It's no secret, most of us would like to stay in our own home as we age. Yet, sometimes our loved ones just need a little extra help to remain comfortable at home. That's where Always Best Care can help....we are dedicated to exceeding expectations....always
They say that your golden years are the best years of your life. For most older Americans, that's how it should be - a time to relax, reflect, and live life in a familiar place. After all, senior citizens in the U.S. have worked tirelessly to build a better economy, serve their communities, and raise families.
However, as seniors grow older, completing daily tasks like showering and enjoying activities such as visiting the historic Druin-Horner House gets harder without someone by their side. Unfortunately, many older Americans aren't able to rely on their adult children for help. The reality in today's world is that family members do not have the skills or time to dedicate to caring for their parents. That's where Always Best Care Senior Services comes in.
Our in-home care services are for people who prefer to stay at home as they grow older but need ongoing care that family or friends cannot provide. More and more older adults prefer to live far away from long-term, institutionalized facilities and closer to the place where they feel most comfortable - their home. Home care in Henrico, VA is a safe, effective way to give your loved ones the care they need when they need it the most.
Home Care Services
Service AreasSince 1996, Always Best Care has provided non-medical in-home care for seniors to help them maintain a healthy lifestyle as they get older. We are proud to have helped more than 25,000 seniors maintain higher levels of dignity and respect. We focus on providing seniors with the highest level of in-home care available so that they may live happily and independently.
Unlike some senior care companies, we genuinely want to be included in our clients' lives. We believe that personalized care is always the better option over a "one size fits all" approach. To make sure our senior clients receive the best care possible, we pair them with compassionate caregivers who understand their unique needs. That way, they may provide care accordingly without compromising their wellbeing.
The Always Best Care difference lies in life's little moments - where compassionate care and trustworthy experience come together to help seniors live a fruitful, healthy life. Whether you are an aging adult that can't quite keep up with life's daily tasks or the child of a senior who needs regular in-home services, Always Best Care is here to help.
“This is years late in posting but a request on a local forum asking for”
“Outstanding professional service. Highly recommend Lynn Hancock and her team for home care or placement”
“Alden Rice was an absolutely priceless resource during a difficult time. When my sister was”
“Alden & Always Best Care are wonderful to work with. Their knowledge of the local”
“Excellent choices presented tailored to our family needs and done with genuine care, sensitivity and”
“Love having a resource like Always Best Care (Alden Rice) to lead my family through”
“Lynn Hancock was awesome. She was both professional and caring. She assisted my in-laws on”
“Lynn provides a great service to families during what can be a very difficult time.”
“Words can't express the depth of my gratitude for all you have done for our”
“Words can't express the depth of my gratitude for all you have done for our”
“Thank you for all your help in the assisted living search. Your knowledge and input”
“Always Best Care has been a life-saver for me in so many different capacities for”
“Excellent staff. Attentive and compassionate. Highly recommend!”
“Lynn and her team are amazingly compassionate and professional. I would highly recommend them to”
“Working with Lynn Hancock was the best experience I ever had in my life. She”
“Compassionate, caring listeners! Very knowledgeable in their field & patient as we ask never questions.”
“Lynn and her team are amazingly compassionate and professional. I would highly recommend them to”
“Compassionate, caring listeners! Very knowledgeable in their field & patient as we ask never questions.”
“This is years late in posting but a request on a local forum asking for at home care recommendations brought this to my attention as I could relate to the poster’s position. And from hard earned experience I won’t hesitate to recommend this company. It can be confusing if you are not aware that this is a franchise and you could easily be getting valuable & FREE advice from someone like Alden and then connect with another company. I would bet that this company - just check out the owner Helen’s extensive experience with the Alzheimer’s community - is hands down the best out there. I know so much more now through years of exhaustive experience. I don’t know if I ever thanked them, but I hope my recommendation steers at least one person to this particular office and that they know how many lives they have touched. I almost never write reviews even when I feel I should, but this one is different.”
“Outstanding professional service. Highly recommend Lynn Hancock and her team for home care or placement needs.”
“Alden Rice was an absolutely priceless resource during a difficult time. When my sister was diagnosed with early onset Alzheimer’s Disease, I was living and working full-time in Texas. I had no idea how to find housing in Richmond that would accommodate my sister’s needs and budget. Alden educated me, identified several apartments that would be a good fit for my sister, emailed pricing for all of them and then met us to tour the apartments when I visited Richmond. With Alden’s expert guidance, we found a home for my sister that met her needs. Astonishingly, we did not pay for Alden’s help. The apartments paid the fee to Always Best Care. Alden is a treasure. I could not have done it without her.”
