HAVEN HEALTHCARE

R

Rosa Perez

Ms. Maria Ramos has consistently demonstrated exceptional care and professionalism as a CNA/HHA. Her compassionate approach and clear communication have been invaluable in supporting my grandmother during her hospice care over the past several months. Her willingness to go above and beyond, including providing a haircut, is deeply appreciated, especially in our difficult time.

G

Gavilan Paloma Coronado

Maria Ramos, is the nurse that gives my dad a bath. Maria does an awesome job. Last replacement that came in to replace Maria did not do a good job. We would not change Maria for anyone else.

B

Brittney O.

As a clinician with over 12 years of experience in post-acute care and currently serving in a senior healthcare administration role, I approach this complaint with deep concern rather than just disappointment. My experience with Bella Vida was nothing short of alarming, and I feel compelled to share my experiences to prevent other patients and families from enduring similar distress, blatant disrespect, and loss of dignity at the end of their loved one’s life. Our family faced an incredibly difficult situation when a loved one suddenly fell ill and was going to be transferred to hospice care. We were told our loved one would be transferred to one facility, then later told she had been transferred to Anaheim Terrace. No one called to report any change in disposition until after the patient was admitted to the above-mentioned 2-star Medicare rated Nursing facility without family approval. To further expand upon the already abysmal communication, we were also provided a “24-hour phone number” we could call for updates. We called the number multiple times with no return call or updates provided. When we found out our loved one was transferred to hospice care, we took the earliest available flight from out of state, only to receive the devastating news that our loved one had passed just before we landed. In our grief, we requested the social worker let the staff know to keep our loved one in place until we could arrive—within 30 minutes from the airport — to say our final goodbyes. To our shock and dismay, upon arriving at the facility, we were informed that our loved one had been transferred to the funeral home 15 minutes prior to our arrival. Furthermore, since our loved one had transferred to the mortuary who was currently holding a service, we were told we were not going to be able to visit her for a few days. We called the social worker for assistance in finding a funeral home who would be able to accommodate us to say goodbye to our loved one. Her response was dismissive, only offering a list of individuals for us to contact on our own. This blatant disregard for the fundamental principles of end-of-life care and the lack of compassion shown to both the patient and the grieving family is utterly unacceptable. The absence of communication, respect, ownership of mistakes, and empathy displayed by Bella Vida raises serious concerns about the quality of care provided by this company. Additionally, the Date of Birth, marital status, and emergency contact were incorrectly documented on our loved one’s medical record at the facility where she was receiving hospice “care”. Dare I ask how accurate orders were obtained for the patient without a DOB? How did staff identify the patient for medication administration and patient care - a National Medicare patient safety initiative? How were nurses ensuring accurate medication administration? Was she over-medicated? Was she provided another patients medication? Could this be why our loved one passed less than 12 hours after given a 6 month prognosis from a physician the day prior. We would be remiss to not consider mismanagement of medication in the setting of this blatant documentation error. I should also mention, twice we were sent paperwork to sign during the hospice admission and the paperwork was inaccurate. I strongly urge the administration to reevaluate their training programs, particularly in areas related to empathy and care, patient orders, medication administration, and patient safety initiatives. Before prioritizing another admission over quality care, the staff should receive comprehensive training to ensure that such grave errors in communication and care are never, ever repeated. I should not have to remind a hospice company of a Hospice patient rights, which include but are not limited to the right to be treated with respect and receive quality end-of-life care, and be free from neglect. I sincerely hope that this review serves as a catalyst for much-needed change amongst this organization before depriving another patient of their dignity of life.

S

Sapnima Yapa Bandara

My grandparents signed up for hospice care through Haven Health, beginning of March, 2024. It has taken a positive turn for their wellbeing! The staff and bath aid staff are much loved by both my grandparents. They come on time per schedule and follow up on health queries, scheduling other needed assistance such as podiatrist services, refills and etc. Special thanks to Mr. Tola, the case manager. Ms. Mayrette the lovely nurse, Ms. Maria - the bath aid for my grandma and Mr. Borz the bath aid for my grandpa! And not forgetting Ms. Jessie - the patient care coordinator and Ms. Maria, the social worker who have been there to answer every question we had and assisting to get the best help. Thank you for the wonderful service and care you provide! May god bless you!

C

Cindy Oliva

My dad was in their care for a bit more than a month. During those few weeks Bella Vida Hospice did amazing caring for my dad. They made sure that my dad was comfortable till the very end. Our main nurse Mario Mendoza was very supportive and very well informed with all the changes that happened in so little time. He made sure to come in everyday when he could and gave us great connections to other support groups that we needed. Overall my family’s perspective on hospice has definitely changed because of Bella Vida and they great group of nurses and doctors.