Julie R.
Adapt Health Earned Two Stars
I’ll give Adapt Health two stars—one for the courteous women answering the phone at the main customer service number; the other for a partially successful dme delivery for my loved one, a late-stage Alzheimer’s patient transitioning out of hospice services because they’re “not apparently going to die in six months or less.” (Thank you, hospice doctor—we hope you’re right.) If I could easily take back working with Adapt Health, where I was referred by the new mobile medical service taking over our case, I would — but we need the equipment — and I put in hours participating as healthcare POA on what should’ve been a simple swap of dme. This doesn’t include the time our hospice coordinator logged with Adapt Health. Summary of Frustrations: - Phone operators don’t return you to the helpful person you spoke with the day before who seemed aware of what was going on—they start over, reading “the notes”, going over what’s already happened, checking with “higher ups”, even asking again if you paid your co-pay. Why wasn’t that in the notes?! I heard all the details read x however many times I had to call in. - Hospice coordinator and I were unable to speak with anyone actually delivering the equipment in our county—we had to trust until the last hour, when they were 5 hours late to deliver, they were really going to do it. We had to trust that our family member wouldn’t be without a wheel chair, electric bed, Hoyer lift, etc. In the last hour, 6 hours in, with our elderly loved one hanging in there like a trooper, my cell pinged with a notice that the driver was coming within an hour. - Truly concerned for the delivery driver’s health. This company should have equipped him with a dolly and / or other equipment for carrying a load. He was out of shape, apparently in some physical distress, but trying to hide it as he struggled to bring in the equipment. One of our helpers loaned him the memory care home’s cart, helped him offload the truck and bring the items in. I am not able to lift heavy items; I held the doors open. - The driver talked himself through putting the bed together, trying a few different times, eventually showing me that the bed did work, which I devoutly hoped was true. He didn’t bring all the correct items. I was not told the company did not carry certain items that I believed phone operators told me were coming. Pros - The items appear to be serviceable and in good condition—but not at the quality level of the hospice’s dme provider, whose middle-aged driver was prompt, quick, and well-supplied with his own cart to help with moving heavy items. - Boy, are they quick and efficient at taking our loved one’s hard-earned money!