What our clients think of us!

except for one small incident, the service both from the office and the home staff was excellent

A NURSE FROM NEXT DOOR WAS TAKING CARE OF MY MOTHER, SHE DID NOT NOTICE THAT MY MOTHER WAS VERY SICK, THAT SHE WAS NOT EATING WELL AND SHE WAS NOT DRINKING WELL, SHE DID NOT TELL THE FAMILY, SHE DID NOT CALL THE FAMILY TO TOLD US THAT MY MOTHER WAS NOT DOING WELL.
FINALLY MY BROTHER FOUND HER VERY SICK WHEN HE WENT TO VISIT HER, AND INMEDIATLY HE HAD TO BROUGHT MY MOTHER TO THE HOSPITAL, MY MOTHER ARRIVED IN VERY BAD CONDITIONS TO THE HOSPITAL, SHE NEEDED BLOOD TRANSFUSION, AND SHE NEEDED TO HAD LIQUIDS ON HER BODY, AND FOOD, SHE WAS DIEING AND YOUR NURSE DID NOT NOTICE THAT. I AM VERY DISAPOINT WITH YOUR SERVICE. WE TRUST YOUR NURSE WOULD TAKE CARE MY MOM. WE TOLD HER THAT WE NEED TO TAKE CARE OF MY MOTHER, THAT IT WAS VERY IMPORTANT TO TAKE CARE MY MOTHER, SHE NEEDED TO EAT BECAUSE SHE HAD CANCER TREATMENT, WE ASKED FOR YOUR SERVICE TO HELPED MY MOTHER TO BE STRONG BECAUSE OF HER CANCER TREATMENT. WE TRUST IN YOUR SERVICE, WE FOUND MY MOTHER IN A VERY BAD CONDITION AND YOUR NURSE DID NOT NOTICE, AND DID NOT REPORT THAT TO US.

CAse MAnager is not readily available to meet face to f ace to support or review with Client services provided.
Recommend more reguaglar review meetings between case manager and client as well as supervision of companions etc. Do not see regualr note taking or information feedback about what companions are doing on their shift.
Excellent companions, not happy with the process of introducing a person to cover while companion is away or on vacation - take time to introduce and provide background nformation about new person providing companionship - unknown to client and to person caring for. Working with elderly requires good speaking English, like to ensure they seak English clearly so elderly person understands companion. LAstly very importnat that companion is skilled experienced with fragile elderly and need to be stimulated and spoken with respectfully, understands dementia, and issues of mobility imparied. How does new person communicte information feedback to client - me in regards to service provided for companion care of my mother or does case manager provide this feedback and when?

It was not possible for us to get 7 day coverage without spending a great deal of time communicating with the dispatcher. Therefore my sister and I could not go out of town. My parents lived in South Surrey near White Rock. The time period was in very high employment. The woman who tried to get the help to us was excellent but she quit suddenly. (Frustration?) The quality of the workers sent varied. We experienced people who had agreed to come not coming due to illness at the last moment or in one case when they found out how long it would take to commute to S. Surrey. Leaving gaps in service. One worker was very lazy , came super ill one time, and basically let my Mom do most of the care for my Dad each time she came. One lady was a trained nurse from her own country, was lovely with my parents, worked hard while she was there but was difficult for my parents to understand due to her accent and their developing dementia. It was good to know that she was in the house because she would know what to do. I could communicate with her fine. She was of the finest character. Most of the workers had some strengths and some gaps. However, the care is better than no care and keeping Seniors in their own home is the best for their well-being. My Mom and Dad went into care and my Dad passed away after a fall only 40 days after entering the facility. The care there at night was very lacking. My Mom is now in an extended care setting that is excellent.

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.