekend nurse did not tell care manager about her visit. Overall very poor.
Apr 20th, 2023

Jul 27th, 2022

Part of a giant conglomerate excellent at generating profit. We had a miserable experience with so much promised and very little delivered. Our assigned CNA was careless and would pop her head in, see that our loved one was napping and then leave but check it off as a service visit. Terrible at communicating with families. Some decent nurses but constant turnover so poor continuity of care. Admin was good at ignoring calls and rationing care. We ended up having to provide most of the palliative care ourselves. After our loved one passed, we were suddenly deluged with calls asking us for "feedback " and making sure we had a "good experience" which I can only assume was so we wouldn't leave a public review. They didn't care about our experience when it actually mattered.
Dec 14th, 2022