VHA Home HealthCare – Head Office

So embarrassing... Went to have my legs wrapped at Matlon clinic. This time the lady I don't her name because she wouldn't tell me. Told me to climb on the table. I am over 400lbs and don't feel safe and I am risk of falling. I explained this to her and she insisted. I told her I always sit in the chair. She told me I lie. She then told me I hurt her back last time she did my legs. So why is she working if she's hurt? Also that was weeks ago and she did not show any signs of being hurt then she was very pleasant and joking around with me. She called in another nurse to help and they both told me they can refuse work if it's unsafe. What is unsafe about wrapping my legs? If their back is sore they could get a chair like every other nurse who helps me uses. I repeated that I am at risk to falling and don't feel safe on the table. I asked her name so I can put a complaint in. She wouldn't tell me but said she will tell her supervisor. The second nurse ended up wrapping my legs after the first nurse left the room saying have fun putting in a complaint. After my legs were wrapped and I left the room I could her the first nurse down the hall making fun of me. This is so unprofessional. And this isn't the first time... Not sure if they are burnt out because I get the last appointment or what but I do not feel comfortable returning to this office if they continue to insist I do something that is not safe

I cannot give either very good or very bad , because I had very good experience as well as very bad ones. The good thing with my coordinators are that whenever I don’t have good experience I call them to not send that PSW again however I think they are short staff and generally finding good ones are not easy. I believe people all should speak up so the health sector be more cautious of hiring or continuing the business with each PSW. 1- obviously some are just doing it and do not like it which is terrible, they don’t have the compassion necessary (absolutely necessary) for this sensitive job , I encourage everyone to provide feedback so VHA release those who do not like their job, hopefully they find another job more suitable for them, this way both sides are happy. Short staff should not lead to let anyone get into this sensitive sector, and something fundamental should be done, those action won’t be taken if we as clients do not ask and persist …. 2- basic hygiene: I have noticed they do not wash their hands or do not change the gloves between cleaning/changing diaper and feeding the client. My mom just got infection not sure if they used dirty cloves or dirty tissue when cleaning her face and eyes and imagine how hard it is now for me to take her to doctors (she cannot move) 3. Some are in rush because they have church or other activity to attend so they just come in for 10 min to quickly change and do not even put her back to bed from sitting to lying , I understand they are short staff but this is not only wasting my time slot, it’s wasting government and taxes money, I don’t expect they spend 1 hour with us when we don’t need it , it happened that my mom only needed diaper change because I have already fed her, cleaned face and denture, specially when they are late morning time, I can’t leave my mom hungry although I have to go to work….then when PSW arrives , since there’s not much to do they left in10 minutes, no problem, there’s literally nothing else to do for them but I get upset when there are things to do and they are in rush. I don’t understand why they even accept the slot if they have other commitments, to be clear I never expect them to stay longer that 40-45 min. if my mom needs shower and feeding because usually when she needs shower no time for feeding, so I choose only one usually , totally understand such situation and don’t want them to be late for their next client 4- some are just angles dropped down from heaven and I am so grateful to have those around , they are patient, kind, compassionate and responsible. They make sure all done before they leave and they treat the senior as one of their own loved ones , can’t thank those enough.

I have had excellent experiences with my PSW. She’s kind friendly and helpful. She is also very professional and knowledgeable. When I have had any problems-there have only been a few-my PSW was very understanding and helpful. The conflicts have been with supervisory staff. I have had a couple of unpleasant experiences with them. There was a definite edge of anger and impatience when I tried to explain my problems. Anyway, eventually the situations were resolved and as I said the wonderful competence and kindness of my PSW more than made up for my frustrations with supervisory staff

Update Dec 31st, 2024: After 3 weeks of various random PSW's showing up at my home I have had enough. I have cancelled all future visits from VHA and have notified my "Health at Home" coordinator of this. I am disgusted by the obvious lack of training, and/or personality, of the caregivers that have been sent to me since VHA has "restructured".They sent one that had been in Canada less than a year. She told me she was a 23 year old student and was only doing PSW work over the holidays. Didn't understand Canadian currency (we have coin operated washers/dryers) also didn't know how to operate a washer/dryer. She never folded any of the laundry (most of which was still wet anyways -remember what I said about lack of knowledge?) Another one they sent, who supposedly was a Coach for the caregivers began by calling me asking where she could park her car. When I told her we had no public parking but she could either park on the street or in the pay parking lot across the street, she became irritated on the phone (this before i even met her.. she was already late!). When she finally managed to make it to my apt (20 minutes late at this point), she immediately began by arguing with me about the parking. I reiterated to her that there is street parking directly in front of my building and that there were actually 6 open spots there at that time. She wouldn't listen and continued to aggressively argue with me. At this point I decided I was not going to allow her to have me at my most vulnerable (shower) so asked her to leave my apt. Her response? > "Thank u so much for having me. Have a good New years."I could go on but if you've read this far, I'm sure u get the idea.I am a Disabled 63 year old man. I live on a fixed income BUT I will gladly pay to have a caregiver who respects me, gives me the care I need, and is honest & trustworthy (none of which VHA seems to be able to deliver). ******************************* Dec 10th, 2024: I Have been a VHA client for the past number of years. I've had more bad, than good, experiences with them. I only have home-care twice a week and prefer a permanent caregiver than a random worker weekly.I've been taken advantage of by various random VHA caregivers, been stolen from, been disrespected, and been physically injured in the past. So i am very wary when VHA sends random PSW's to my home. Often if a random one is sent I will not let them into my home or I will cxl the visit entirely if I catch it on the portal before they arrive.Twice now I've had amazing permanent PSW's, (one for 1.5 years and another for a little over 2 years), when VHA suddenly decided to change who comes here because they have "restructured their organization" or some other excuse.Just recently I "lost" my latest caregiver who, after being my permanent caregiver for over 2 years, knew what to do to care for me, who i trusted, and who i also looked on as a friend, was removed as my Caregiver. I was never notified by VHA (tho they claimed to have sent out a letter to all their clients back in Sept). I would not have realized it had i not been told by the caregiver herself or checked my client portal.I spoke with the Scheduling coordinator (Nermeen) & she said to call her if i needed to make any changes. Well, I have called numerous times, left Messages and call-back requests w/o any reply from her or anyone with VHA. So I have made a complaint to my Ontario Health at Home Supervisor. maybe a call from them will be answered (seeing as they are the organization that sends clients to VHA, and can easily start sending clients elsewhere).Also, the Client Portal is a joke. They say for us to use it, instead of calling the office, to change/cxl appointment times, etc. I had a portal request in for over 2 weeks and it wasn't even looked at by office Staff until i actually called and told them.

I’ve never seen such a poorly organized organization. I have no complaint with the PSWs who come, it is the coordination/management team that is absolutely horrendous. It is next to impossible to speak to someone; I’ve left messages and call-backs to both coordinators and supervisors with no follow up. For example I left a message with my moms coordinator almost 2 weeks ago and have had no response. She’s new, my last coordinator would not respond for months. The only time to get a hold of anyone is at night but they just leave messages for the people who can actually do anything, and there is never any follow up from said messages. This company’s clientele are elderly at-risk patients and the negligence of the coordinating/supervising staff is unacceptable. I hope that one day they do not hurt someone because of their practices. Absolutely zero accountability and complaints just end up in a black hole, if you have a choice between VHA and any other company, do not choose VHA!