Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 22, 2024, my grandfather began at-home hospice through Amedisys. On October 23rd, he passed--less than 24 hours after returning home from the hospital. Amedisys provided a bed and supplies as part of the at-home hospice. Witnesses note that the bed was not wrapped in plastic for easy cleaning/sanitation. The bed and supplies were removed the afternoon of October 23rd. On October 24th, the day after the bed was removed from the home, I discovered bed bugs and new bites on my grandmother's legs. We suspect she had bites because she spent the evening next to my grandfather's hospice bed. We contacted Amesidys immediately to report the infestation and the bed issue. However, we heard nothing from Amedisys after the fact. Despite the bed being in the home for less than twelve hours, there was already an infestation. Our family was forced to leave the home. I spent thousands paying for an exterminator, cleaners to prepare the house for the treatment, protective gear for the house cleaners, hotels, and clothing for myself and my grandmother (as we had to leave all of our things behind). The exterminator reported no other bed bugs in other parts of the house, which indicates that the infestation was recent and limited in its location. On October 30th, we went to the Amedisys hospice office on River Road to speak to a manager about the situation. We met briefly with director Karen Gutierrez who acknowledged she had received our initial report about the bed. Ms. Gutierrez was reluctant to discuss the situation further with us, citing that the medical supply they use has "sanitizing procedures" at a local warehouse. We emphasized that this incident was very difficult to deal with and explained the immense amount of work it took to handle this infestation. Ms. Guiterrez showed no concern and offered no apology. Amedisys has ignored all attempts to resolve this matter privately as of January 9, 2024.

  Business response

  01/22/2025

  Thank you for taking the time to share your feedback. At Amedisys, we care deeply about this work, and we are committed to providing clinically distinct care that prioritizes compassion and excellence.
  
  We understand the concerns you’ve raised, and while we consider this specific matter resolved, we remain available to listen and address any additional questions or concerns you may have. Your experience and trust mean a great deal to us. Please don’t hesitate to reach out to us directly at (520) 205-7700 if you’d like to discuss further.

  Customer response

  01/24/2025

  As of January 24, 2025, Amedisys states that it considered "this specific matter resolved", despite making zero effort to address the concerns previously identified therein. Amedisys' team has not contacted me independently to resolve the issues previously provided in the complaint, discuss any investigation they indicated they were conducting back in October, or discuss resolution. As stated previously, I have not heard from Amedisys since bringing this situation to their attention during an in-person visit in October. All attempts to have resolved this issue previously with assistance from legal counsel were outright ignored.

  I disagree that this issue has been resolved, as no discussions or contact has occurred between myself and the business since bringing this situation to their attention in October. Amedisys has continued to push this issue under the rug and refuses to address the situation directly.
  

  I would appreciate that Amedisys address the concerns previously outlined and the expenses incurred due to their negligence.
  

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