What our clients think of us!

Very slow to no response when contacted head office

Good morning, I wanted to write in and provide some feedback (previously sent in an email but did not hear back from Nurse Next Door).

My mother was being looked after by Nurse Next Door over the last month from 10 PM to 8 AM every day.

She passed away on November 28th early in the morning while Grace from Nurse Next Door was on shift. Unfortunately Grace had not experienced a death before and was very upset when I arrived at approximately 7:00 AM.

This was a terrible experience for everyone involved. She did call work to let them know what had happened but was told to go home. My family was very distraught and left in the position of having to console her when I would have expected her employer to have handle the situation - she couldn't and wouldn't leave given her state. In the end my brother in law had to drop her off at the sky train so that her husband could pick her up.

In my opinion, Nurse Next Door did a very poor job. Just to be clear - we are not mad at Grace - she was wonderful. But having her there during our extreme grief was unacceptable - I would have hoped that you would have sent someone from your team to pick her up. I will not recommend Nurse Next Door for anyone who has a parent in their last stages of life.

Sincerely, Elayna

We very much like our care giver winifreda

Caregivers kind& considerate Top Marks!!
Online staff do not always follow through on requests eg asked for a copy of schedule to be emailed to me Not received yet

Great service and really friendly staff.

Great service level,with much consideration to clients/patients, reliable and would be unable to be treated at home without their care

Nice people who knew what to do.

All the nurses coming to help mom out has been very kind and helpful! We really appreciate their kind support always! They work many hours and come multiple times a day to help her at a senior assistant living home called Chalmers Lodge after she was released from Mt. St. Joseph and she was very weak back then and she really needed lots of help. With them helping with catheter plastic bag change, washing her body, taking food up to her room and making her exercise and making sure she uses the nebulizer has helped tremendously for her recovery. She is almost 92 years old and she definitely is in way better health condition due to Nurse Next Door big help! Thank you so much! Cheers! Elly Whalen daughter of Name removed.

she is kind & knowledgeable.does her duty well.

Very pleasant nurse. Treated with respect and care

Chris dads nurse is awesome he has lots of trouble getting along with people and is very happy with her care. But the billing is not my favourite part we have been over charged and was told they would take care of it and we have never heard from anyone so if my father n laws care wasn’t so good we probable would have gone some where else

Service satisfaction,

It is professinal and sends responsiblle and caring staff to clients.

Thanks so much of nurse next door for a good caring of my husband Name removed and also me minoo as his wife . We are thankful from Mojgan and my husband,s care giver (Harpreet) who is a very nice and responsible girl . Thanks again from nurse next door that has given us such good facilities . Best regards . Minoo

Huge delay in responding to phone and email messages.

No response to my dissatisfaction over the type of billing account that I receive. There is no date time worked, amount or who performed on those dates.

Melba has been such an amazing member of my moms care team. She has been incredibly kind and patient with my mom who has Alzheimer’s.

Workers were satisfactory in the past. Some were more helpful than others.
At present we only have 2 hours, 3 afternoons a week.
Regan Smith, is very polite, competent, and helpful with exercises. I enjoy having him here.

Cost is very high for non registered care givers and the billing and accounting is very disorganized.

Staff reliability has been during the last few months so that is why I have given a 5 at this time.

The caregiver Achol Joseph was amazing. She was very supportive and went above and beyond.

Hi I am happy with my home provider, Ruby is terrific and I am looking at the rest of the team,
So far so good.

My NND does a great job every time. Her name is Lynda. She is able to solve my problems and find things that I don’t. She has become a friend.
p.s. she needs a raise!

-—repeated poor communication between booking office/ care staff and client
—-difficulty of client to reach original contact persons at NND
—-clients understanding that the high hourly rate was partly for a brief in house orientation when a new staff person was sent
—- care aids not taught the importance of being ON time—or NOT leaving early. Poor work habits being allowed to continue at the clients reduced comfort, and expense. They should know better! And not have to be reprimanded like children.
I personally put in a request for a copy of my original contract with NND—a month ago??
No sign of that—-guess I have to make contact with the “Mother Ship” again
Another example of what—I am not sure—I guess that is for you to figure out.

Excellent caring skills.

I love the support workers but I have found the case nurse can be hard to reach and doesn’t always respond to my texts.

The very conscientious attention to suit my wishes and needs and that of the patient, my husband, and the quality of expertise exhibited by the personnel who have attended so far.

Usually able to accommodate on short (emergency) notice. Always answer the phone. Very helpful

I could not have been happier with the care and attention my mother received from both nurses that visited her in her home. My mother had undergone a lung biopsy and our family was concerned about the effects of the procedure. Naturally, my mother was also very anxious. The nurses who visited her in her home monitored her temperature, blood pressure and oxygen levels. They took their time to help eliviate her fears and strived to ensure that she was comfortable and calm. I was also kept informed of the results of the tests as well as my mothers overall condition. Utilizing this information I was able to make the best decisions for my mother’s health and well being. The person most responsible for organizing the nursing care and follow ups for my mother was Amy D. Her compassion and commitment was so greatly appreciated. We will definitely be scheduling additional visits in the future.

Mostly have been happy just wish their wasn’t changed in staff so frequently.

Also miscommunication about careplan and expectations are not clear and what each nurse is willing to do is different and the way they clean is different

In the early years of using your service, I did tell people of your services, hence a score of 10. The past few years I was very disappointed in the services, especially billing. There should be documentations on my file. I would have rated the all-around service near 2-3. Over the past year, everything has been improving. I am cautiously optimistic - hence 7.

Service is unreliable (several cancellations 2-5 hours in advance of home visits) and not punctual (at times needed by client).

Nurse Next Door has totally misreprepresented its brand promises:
1. giving clients peace of mind;
2. returning phone calls within 30 min or will make a donation to charity;
3. sending a nurse compatible with the client