ASCENSION AT HOME SAINT THOMAS

D

Dr. Erica M. Johnson Lockett

Our recent experience with Compassus Home Health was disappointing and highlighted concerns around professionalism, communication, and patient-centered care. Initially, my elderly mother-in-law’s care seemed adequate. A male nurse scheduled a visit with her, then later denied it—until I reminded him I was present during their conversation. He admitted he was double-booked, apologized, and stated that he’d have to reschedule. I spoke with the Executive Director about drawing labs for another provider during the rescheduled visit to help avoid unnecessary travel. She confirmed that Compassus could obtain the labs if the order was received. I contacted the other company, and they promptly faxed the lab order. The nurse called to confirm the new visit and acknowledged that the lab draw wouldn’t be a problem. However, on June 13, he sat outside in his car for nearly 20 minutes before entering and, per my mother-in-law, had a noticeably negative tone. He told her he’d called her “numerous times” and needed another number, which made her uncomfortable due to how it was said. Once inside, he claimed he didn’t have the lab order. When I showed him documentation and reminded him of our earlier conversation, he denied we had ever discussed it. I reiterated that I had spoken to him and the Executive Director, even referencing our discussion about the timing of the lab drop-off. I stepped away, and shortly after, he left the house without saying anything. I later called him to find out whether he’d be returning. He stated that I had made him uncomfortable, that he “put space” between us for that reason, and that he would not be coming back. He also said someone else would return for the labs—and then abruptly hung up. I contacted the Executive Director again. She confirmed the lab order had been received and entered, and stated that she would handle the situation internally. She explained that he would not return and another nurse would be sent. To her credit, she was essentially placed in the middle of our experience and her employee’s account—but we had no reason to be dishonest. We were simply trying to support safe, efficient care at home. A new nurse has since been scheduled, but I sincerely hope that my mother-in-law’s insurance is not billed for the failed visit. We will follow up to ensure this is addressed. As a healthcare professional myself, I understand the complexity of coordinating home care. But tone, communication, and professionalism are essential—especially when serving older adults. This isn’t about blame or shame, which is why names have been omitted. It’s about ethics, professionalism, following the Conditions of Participation, and doing what’s right for the patient. I hope something meaningful is learned from this experience. I’ll be contacting Compassus corporate to share feedback constructively. My goal is to be part of the solution—not the problem.