“Alden & Always Best Care are wonderful to work with. Their knowledge of the local senior service provides and ability to match the personal needs with financial capacity is amazing. I have referred two other friends to Alden, and both have come back with glowing reviews as well. The most amazing thing is that all of this wonderful service is free to the families that need help. If you have a loved one that has reached a stage in life that they need additional help in their own home or have to face the reality of not being able to stay at home, Alden & Always Best Care should be your first call.”
“Excellent choices presented tailored to our family needs and done with genuine care, sensitivity and expert knowledge.”
“Love having a resource like Always Best Care (Alden Rice) to lead my family through this process. Being knowledgeable and patient has been two key attributes I have valued in making this difficult decision. Alden always follows up! I highly recommend this service. I wish more people knew about this.”
“Lynn Hancock was awesome. She was both professional and caring. She assisted my in-laws on two occasions to get settled in their living situations. She also worked with a close friend to give a senior parent in home assistance, allowing the family to have peace of mind with the care of their loved one. I highly recommend Lynn and Always Best Care.”
“Lynn provides a great service to families during what can be a very difficult time. Her knowledge and compassion make her great at what she does!”
“Words can't express the depth of my gratitude for all you have done for our family, and most of all, for our mom throughout her illness. In fact, I don't know what we would have done without you! Not only was your true sense of caring and concern so obvious, but you never failed to exhaust every avenue in providing sources of care for my mom, to referring me to Eric and Simon, and generally overseeing every aspect of my mother's life during her illness. For this, I and my family will be forever grateful.”
“Words can't express the depth of my gratitude for all you have done for our family, and most of all, for our mom throughout her illness. In fact, I don't know what we would have done without you! Not only was your true sense of caring and concern so obvious, but you never failed to exhaust every avenue in providing sources of care for my mom, to referring me to Eric and Simon, and generally overseeing every aspect of my mother's life during her illness. For this, I and my family will be forever grateful.”
“Thank you for all your help in the assisted living search. Your knowledge and input were invaluable in finding Hermitage. Mom is doing really well. Hospice says she doesn't need hospice. She has started physical therapy. We feel fortunate that we had already been through their process so she could transfer there from the hospital. Thanks again!”
“Always Best Care has been a life-saver for me in so many different capacities for at least 7 years....one of their phenomenal staff literally did save my life one time and they have never been anything but compassionate and caring and cannot thank everyone at ABC so much for everything!”
“Excellent staff. Attentive and compassionate. Highly recommend!”
“Lynn and her team are amazingly compassionate and professional. I would highly recommend them to anyone who is looking for someone to care for a family member or to anyone looking into retirement homes for a family member in the Richmond area. Thanks Lynn. You guys are the best!”
“Working with Lynn Hancock was the best experience I ever had in my life. She is very kind considerate. Having her as a boss was truthfully a great experience she helps her employees in times of need. She matches up the right people for each cases accordingly. I would strongly recommend working for Lynn she is the best.”
“Compassionate, caring listeners! Very knowledgeable in their field & patient as we ask never questions. Helping me & my brother tremendously by eliminating confusion & frustration. Advised and presented best options based on our family's circumstances. A huge blessing & answer to prayer that is providing much relief and assurance as we pursue tough decisions. Lynn is the best!”
“Lynn and her team are amazingly compassionate and professional. I would highly recommend them to anyone who is looking for someone to care for a family member or to anyone looking into retirement homes for a family member in the Richmond area. Thanks Lynn. You guys are the best!”
“Compassionate, caring listeners! Very knowledgeable in their field & patient as we ask never questions. Helping me & my brother tremendously by eliminating confusion & frustration. Advised and presented best options based on our family's circumstances. A huge blessing & answer to prayer that is providing much relief and assurance as we pursue tough decisions. Lynn is the best!”
Home is where the heart is. While that saying can sound a tad cliche, it is especially true for many seniors living in America. When given a choice, older adults most often prefer to grow older at home. An AARP study found that three out of four adults over the age of 50 want to stay in their homes and communities as they age.
When you begin to think about why, it makes sense. Home offers a sense of security, comfort, and familiarity.
