What our clients think of us!

great empathetic staff. good accounts group

Great greeting and service from front line phone staff.
Excellent case managers.
Professional individualized case plan and manual.
Clear invoices.
On time caregivers.

IMPROVE:
Inconsistency of caregivers experience and expertise.
Challenging to have 1 or 2 main caregives.
Scheduling can be rough.

Not much. Good the way you are,

I appreciate that your programme allows my mother to stay in her own home as long as possible, while working with my family as a team to help us provide the quality of life and dignity our mother deserves. We also appreciate that there is a system in place to address any difficulties that may arise (and have) in the care of our mother. You take the time to get to know the client and the family in an effort to provide the best care possible and you are sensitive to the varied needs of you clients.

There were frequent errors in billing which were annoying to have to deal with. Staff were frequently not good. There were too many different staffing coordinators (schedulers) that I had to deal with so that I felt my mothers care needs were not properly communicated. We used WeCare and Home Care West after we stopped Nurse Next Door and were much happier with the service especially with Home Care West. My mother is now in a private Extended Care facility therefore we aren't using any private healthcare services now.

Your great attitude and ability to listen.

Pleasant people, both in person and by phone.
Very open to re-arrangements and scheduling to suite family plans.

Very, very accommodating to client/patient/family requirements. Amazed how management & staff would "bend-over-backwards" to help, especially in time of crisis when family members may need someone with level headed thinking, and never patronizing if giving advice. Callbacks and questions answered in a timely manner. Felt everyone was genuinely concerned for you and/or your loved one...never felt like you are "just a number". I have absolutely no hesitation recommending NND to relatives and friends....in fact, I already have.

Excellent service from the person who answers the phone at NND to the person who interviewed our family & then chose the care aides. The care aides have been super! You are the BEST! Thank you & thank you from my whole family!

Easier process to schedule staff - perhaps a calendar system that clients filled in to avoid confusion in am/pm schedules. This used to take a lot of time going back and forth to ensure we were on the same page with your booking staff. We still had mix-ups; that was frustrating.

Being able to pay through internet banking would have eased the process as well.

No business is perfect, but, on balance, NND does a decent job.

(1) NND's policy for charging for cancelled appointments makes sense. However you should clearly communicate that policy to the client when a cancellation is made (we paid invoices that were largely for cancelled appointments).

(2) Last time we retained NND we did so in order to provide vacation coverage for our full time caregiver. Ultimately NND found a person that was satisfactory on a temporary basis, but the process could have been better. In particular, I was very clear about the importance of having the opportunity to interview prospective candidates well in advance of the start date. I am convinced that, while NND had agreed to this, had I not pushed it never would have happened. Proactive communication would have been helpful.

They look after CLT very well concerned about her and for her. That was a huge relief for her.

Loved the service we provided for her father

She thought we were capable of more.

CG Arianne is really good"

YaChe was fantastic

He is happy with service but next time call daughter because she handling everything for him.