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Business Profile

Home Health Care

Jzanus Home Care

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Health Care.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/23/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Jzanus is an company that contracts with Medicare/ Medicaid to provide home health aides to elders and the disabled who need assistance with activities of daily living. This is the company my 97 year old mother uses and I have had numerous interactions with the women they send and with their management. 1. 99% of the workers Jzanus sends to care for my mother are poorly trained, ill-informed, and unmotivated or un willing to be trained or oriented to the work environment. They are frequently illiterate of very simple and basic ********** ********** ********** Coordinator") is unaware in both real-time and even days later if a worker was even sent to the residence or what aide is assigned to my mom. Additionally, management has been entirely dishonest with me regarding whether a particular aide was out sick or not - presumably to cover their tracks in dropping the ball when aides do call-out sick. We, my mother and I, have struggled with this company for approximately 2 years and have seen how poorly managed and operated they are.

    Business Response

    Date: 12/28/2022

     

    Please be aware that the complaint was issued to the wrong company.  the complaint has to be emailed to *************************, Director of patient services at Jzanus Homecare.  ********************************

     

     

    *********************
    Senior Director, Operations
    ******* ***
    *******************************
    **** ******************
    **************** ** *****
    ** *******************

    Business Response

    Date: 01/10/2023

    Thank you for voicing your opinion through the Better Business Bureau and affording us the opportunity to respond. We regret that you appear to be frustrated with the operation of **********.  However, we believe that the issues you refer to have arisen based upon the misunderstanding of the services ********** is authorized to provide under the guidance of *********  We would like to address your complaints in the order listed:

    Jzanus Home Care, **** utilizes hiring practices based solely on Federal Anti-Discrimination Laws and NYS ********** of ****** (DOH) requirements. Since 08/06/2020, when we began our services for your loved one, ********** has assigned fifty-one (51) aides to the said case.Forty-three (43) of them were working with the patient for different lengths of time. Eight (8) of those were never afforded the opportunity to meet the patient due to various reasons, including episodes when they were denied entry into the house because of the color of their skin. Numerous aides refused to return to the case after just a few visits, which consequently led to a large turnover.
    The majority of the assigned aides had a long work history in the home care industry and all of them had only positive recommendations.  They all completed the training programs approved and mandated by DOH or ********** of ********* and were in possession of a valid PCA or HHA certification. Such training not only teaches employees on how to perform personal care tasks for the elderly and disabled, but furthermore, it coaches them on how to observe, handle, and report any unusual situations that *** occur, such as falls, injuries, incidents, potential neglect or abuse. In addition, all aides are trained and educated on the skills limitations, performed by other licensed professionals. Each   aide underwent a detailed orientation regarding company policies and procedures, job description, and general guidance. Every time a new aide was assigned to the patient, a plan of care and general health information was provided to them.******* nursing supervision is also granted under ******** regulations.
    Over the myriad of years practicing within the home care industry, we have observed that quite frequently, families and/or patients are requesting that our caregivers perform tasks not approved by the agency or suggest activities against company policies; such situations *** result in conflicts between patients, aides and ********** and lead to misrepresentation or form a wrongful impression.  ***** must perform outlined tasks with respect to patients safety and privacy. When aides are restricted or prevented from fulfilling their responsibilities, misunderstanding and potential conflicts *** arise. We consistently take the time to explain to the patient and/or their families, the aides job responsibilities and limitations.

    The Agencys Staffing Coordinators are responsible for assigning an aide to the case. They constantly maintain contact with the patient, family and aides and manage attendance. On numerous occasions, when our staffing coordinator attempted to call the patients son to inform him of staffing changes, her calls went unreturned. Therefore, and most recently, communication was conveyed via emails. Unfortunately, one of the responses we received from the patients son, was extremely offensive and discriminatory in nature, please refer to the uploaded document.
    Based on the fact that ********** was unable to assign a permanent aide due to circumstances that were not our fault and beyond our control, we contacted the ******** provider for home care services and suggested that the case be transferred to another vendor. However, the patients son rejected this option.  Please be advised, that we currently continue to maintain staffing for this patient.

    Email Content from ****************** to our Staffing Coordinator

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    **

Jzanus Home Care is NOT a BBB Accredited Business.

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