The truth is, as we age, we begin to rely on others for help. When a family is too busy or lives too far away to fulfill this role, in-home senior care is often the best solution. Home care services allow seniors to enjoy personal independence while also receiving trustworthy assistance from a trained caregiver.
At Always Best Care, we offer a comprehensive range of home care services to help seniors stay healthy while they get the help they need to remain independent. As your senior loved one gets older, giving them the gift of senior care is one of the best ways to show your love, even if you live far away.
To give our senior clients the best care possible, we offer a full spectrum of in-home care services:
If your senior loved one has specific care needs, our personal care services are a great choice to consider. Personal care includes the standard caregiving duties associated with companion care and includes help with tasks such as dressing and grooming. Personal care can also help individuals with chronic conditions like diabetes.
Common personal care services include assistance with:
Sometimes, seniors need helpful reminders to maintain a high quality of life at home. If you or your senior has trouble with everyday tasks like cooking, our home helper services will be very beneficial.
Common home helper care services include assistance with:
Using this kind of care is a fantastic way to make life easier for you or your senior loved one. At Always Best Care, our talented caregivers often fill the role of a companion for seniors. That way, older adults can enjoy their favorite local activities, such as visiting Tuckahoe Creek Park with friends while also receiving the care they need daily or weekly.
Common companionship services include:
According to AARP, more than 53 million adults living in the U.S. provide care to someone over 50 years old. Unfortunately, these caregivers experience stress, exhaustion, and even depression. Our respite care services help family caregivers address urgent obligations, spend time with their children, and enjoy nearby activities. Perhaps more importantly, respite care gives family members time to recharge and regroup. Taking personal time to de-stress reduces the risk of caregiver burnout. So, if you've always wanted to eat at the local Buckhead's or visit Historic Tuckahoe, don't feel bad. Doing so is great for both you and your loved one.
At the end of the day, our goal is to become a valuable part of your senior's daily routine. That way, we may help give them the highest quality of life possible. We know that staying at home is important for your loved one, and we are here to help make sure that is possible.
If you have been on the fence about non-medical home care, there has never been a better time than now to give your senior the care, assistance, and companionship they deserve.
Always Best Care in-home services are for older adults who prefer to stay at home but need ongoing care that friends and family cannot provide. In-home care is a safe, effective way for seniors to age gracefully in a familiar place and live independent, non-institutionalized lives. The benefits of non-medical home care are numerous. Here are just a few reasons to consider senior care services from Always Best Care:
According to AARP, 9 out of 10 seniors prefer to age in place within the comfort of their own home. With in-home care, seniors have a way to stay at home, receive the care they need, and maintain a sense of independence, improving overall wellness.
If you or a member of your family have assumed the role of caregiver for your senior loved one, you know how stressful the job can be. Between caregiver burnout and constant worry, being a family caregiver is hard. In-home care relieves your burden and gives you peace of mind knowing that your older family member is in expert hands.
Unlike nursing homes, where the staff and residents rotate frequently, seniors can foster new friendships and build bonds with their caregiver. Seniors who socialize on a regular basis are often happier, which fosters positivity and leads to increased wellbeing.
No two seniors need the same kind of in-home care assistance. That is why each of our Care Plans is tailored to meet our client's individual needs. We offer plans that cover everything from light housekeeping to more involved duties like transportation to doctor's appointments. Our Care Coordinators will work closely with you to develop a personalized plan to ensure your senior's needs are exceeded.
Always Best Care offers a full array of care options for patients at all levels of health. With our trusted elderly care services, your loved one will receive the level of care necessary for them to enjoy the highest possible quality of life.
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While it's true that some seniors have complicated medical needs that prevent them from staying at home, aging in place is often the best arrangement for seniors and their families. With a trusted caregiver, seniors have the opportunity to live with a sense of dignity and do so as they see fit - something that is unavailable to many older people today.
In-home care makes it possible for millions of seniors to age in place every year. Rather than moving to a strange nursing home, seniors have the chance to stay at home where they feel the happiest and most comfortable.
How much does a senior's home truly mean to them?
A study published by the American Society on Aging found that more than half of seniors say their home's emotional value means more than how much their home is worth in monetary value. It stands to reason, then, that a senior's home is where they want to grow old.
