Client Reviews on FirstLight HomeCare

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By Patrick Boyd Oct 22, 2019

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Initially, this agency appeared wonderful and to be the answer to our prayers. We were impressed by their apparent professionalism, perceived good attitude towards dementia clients, and their promises to deliver quality care to our mom. Unfortunately, our relationship with them became a nightmare that lasted four long months.At the initial meeting with FirstLight, they told us how important it is to have a stable schedule with dementia clients like our mom. They assured us that within two weeks they would have a minimum amount of core caregivers established and scheduled. We were happy to hear this because we knew that introducing new people to our mom would have a negative impact on her.They sent mostly good caregivers to take care of our mom. We caught a couple of them sleeping on the job so they replaced them. Within the first month though, we had seen far more different caregivers than we were comfortable with. This trend continued.After about three months, mom finally had some established core caregivers on weekdays. They still hadn't stabilized her weekend schedule. By that time, we had seen around 20 different caregivers. All the changes were affecting mom's behavior negatively. We expressed this concern to FirstLight and asked them to stop sending new caregivers.Around that time, things began to deteriorate. Caregivers would often not show up for their shifts. Later we learned that many times the caregivers were being pulled off our mom's schedule at the last minute and sent elsewhere. We were told at the initial meeting with this agency that they would do whatever possible to cover shifts; even if it meant management personnel would cover them. This was not happening in our case.They had opened up a new office in Lancaster County and it seemed they were having difficulty maintaining enough caregivers to cover all their clients' needs. It also appeared as though they had begun to secretly prioritize their clients according to how much money they made from them.Our mom's care is covered under the state's aging waiver program. FirstLight supports the waiver program and also has private pay clients. Since they were short on caregivers, it would seem they made sure the private pay clients had full coverage because they made more money from them. I believe this to be the reason why they began to suddenly pull our mom's caregivers away to other clients.As if this despicable practice wasn't bad enough for a home care agency, they went further. At some point, the owners of FirstLight decided our mom's scheduling needs were more trouble than they were worth. They began looking for a good reason to terminate our service so it wouldn't reflect negatively on them.They started soliciting the caregivers that came to our home to report anything out of the ordinary that might warrant possible termination. One of our mom's core daytime caregivers became their spy. We had trusted this person with our mom's life and they betrayed us. Perhaps out of jealousy of another caregiver, this individual decided to make false accusations to the agency. They reported that I was having an inappropriate relationship with another of mom's core caregivers.This led to an investigation and everything rapidly spiraled down from there. At the end of four months, we had seen over 25 caregivers come and go. The core caregiver that supposedly had a relationship with me was pulled off our mom's schedule. Once uncovered, the spy removed themselves from mom's schedule. Shortly after, we received a termination notice from FirstLight.Needless to say, all of the drama and changes had a terrible effect on our mom. We were not difficult clients for them. We welcomed their caregivers and gave them a lot of freedom. All we wanted was for them to honor the promises made at the beginning of our business relationship. We feel they went out of their way in the interest of saving money and aggravation to wrongfully terminate our contract. I wanted to share my opinions so others might avoid our terrible experience with FirstLight Home Care of York.

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