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based on 2036 ratings.
What our clients think of us!
The following comments were submitted by our customers when asked to provide feedback on our service. In the interest of transparency, we present these comments as provided except that personally identifiable information has been hidden unless the reviewer has requested their full name be included with the review. No unfavorable comments have been removed.
Helpful courteous service. On time and consistent.
I used the service of NND Richmond in 2015 when I had a broken hip/replacement. I found the staff to be caring, competent and kind.
In September 2017 my sister Jane Young had major colon surgery and I recommended Nurse Next Door for home care. Client Coordinator Marika Svac did a great job reassuring Jane and providing excellent nurses to care for her.
I think the cost might be prohibitive for some people.
Excellent communication. Caregivers are cheerful and conscientious. Changes to schedules are accommodated easily
We have only used this service for 5 days and so far it has been satisfactory.
I asked Nurse Next Door to provide me with a care aide for five days while my regular care aide is on vacation. y I assumed you would provide the same persfor the five days but instead you sent three different people, which meant there was no consistency and I was having to train in someone new each day. There was no comfort for me in that, and I find it surprising that you wouldn't know that yu were adding stress. My partner says that you should have been honest when I first called with my request two weeksago and just told me outright that you could not prov provide the service requested. Then we would have known we had to fend for ouselves or call another agency with a more reliable supply of care aides. Plus your care aides do not seem experienced. they do not seem to knw what to do without a lot of direction. By contrast, Laurel, the nurse you sent when we needed a nurse one evening a few weeks ago was completely fabulous
Professional in every way!
When I called, the intake person was extremely helpful and was able to arrange an initial assessment in less than 24 hours. Then the intake person, Ivy, was very thorough and seemed to be able to understand the situation quite easily. Services were in place the next day which was important as we needed help immediately. All the nurses who have come to take care of my father have been very caring and professional.
I would definitely refer other people to your service.
Scheduling issues, miscommunication, lack of customer service, customer service levels and needs unmet
Impressed with the quality of support
The caregivers I've met are competent and thorough.
What is your second question in your survey?
You were quick to respond to my need and very flexible with the hours. The care givers were very helpful and really nice.
Amazing service..
those girls are very nice sweet and warm to us
Lani and Perla have been absolutely fantastic and they are lovely, caring individuals to my Mom Dorothy (91). We couldn't have asked for 2 people who continue to surpass and exceed their job description every day. We are sooooo grateful we have Lani and Perla to help us and our lovely Mom. I love the fact that my Mom is never alone and staff replacement are there in a jiffy if either Lani or Perla are sick or on holidays. Awesome job everyone!
The girls seem very caring and are very attentive willing to do whatever they are asked
Incomplete tasks, inattention to details esp. re: medications and hygiene
The team is very responsive and patient, listens to the customer, and adjusts services as requested in a timely manner.
lack of communication
Scheduling has been an issue, some of the nurses that have come in have been less than stellar. We had one no show and many times someone different showed up than who we had been told would be coming.
Many of the nurses have been great. The whole experience hasn't been horrible
Friendly and caring.
I never give a perfect "10" unless something totally above and beyond spectacular service is rendered. This in mind, I score a "9". The service has kept me informed with the service schedule in an efficient and timely manner and I have had no negative feedback from my mother (who is the client recipient of your services).
Your organization employees great people who listened to our needs and helped make great affordable recommendations based on what we require now. The care -aide Manjeet is wonderful! My parents really like her. She's friendly, approachable and reliable.
Thank you for what you do! keep up the good work!
First name removed
- inconsistent & often inappropriate scheduling; allocated times do not match client's personal care requirements, especially when requirements are time-sensitive (e.g. timing of medication administration)
- inconsistent competence among care-workers which can range from poorly trained, inexperienced personnel to some who are very professional, competent and demonstrate genuine interest and care towards client.
- care workers who are on the low competence range do not look at individual patient's overall care requirements and provide care accordingly; they seem to be more concerned about leaving right on time, but do not seem to demonstrate same diligence in arriving on time. This may be a flaw in not allowing travel time for workers to get from one client to the next. We have encountered several examples of workers who rush to leave a client to get to the next client on time, but would leave without completing all care tasks required by the current patient.
- poorly trained workers do not take instruction well and are not attentive to details.
- Basic instructions not followed even on subsequent repeat visits.
Example:
- even with repeated reminders that access to client's 2nd level living space is through a back entrance with key in a lockbox, the same worker would continue to arrive through the downstairs front door and try to get the client (who is hard of hearing AND mobility-challenged & cannot walk down stairs to open the front door) to let them in. The worker would claim that she was not informed about the lockbox & key to let themselves in. That's clearly not true since the worker was told at each visit that she needed to access from the back, not the front.
- schedule changes are sometimes made with no or very little advance notice to client's family.
- back to back shifts are frequently spaced with short intervals where one care worker would leave and the next one would arrive 30 to 60 minutes later. Note that some medications cannot be administered back to back within such short intervals.
This is a serious concern when not addressed by the agency.
Unpredictable schedules. Some language comprehension issues, little caregiver continuity and therefore routines had to be reintroduced almost daily. Wet soiled tissues were left on the floor of the bathroom where bedpans emptied However your caregivers were compassionate and good -natured.
The caregivers we've had so far are quality people; flexible, knowledgeable, attentive, they know when to ask for help or direction, and they are caring
unreliable reporting schedule
I am quite impressed with your staff! The assistance given is great! Would have been a higher score if nurse showed every night as stated.... Great organization and staff. Very helpful in need!
Mostly things have been great. My Dad had a few issues, but they were dealt with. I am happy with the treatment he has received.
Good service, but I would like to be able to submit online bookings rather than rely on phone and email. It would be more convenient.