Covenant Care - Pensacola Area's Online Review Report Card

There are consistent issues between this hospice agency and their DME vendors which lead to failures for a safe and smooth transition of care.

An employee of Covenant called my work line. She rudely asked who I was - even though she placed the call to me - and asked why I had been calling them. I have not been calling them, at all. She demanded to know who I was & I gladly gave my name, company information & position. She understood none of what I said, figured me for a telemarketer & asked that I take her off my call list... then, in true Karen fashion, she hung up on me. Ha! Lady, whoever you are, I'm not a telemarketer & I don't have a call list. But, I have blocked your number so you will never be able to call me and treat me so unprofessionally ever again. I pity anyone who has to deal with you on a daily basis. Get your life together & learn to be nicer to people. Your attitude reeks & your company should be ashamed of you.

I'll keep this as brief as possible but there's a lot. 1.) The nurse assigned to my wife went on vacation the day after her first visit. 2.) They had our address wrong in the database and never corrected it. Knowing where the person who is dying is living is a very important part of hospice care. 3.) A card I was given to 'cover 100% of all prescription costs was worthless. I paid out of pocket. 4.) On Sunday my wife begins experiencing painful grand mal seizures. I call to request a priest come to our place on Tuesday afternoon, when my wife's sister will be flying in from Michigan. 5.) I call on Monday for an update on the nurse situation. I'm told to expect a call from the social worker. The social worker calls and says she'll be by TOMORROW to answer any questions. (advice to Covenant: TOMORROWS are very precious things to a person living our their final days.) 6.) Tuesday, the sister is due in soon and I call Covenant to confirm the priest request. They have no such request on the record and have to scramble to get a priest to come by Wednesday morning. The sister arrives. The grand mall seizures are more frequent and more violent. The social worker arrives and see's my wife is in great pain. She asks about the 'comfort care kit'. I tell her it never arrived. She looks at her tablet and says, "Says here, it arrived yesterday morning." I walk to the townhouse three doors down and there it is. A FEDEX PACKAGE CONTAINING LIQUID, DRINKABLE MORPHINE AND OTHER NARCOTICS had been sitting there for over 24 hours! KIDS PLAYING BASKETBALL AND RIDING BICYCLES PASS. IT'S THREE DAYS BEFORE CHRISTMAS! I return and confront the social worker. She's at a loss for words. She's going to report this immediately to a supervisor and tells me the nurse will come TOMORROW! The social worker calls back and assures me the address thing is worked out and I'll be getting a call from the supervisor in an hour. No one ever calls. 7.) Wednesday - the priest comes, my wife has a massive grand mall during the Lord's Prayer, the sister leaves, the nurse arrives. She was a very kind, quality, compassionate nurse. SHE gets 5-stars. My wife gets her first dose of morphine and is calm. The nurse orders oxygen for my wife and leaves. An hour later the phone rings. It's the oxygen guy - he's at the wrong address. We give my wife oxygen. 8. Thursday, Christmas Eve. My wife passes. From one full week of Covenant 'service' my wife received a grand total of 15 hours of what could be described as compassionate hospice care. The lives of children were at risk. (Dangerous narcotics delivered without requiring a signature). It took an additional 6 days and over 8 phone calls to get the hospital stuff removed. My grandkids visiting from Germany played with Christmas toys on the bed their grandma died in. Hospice is the single priciest item Medicare pays for. It's a $20 billion industry. I suspect Covenant put more time, effort and consideration into their office Christmas party than they did my wife's final days. My wife's pain and suffering is over but mine carries on. Every memory I have of Kathy is tainted by what she experienced during her final days. After flying into a blinding rage over the Covenant experience I was admitted to the hospital with a heart condition - A-Fib. Covenant management invited me to their offices and, surprisingly, didn't deny or make any excuses. They asked me to work with them on a plan to make it better. I believe they're sincere but will let this review stand until the promised plan becomes reality. All I want now is for something like this or EVEN CLOSE to this to never happen to another family again and, I believe, neither do they.

You have an employee who texts and drives in your company car. My husband (who was driving) and I were behind her, and I saw in her rear view mirror that her eyes were flicking up and down to her lap, her attention clearly not on the road. She held up traffic at a green light, (we were still behind her at this point) her attention STILL in her lap. She also swerved into a turning lane, thankfully no one was in it next to her. License plate is Y10DBV. I would’ve called, but you’re already closed. I would’ve emailed, but I couldn’t find one. So review it is.

The worst experience ever. If you have a choice of any other hospice organization chose them over Covenant. So many issues that would take hours and pages to even describe with multiple deficiencies at every level. One of the biggest issues was a complete lack of communication and inablity to cordinate even the most basic functions. Their involvement made the death experience even more stressful.

Today is May 16th, 2019. My husband died under their"care" on the 10th. He died in the evening so someone came, made sure funeral home was notified, destroyed rest of medications and left. Since then no one has bothered to call or come get the hospital bed and equipment. I have to look at these things 24/7. There were 2 nurses that each came twice... they had absolutely no compassion. I am not a complainer ever; but this has traumatized me and left me feeling so guilty that I put the love of my life in their care.

Called to get my child taken care of. Was referred to covenant care by sacred heart. The dude hung up on me 3 times! Was VERY rude as well

My dearest friend was admitted to Covenent Care at Sacred Heart hospital and received the most loving care imaginable. The nurses treated her as if she were their own. Mary, Cynthia and Patty took such loving, gentle care of her and us. This was my second experience with Covenent in-patient care and I feel so blessed to know they are in our community. Can’t recommend highly enough.

This place would not even let my grandma in due to one blood test. She passed two and a half weeks later in the nursing home. If your loved one even passes the test.... good luck!

One of the worst experiences ever. Choose ANY other hospice besides Covenant.