With the help of elderly care in Henrico, VA, seniors don't have to age in a sterilized care facility. Instead, they can age gracefully in the place they want to be most: their home. In contrast, seniors who move to a long-term care facility must adapt to new environments, new people, and new systems that the facility implements. At this stage in life, this kind of drastic change can be more harmful than helpful.
Institutional care facilities like nursing homes often put large groups of people together to live in one location. On any given day, dozens of staff members and caregivers run in and out of these facilities. Being around so many new people in a relatively small living environment can be dangerous for a seniors' health and wellbeing. When you consider that thousands of seniors passed away in nursing homes during the COVID-19 pandemic, opting for in-home care is often a safer, healthier choice for seniors.
Aging in place has been shown to improve seniors' quality of life, which helps boost physical health and also helps insulate them from viral and bacterial risks found in elderly living facilities.
For many seniors, the ability to live independently with assistance from a caregiver is a priceless option. With in-home care, seniors experience a higher level of independence and freedom - much more so than in other settings like a nursing home. When a senior has the chance to age in place, they get to live life on their own terms, inside the house that they helped make into a home. More independence means more control over their personal lives, too, which leads to increased levels of fulfillment, happiness, and personal gratification. Over time, these positive feelings can manifest into a healthier, longer life.
More independence, a healthier life, and increased comfort are only a few benefits of aging in place. You have to take into consideration the role of cost and convenience. Simply put, it's usually easier and more affordable to help seniors age in place than it is to move them into an institutional care facility. According to the US Department of Housing and Urban Development, seniors who age in the comfort of their homes can save thousands of dollars per month.
In-home care services from Always Best Care, for instance, are often less expensive than long-term solutions, which can cost upwards of six figures per year. To make matters worse, many residential care facilities are reluctant to accept long-term care insurance and other types of payment assistance.
With Always Best Care's home care services, seniors and their families have a greater level of control over their care plans. In-home care gives seniors the chance to form a bond with a trusted caregiver and also receive unmatched care that is catered to their needs. In long-term care facilities, seniors and their loved ones have much less control over their care plan and have less of a say in who provides their care.
In-home care is a valuable resource that empowers seniors to age in place on their own terms. However, a big concern for many families and their loved ones is how much in-home care costs. If you're worried that in-home care is too expensive, you may be pleasantly surprised to learn that it is one of the most affordable senior care arrangements available.
Typically, hiring an Always Best Care in-home caregiver for a few hours a week is more affordable than sending your loved one to a long-term care facility. This is true even for seniors with more complex care needs.
At Always Best Care, we will work closely with you and your family to develop a Care Plan that not only meets your care needs, but your budget requirements, too. Once we discover the level of care that you or your senior need, we develop an in-home care plan that you can afford.
In addition to our flexible care options, families should also consider the following resources to help offset potential home care costs:
When you or your senior loved one needs assistance managing daily tasks at home, finding a qualified caregiver can be challenging. It takes a special kind of person to provide reliable care for your senior loved one. However, a caregiver's role involves more than meal preparation and medication reminders. Many seniors rely on their caregivers for companionship, too.
Our companion care services give seniors the chance to socialize in a safe environment and engage in activities at home. These important efforts boost morale and provide much-needed relief from repetitive daily routines. A one-on-one, engaging conversation can sharpen seniors' minds and give them something in which to be excited.
At Always Best Care, we only hire care providers that we would trust to care for our own loved ones. Our senior caregivers in Henrico, VA understand how important it is to listen and communicate with their seniors. A seemingly small interaction, like a short hug goodbye, can make a major difference in a senior's day. Instead of battling against feelings of isolation, seniors begin to look forward to seeing their caregiver each week.
Understanding the nuances of senior care is just one of the reasons why our care providers are so great at their job.
Unlike some senior care companies, our caregivers must undergo extensive training before they work for Always Best Care. In addition, our caregivers receive ongoing training throughout the year. This training ensures that their standard of care matches up to the high standards we've come to expect. During this training, they will brush up on their communication skills, safety awareness, and symptom spotting. That way, your loved one receives the highest level of non-medical home care from day one.
While it's true that many seniors prefer to age at home, sometimes in-home care isn't the best fit. For those seniors and their families, choosing an assisted living facility makes more sense. Unfortunately, finding the optimal care facility is easier said than done in today's day and age. That's when Always Best Care's assisted living referral services begin to make a lot of sense.
