Serenity Elder Care Services, LLC.

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Serenity provided care for our 3 yr old child for some time. It was the first agency we had ever used for his care. We were not aware of the Medicaid policies and later found out the agency may not have been following the policies. For years we were told that if a nurse was absent, without a replacement, they would try to cover the hours before the end of the week on Sun by midnight. We later found out after almost 3 yrs that this was not a Medicaid policy. The agency told us it was a courtesy they extended to us. Many of the nurses did not display the skills to care for our son, especially after he had a tracheostomy. We asked for training for these nurses and they made an attempt, but never followed through. They never observed the nurses working in our home. Often they failed to inform us if a nurse was going to be out. We did have two nurses that were very reliable and responsible and they were the reason we did not change agencies sooner. The last few weeks they made little effort to cover my son's hours. He had a tracheostomy and his doctor requested 24 hr care. They also told us they were in network with our health insurance. They were not. The insurance company was willing to cover extra hours for the care of our son. Serenity was not providing all the care hours his doctor recommended with skilled nurses. I was told that I wanted my son's care my way and that I interfered with my son's care. At that time we decided to transfer agencies. During the transition to a new agency they totally stopped trying and replacing nurses that called in. We received a text that my son's services would be stopped in two days. My son was very ill and needed the care. The other agency was still working on approvals from insurance and Medicaid, and the employment of nurses. I hope this review is helpful to other parents of children with special needs. This was just our experience. Not necesarily everyone else's experience.