How important is communication? In almost every relationship, it’s one of the foundational stones, yet when communication breaks down things quickly fall apart. Such seems to be the case for Quality Care Services, a home care agency that may have to shudder its doors because of poor communication.
According to owner Nancy Carlisle, AT&T’s new phone system that was installed just six months ago has caused her to lose clients at an alarming rate. When people trying to reach a business and can’t communicate with them, cannot speak to somebody or even ask questions and hire that business, obviously it costs the company money.
While the claims of Ms. Carlisle regarding AT&T have not been verified, it wouldn’t be the first time that an individual or business client has reported issues with this or other major telecommunication providers.
As noted by 6 KFDM news in its blog, Home healthcare business on life support, written by Angel San Juan:
“Owner Nancy Carlisle says her company has had the same phone number for its more than two decades of operation, but six months ago, she claims a new phone system ATt&T installed began hurting her business.
“My phones no longer answered when you called our number,” said Carlisle, “which has been our number since 1996. It said this is no longer a working number or this phone’s disconnected.”
Carlisle says she called AT&T to fix the problem all day every day until the phones started working properly July 2, but she says it was too late. She had lost regular clients and new business.
“That’s six months of losing 100 to 150,000 in income times 6.””
A growing number of home care companies and agencies have been operating on razor thin budgets, especially in light of Medicaid reimbursement cuts. Anything that hampers one’s ability to reach clients, gain new customers, and even maintain current customer bases is going to have detrimental and potentially long-lasting impacts.
What makes the situation even more frustrating is that the home care aides working for Quality Care have not been paid recently, either. Ms. Carlisle claims she fell behind on payroll but some of her dedicated caregivers simply don’t understand since the majority of her clients are based on Medicaid reimbursements. They believe, if she is getting reimbursed for the services provided and submitted, why aren’t they being paid?
According to Nancy Carlisle, the agency is not surviving; it is shutting down. Now some of those employees are taking Quality Care to court. Whatever the ultimate reason for Quality Care Services being unable to make payroll, it hurts the dedicated providers who support aging and disabled clients directly.
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