Bright Star Care Complaint - Avoid this particular franchise of Bright Star Care

Review by evagobli on 2011-07-07
TORRANCE CA, CALIFORNIA -- This is an agency that provides health care both in the home and out for the elderly and children. I am not a client of this company so can not rate the care they provide but rather to warn how ONE individual franchisee's lack of response to a minor problem, may show their general inability to handle a major one. I am not criticizing the company in general and at the end of this review, have a suggestion for those potential clients near this location, who would like to try this company.

I went to the owner about a complaint with an employee. Because I was not a client and it was of a rather personal nature she was unable to help but assured me this would remain confidential. It did not, and there were severe repercussions with the said employee threatening me. I then, first called, where I could tell the owner was too startled to talk to me, then emailed so she would have time to think out a reply or an excuse. I asked the owner, why she had betrayed the confidentiality, what she said (the employee hinted at things I never said) and for compelling reasons only to me, when he was told. Although I would’ve like the answers, if she felt so uncomfortable with the situation that she didn’t want to address the issues, I would have accepted that along with an apology, but I DON’T like simply being ignored as if my concerns don’t even merit the courtesy of a reply.

She would not answer and her actions makes me think, that if one had a problem with an employee at this agency, not only would one’s complaint might not remain confidential (and this is of MUCH concern as the employee would know where one lives if s/he is employed as a health aide in the home) as one would be promised, but one may wonder if her modus operandi in handling problems, was to just ignore them, hoping it would go away? Had she at least responded in ANY fashion to address my concerns, I would not have written either this review or have gone to the CEO of the firm who DID take interest in my concerns and although would not intercede in this matter directly, would at least counsel the owner on how to manage matters of confidentiality and hopefully to be more pro active in responding to others (I hope this is incorporated in their system wide training.) I AM impressed with the leadership of this company and WILL tell people to go to one of the other independently owned centers, and in this area, the one in Inglewood is close by ( you are allowed to use an agency NOT in your territory, as long as you fill out certain paperwork.)
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