Assisted living is a form of housing intended for seniors who require varying degrees of medical and personal attention. Accommodations may include single rooms, apartments, or shared living arrangements. Assisted living communities are typically designed to resemble a home-like environment and are physically constructed to encourage the independence of residents.
At assisted living communities, seniors receive help with daily activities such as bathing, dressing, and eating. They may also benefit from coordination of services with outside healthcare providers, and monitoring of resident activities to ensure their health, safety, and well-being. Caregivers who work at assisted living communities can also provide medication administration and personal care services for older adults.
Other services offered within assisted living communities can include some or all of the following:
At Always Best Care, our representatives can match your senior's emotional, physical, and financial needs with viable assisted living communities nearby. Results are based on comparative data, so you can select the best choice for you or your loved one.
Always Best Care works closely with local senior living communities to gain valuable knowledge that we then use to help seniors and their loved ones make informed decisions. This information can include basic care and rent, resident availability, and services provided. Because Always Best Care is compensated by these communities, we provide senior living referral services at no extra cost to you.
Some of the most popular assisted living communities to consider in our area include the following:
For many seniors, moving into a senior living community revolves around how and when they want to make a transition to more involved care. Some seniors are more proactive about transitioning to independent living. Others choose to remain home until their care needs or other requirements are satisfied. Remember - our staff is here to help. Contact our office today to learn more about assisted living communities and how we can find a facility that exceeds your expectations.
The first step in getting quality in-home care starts with a personal consultation with an experienced Always Best Care Care Coordinator. This initial consultation is crucial for our team to learn more about you or your elderly loved one to discover the level of care required. Topics of this consultation typically include:
A discussion of your needs and how our trained caregivers can offer assistance in the most effective way
A draft of your care plan, which includes highly detailed notes and a framework for the care that you or your senior will receive
Discuss payment options and help coordinate billing with your insurance provider
Our caregivers are trained to spot changes that clients exhibit, like mental and physical decline. As your trusted senior care company, we will constantly assess and update your Care Plan to meet any new emotional, intellectual, physical, and emotional needs.
If you have never considered in-home care before, we understand that you and your family may have concerns about your Care Plan and its Care Coordinator. To help give you peace of mind, know that every team member and caregiver must undergo comprehensive training before being assigned to a Care Plan.
At the end of the day, we only hire the best of the best at Always Best Care. Whether you need home care in Henrico, VA 24-hours a day or only need a respite for a couple of hours, we are here to serve you.
When you're ready, we encourage you to contact your local Always Best Care representative to set up a Care Consultation. Our Care Coordinators would be happy to meet with you in person to get to know you better, discuss your needs, and help put together a personalized Care Plan specific to your needs.
HENRICO COUNTY, Va. — After CBS 6's reporting into the state's delayed and backlogged efforts to inspect and investigate Virginia's nursing homes, the health department completed a complaint investigation that was heavily anticipated by the people who prompted it.“I wished it could be more, but at least they did something," Heather Tyler, one of the complainants, said.In September, Tyler ...
HENRICO COUNTY, Va. — After CBS 6's reporting into the state's delayed and backlogged efforts to inspect and investigate Virginia's nursing homes, the health department completed a complaint investigation that was heavily anticipated by the people who prompted it.
“I wished it could be more, but at least they did something," Heather Tyler, one of the complainants, said.
In September, Tyler told CBS 6 she was frustrated that the Virginia Department of Health had not taken action in response to the complaint she submitted against her husband's Henrico nursing home, Westport Rehabilitation and Nursing Center.
“Ironically, the day after we aired that story, I got a call from the health department saying that they were at Westport at that time investigating my complaint," Tyler said.
In January 2024, she filed claims with VDH alleging poor conditions at Westport, that her husband was left to sit in his urine for hours, and that he suffered unexplained injuries and marks on his body.
However, the understaffed health department has failed to meet its regulatory oversight requirements, according to federal data and a new state report which revealed significant inefficiencies and mismanagement within VDH.
“It took them nine months to walk in that door, and I thought this was a pretty serious complaint," Tyler said.
Nonetheless, VDH completed its survey of Westport on September 30 and provided the findings to Tyler.
The inspection report showed her complaint, along with a few others that were investigated during the same inspection, was "substantiated with deficiencies."
However, Tyler said neither she nor her husband were interviewed as part of the investigation and she did not know whether the pictures she documented were reviewed by health inspectors.
“So, what do the bruises and the pictures of the cuts and the trip to the emergency room, what does that all count for?” Tyler asked.
