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| - Review update as of today!
After the initial Yelp review, I was contacted by the administrator Jean. I spoke at length with Jean and expressed my concerns about the service my family and I were receiving. Jean was apologetic, sympathetic and made promises to make the further service much easier. To my surprise communication went smoother, for several weeks. After several weeks past, the old behavior from the facility returned.
We had reached our limit for patience and I contacted the direct owner and sent Tom a lengthy email one evening. Tom responded quickly and we had a direct phone call with Tom and Jean the next day. Our call comprised of me expressing my concerns (again) and Tom requested thoughts of how I think the team can better serve my family. I provided him with thoughts and wants of being involved with scheduling purposes and anything for that matter. I can say the change of being involved with scheduling had been followed through.
The one major concern I expressed when speaking with Tom and Jean, I stated my family and I felt our case manager was absent and was not an advocate for our situation, I also expressed the case manager had been MIA. Tom took the information down and stated it would be addressed. Jean stepped in and informed me she would regularly check in with me on a weekly basis for the duration of the service. I can confirm Jean did check in with me but, not on a weekly basis as she stated she would.
The concern of our case manager being MIA, is still unsolved as that case manager NEVER followed up, NEVER checked in with his patient, NEVER called, NEVER! So, I am not sure whether the case manager had been talked to for his actions of not being an advocate for his patience or they simply brushed the concern under the rug.
With that said, I have been asked to remove the negative review from this website as "it hurts their facilities reputation". I will give the facility a 3 star rating for making the efforts to making the remaining experience a bit better. However, in good conscience I cannot remove the review as I truly feel the service COULD HAVE BEEN BETTER!
For a home health care facility, we the general public want the BEST service. We are families facing traumatic experiences with loved ones and their health problems; communication and feeling abandon from a facility we hire and turn to should not be one of those concerns. I as a customer should be able to lean on your shoulders and feel an overwhelming gratitude for you having my back. Unfortunately, I felt no feelings of gratitude but, felt helpless as we had to endure a few more months of battling our situation (what felt like) in a lonely island.
Thankfully, our lives are back to normal and we no longer require your services. In the end, I will give your facility a 3 star rating but, would think twice before hiring Nightingale (private home care) again.
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