3. Tardiness and Missed Appointments without Adequate Notice -- the agency received several complaints from clients or from their family members about service providers who had failed to keep scheduled appointments without any notice. There were also numerous complaints about late arrivals at the homes of patients. The supervisor determined that all of the complaints about missed appointments related to two CNAs; they determined that the tardiness complaints pertained to many service providers but that in the vast majority of cases, the delays were unavoidable and attributable to delays incurred by the service providers at the homes of previously scheduled patients.

4. Unnecessary Referrals for Services and Misstatements of Public Program Eligibility -- in several instances, patients had been referred inappropriately for home health services by their physicians. In most of those cases, the patients and their families had also been misinformed about their eligibility for public assistance for the...
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