VDH's Director of Licensure and Certification Kimberly Beazley confirmed the agency does use pictures to supplement investigations; however, they cannot cite a violation solely based on a photo. When asked whether VDH interviews the complainant, Beazley said the complainant is "contacted by the investigator on the day that the investigation starts."
Here's what VDH's investigation did uncover, according to a survey sample of current residents and closed records:
The report showed the resident missed multiple doses of HIV medication from August 23 to September 14, 2024.
The medication was not available at the facility's pharmacy, but staff did not notify the provider so that new orders could be given, according to the inspection.
A nursing director told the inspector that "the process to obtain the medication was not followed" and that both the pharmacy and facility staff "dropped the ball."
Despite not having the medication on hand, investigators found staff "inaccurately documented" in clinical records that the medication was administered to the resident when it was not, a violation of professional nursing standards.
In total, about a dozen violations were cited during VDH's investigation. Many of them pertained to HIV medication issues, including a more serious deficiency cited when a nursing home's medication error rate exceeds 5%.
In response to the deficiencies, Westport submitted a corrective action plan that included educating staff and doing regular internal audits. Westport did not respond to CBS 6's request for comment.
Tyler questioned whether the corrective action plan would be enough to fix the violations and whether any penalties would be assessed.
Beazley said the Centers for Medicare and Medicaid Services (CMS) would be responsible for deciding whether to apply any enforcement actions. VDH is the state agency that conducts the investigation on behalf of CMS and is not involved in determining penalties.
Tyler believed the findings underscored the need for robust oversight of Virginia's nursing homes.
“We're all getting old. We all are going to need help at some point in time, whether it's in-home care or hospital care or nursing home care, and if they don't have an efficient system in place, then what just happens to us?” Tyler said.
Kimberly Beazley provided the following information about VDH's process for investigating complaints:
The [Office of Licensure and Certification] (OLC), through a contract with the Centers for Medicare and Medicaid Services (CMS), serves as the State Agency (SA). In this role, the OLC conducts state licensing inspections, federal certification surveys, and complaint investigations of nursing homes.
A complaint is an allegation of noncompliance with Federal and/or State requirements. If the SA determines that the allegation(s) falls within the authority of the SA, the SA determines the severity and urgency of the allegations, so that appropriate and timely action can be pursued. When a complaint is received, the SA must review all complaint allegations and conduct a standard or an abbreviated standard survey to investigate complaints of violations of the requirements. All onsite complaint investigations are conducted unannounced.
The SA must review the allegation(s) for all requirements that apply and should be investigated. A surveyor or survey team then investigates each of those areas of concern.
The complaint process consists of several tasks to include offsite survey preparation, entrance conference/onsite preparation, information gathering, information analysis, and exit conference. The order and manner in which information is gathered depends on the type of complaint that is being investigated. Surveyors perform information gathering in order of priorities, obtaining the most critical information first. Based on this critical information about the incident, they will determine what other information to obtain in the investigation. Observations, record review and interviews are also conducted and can be done in any order necessary. Surveyors also observe the physical environment, situations, procedures, patterns of care, delivery of services to residents, and interactions related to the complaint. Also, if necessary, observations of other residents with the same or similar care need may be conducted.
Following the complaint investigation, the SA conducts a supervisory review and records any findings on Form CMS-2567, Statement of Deficiencies. The facility will then receive a copy of the CMS-2567. The facility must submit an acceptable plan of correction for any deficiencies cited.
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HENRICO COUNTY, Va. — After CBS 6's reporting into the state's delayed and backlogged efforts to inspect and investigate Virginia's nursing homes, the health department completed a complaint investigation that was heavily anticipated by the people who prompted it.“I wished it could be more, but at least they did something," Heather Tyler, one of the complainants, said.In September, Tyler ...
HENRICO COUNTY, Va. — After CBS 6's reporting into the state's delayed and backlogged efforts to inspect and investigate Virginia's nursing homes, the health department completed a complaint investigation that was heavily anticipated by the people who prompted it.
“I wished it could be more, but at least they did something," Heather Tyler, one of the complainants, said.
In September, Tyler told CBS 6 she was frustrated that the Virginia Department of Health had not taken action in response to the complaint she submitted against her husband's Henrico nursing home, Westport Rehabilitation and Nursing Center.
