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Here’s a brief overview of my experiences:
1. Timeliness: Not once did any Reliant employees show up on time for a scheduled appointment. For instance, if an appointment was set for between 1:00 PM and 3:00 PM, they typically arrived around 4:00 PM, this includes the PT doctor.
2. Vitals Checks: A nurse took my 88-year-old mother’s blood pressure and initially reported it as "normal" at 109/4X. Upon questioning as the numbers were way too low, she rechecked and reported it as 190/7X, which is dangerously close to stroke level BP. The Reliant PT doctor, who arrived at the same time as the nurse, confirmed it as 186/7X. Clearly, the nurse lacks the proper skills to take blood pressure accurately.
3. Medication Management: Nurse claimed she would organize the medications. She worked on it for a while. When she left, we found a complete disorganization of the medication regimen which is obviously highly dangerous. Wrong pills were found at wrong times. She put stickers on boxes that, if followed, would have led to a double dosage of medication (see photo).
When we raised this issue with the supervisor, rather than addressing it, he suggested we manage the medications ourselves. This reflects a culture at Reliant that avoids facing problems instead of solving them. Should we also do our own vitals checks?
The next day, a new nurse came and filled the boxes. Same problems. No pills were left for bedtime. All the bedtime boxes were empty. The following day, the same nurse came back again and filled the boxes again. For bedtime medicines, we noticed four pills in some boxes, three pills in others and four different pills for the following day (see photo). My mom woke up with extremely low BP, possible due to double medication.
The manager said she was speechless and didn't know what to say. I would agree with her. She sent the supervisor himself the FOURTH time to set the medication regimen correctly which is the most basic part of nursing.
4. Lack of Accountability: The response from Reliant's staff, including has been dismissive rather than constructive. Their approach has only aggravated the situation instead of resolving it. It seems that Reliant’s culture is one of blame-shifting rather than accountability, which is unacceptable when patient safety is at stake. I only wonder what would have happened if I was not there to monitor and question your employees as might be the case with other customers/patients.
5. Making Things Worse: I attempted to escalate these issues within their organization. This type of performance and behavior by Reliant as a company that works with the sick, elderly, weak, and vulnerable cannot be tolerated. Should Texas HHS, Medicare, other health insurance companies, Nursing Board, hospital case managers in Texas, future potential patients, and the community in general know about the above?
Recommendation: Don't walk, run!
