VITAS Healthcare Inpatient Hospice Unit

To Whom It May Concern, Subject: Formal Complaint Regarding Substandard End-of-Life Care at VITAS Hospice – Carrollton Regional Medical Center I am writing to formally report and document a distressing series of events related to the end-of-life care my mother received at VITAS Hospice, located within Carrollton Regional Medical Center. These failures not only undermined the dignity of my mother’s final days but also left our family traumatized during a time that demanded compassion, clarity, and professionalism. My mother—affectionately known to us as “Momma”—suffered a massive stroke while alone in her apartment. She remained on the floor for hours before emergency responders arrived. What followed were eight of the most painful days our family has ever endured. Momma was born in 1937 on a small farm in Oklahoma. She raised four children and stood faithfully by our side, even while our father served two tours in Korea. She gave us a lifetime of strength and love. When she was brought to Medical City McKinney after her stroke, the staff there displayed professionalism, empathy, and an unwavering commitment to dignity. They explained procedures to her, even when they doubted she could comprehend, and provided comfort to us as a family. However, once transferred to VITAS Hospice at Carrollton Regional Medical Center, the quality of care deteriorated drastically. Here are just a few of the many unacceptable issues we encountered: Failure to Coordinate Transfer: Despite assurances that a coordinator would come for assessment after our Saturday morning call, no one arrived. Later, we were falsely told we had never called at all. This pattern of miscommunication, denial, and deflection continued throughout her stay. Unsafe Medical Practices: Upon arrival, her IV site was already compromised. Rather than securing a new line before removing the existing one—a basic standard of care—a nurse removed the IV entirely, then asked me, a former paramedic from 30 years ago, if I wanted to try inserting a new one. I declined, shocked at the suggestion. Improper Medication Administration: Medication protocols were erratic and confusing. On one occasion, a nurse attempted to administer morphine less than 30 minutes after the previous dose. When I corrected her, she dismissed me with a wave of the hand and remarked that she “just wanted to go home.” It was only after confrontation that staff admitted the earlier dose had not been charted—an egregious lapse in medical documentation. Lack of Communication with Patient and Family: Nurses regularly failed to inform my mother of procedures, leaving us to do so ourselves in over 90% of instances. During one morphine dose, she flailed in fear after being touched without explanation. My brother, unfamiliar with hospice protocols, was visibly shaken. Inadequate Accommodations for Family: A loveseat meant to convert to a bed failed to do so. When I asked for a recliner, I was told only one piece of furniture was allowed. I was expected to sleep on the floor. Only the compassion of one nurse prevented that indignity from continuing. Negligence After Death: After my mother passed, we informed staff that we were leaving. Yet 20 minutes later, my brother returned to find a nurse unsure if they could move the body without a signature—and no attempt had been made to contact us. Even in death, my mother’s care was disorganized. We were eventually approached by a supervisor named Britnie, who appeared sincere and promised follow-up. That follow-up never came. No phone call. No email. No accountability. Not before the funeral. Not after. I must ask: Was my mother’s care compromised by her insurance status? Is this why this hospice facility—despite having only 14 rooms—cannot afford proper bedding, consistent medical charting, or oversight? If so, then this speaks to a systemic failure where compassion is secondary to billing policies. I am not writing out of bitterness. I am writing through heartbreak. VITAS deprived us of the peace we needed to say goodbye.P.S. The floor you can sleep on.

I was under the impression my mother n law was receiving the care she needed but she was admitted into the hospital and vitas said we would have to withdraw her services but once she was discharged she would be reinstated. She was discharged 4/26/25 and as of yesterday 5/24/25 she was still not reinstated after calling the company multiple times after her discharge date. She has dementia and cancer we do not have the luxury for her not to be under care. As of yesterday we called a different company and they were able to place her under their care the same day ( a holiday weekend)

I am very grateful for the compassionate and professional care my late wife received from VITAS during her final days. They were very receptive to her wishes and focused on her comfort first and foremost. I fully believe that it is because of their expert care that my sweet wife was able to pass peacefully, rather than in the pain she would have been facing. While it is never easy to face hospice care, I would happily recommend VITAS for their kindness, professionalism, and honesty throughout the process.

Although it’s never easy losing someone you love we are grateful to all the staff at Vitas. They were very caring and attentive to my mother’s needs and our family as well. They provided a very comfortable and warm atmosphere allowing us to share quality time with her while keeping her pain controlled. She was able to pass peacefully in a quiet and caring atmosphere. I highly recommend their services.

The nurses and staff at the inpatient unit were incredible, especially Wendy and Rima. They provided excellent and high quality care for my father with intelligence, empathy, and humor. They put him at ease when he needed it most and he was so grateful. The team also helped me navigate complex and difficult processes, while ensuring my own comfort as a caregiver. Even after my father’s passing, Wendy helped me with an administrative issue that had been difficult to manage otherwise. The VITAS Inpatient Unit has a truly wonderful team within a comfortable facility.