“Ironically, the day after we aired that story, I got a call from the health department saying that they were at Westport at that time investigating my complaint," Tyler said.
In January 2024, she filed claims with VDH alleging poor conditions at Westport, that her husband was left to sit in his urine for hours, and that he suffered unexplained injuries and marks on his body.
However, the understaffed health department has failed to meet its regulatory oversight requirements, according to federal data and a new state report which revealed significant inefficiencies and mismanagement within VDH.
“It took them nine months to walk in that door, and I thought this was a pretty serious complaint," Tyler said.
Nonetheless, VDH completed its survey of Westport on September 30 and provided the findings to Tyler.
The inspection report showed her complaint, along with a few others that were investigated during the same inspection, was "substantiated with deficiencies."
However, Tyler said neither she nor her husband were interviewed as part of the investigation and she did not know whether the pictures she documented were reviewed by health inspectors.
“So, what do the bruises and the pictures of the cuts and the trip to the emergency room, what does that all count for?” Tyler asked.
VDH's Director of Licensure and Certification Kimberly Beazley confirmed the agency does use pictures to supplement investigations; however, they cannot cite a violation solely based on a photo. When asked whether VDH interviews the complainant, Beazley said the complainant is "contacted by the investigator on the day that the investigation starts."
Here's what VDH's investigation did uncover, according to a survey sample of current residents and closed records:
The report showed the resident missed multiple doses of HIV medication from August 23 to September 14, 2024.
The medication was not available at the facility's pharmacy, but staff did not notify the provider so that new orders could be given, according to the inspection.
A nursing director told the inspector that "the process to obtain the medication was not followed" and that both the pharmacy and facility staff "dropped the ball."
Despite not having the medication on hand, investigators found staff "inaccurately documented" in clinical records that the medication was administered to the resident when it was not, a violation of professional nursing standards.
In total, about a dozen violations were cited during VDH's investigation. Many of them pertained to HIV medication issues, including a more serious deficiency cited when a nursing home's medication error rate exceeds 5%.
In response to the deficiencies, Westport submitted a corrective action plan that included educating staff and doing regular internal audits. Westport did not respond to CBS 6's request for comment.
Tyler questioned whether the corrective action plan would be enough to fix the violations and whether any penalties would be assessed.
Beazley said the Centers for Medicare and Medicaid Services (CMS) would be responsible for deciding whether to apply any enforcement actions. VDH is the state agency that conducts the investigation on behalf of CMS and is not involved in determining penalties.
Tyler believed the findings underscored the need for robust oversight of Virginia's nursing homes.
“We're all getting old. We all are going to need help at some point in time, whether it's in-home care or hospital care or nursing home care, and if they don't have an efficient system in place, then what just happens to us?” Tyler said.
Kimberly Beazley provided the following information about VDH's process for investigating complaints:
The [Office of Licensure and Certification] (OLC), through a contract with the Centers for Medicare and Medicaid Services (CMS), serves as the State Agency (SA). In this role, the OLC conducts state licensing inspections, federal certification surveys, and complaint investigations of nursing homes.
A complaint is an allegation of noncompliance with Federal and/or State requirements. If the SA determines that the allegation(s) falls within the authority of the SA, the SA determines the severity and urgency of the allegations, so that appropriate and timely action can be pursued. When a complaint is received, the SA must review all complaint allegations and conduct a standard or an abbreviated standard survey to investigate complaints of violations of the requirements. All onsite complaint investigations are conducted unannounced.
The SA must review the allegation(s) for all requirements that apply and should be investigated. A surveyor or survey team then investigates each of those areas of concern.
The complaint process consists of several tasks to include offsite survey preparation, entrance conference/onsite preparation, information gathering, information analysis, and exit conference. The order and manner in which information is gathered depends on the type of complaint that is being investigated. Surveyors perform information gathering in order of priorities, obtaining the most critical information first. Based on this critical information about the incident, they will determine what other information to obtain in the investigation. Observations, record review and interviews are also conducted and can be done in any order necessary. Surveyors also observe the physical environment, situations, procedures, patterns of care, delivery of services to residents, and interactions related to the complaint. Also, if necessary, observations of other residents with the same or similar care need may be conducted.
Following the complaint investigation, the SA conducts a supervisory review and records any findings on Form CMS-2567, Statement of Deficiencies. The facility will then receive a copy of the CMS-2567. The facility must submit an acceptable plan of correction for any deficiencies cited.
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