Right at Home of Central New Jersey (Covering Middlesex, Northern Monmouth and Mercer Counties)

Provider Response

We are sorry that you were disappointed in our services but are happy that you recovered and were able to end care with us and return to your home state. While Right at Home of Central New Jersey does not provide therapy services to our clients, our home health aides can only encourage our clients to perform their therapy exercises as home health aides are unable to perform therapy including such things as range of motion, etc. We would note that we provided care to both you and your family member at the same time and that your family member is re-starting care with us and has asked us to send the same caregivers that they had before. We always strive our best to care for our clients the way we would want others to care for our own families and we are disappointed we did not meet your expectations. We wish you the best of luck as you return home.

Provider Response

Thank you Madeline for you five star review!! We love having you as part of our Right at Home family and value you as a family member. Our aim is to provide the best care for you and to offer you companionship and friendship with compassion and kindness while addresssing all of your personal care needs.

Provider Response

We are sorry that you feel that our communication in explaining our services to you was lacking. Our Business Development VP did meet with your family several times before care started to explain how in-home care works and to answer any questions that you had. Based on information from your family and an assessment by our nurse, we were able to create a unique tailored care plan that was provided to the caregiver before the case started so that she was oriented to the needs of your mother. Unfortunately when there are multiple family members involved in coordinating questions or concerns with the office, important information may not get communicated to all family members, which is why we always recommend that a family designate just one person to be the primary contact. We genuinely care about our clients and their families and it was our privilege to be able to care for your mother.

Provider Response

We're sorry that you feel that our billing could be improved. We bill on the hours scheduled and, if a client makes a change to shorten or extend the hours with the caregiver without first calling the office to let us know, we can only correct any billing that was done on a going-forward basis. When we learned that one of our staff had committed certain pricing to you, we corrected our billing after the fact and we apologize for any delay in communicating this to you. If you have any questions on any billing issues in the future, please feel free to reach out to us so we can address and resolve any concerns you may have.

Provider Response

We can assure you that your caregiver is certainly trained on dementia care. She has been with us since 2018 and has worked with a number of clients with severe dementia. We have been caring for your family member since April and have never received any calls to the office to mention any issues or concerns but we are always willing to provide further training to any of our caregivers. In addition, our nurses provide in-service lessons and further education on not only dementia but many related topics to all of our caregivers on an ongoing basis. Our live-in caregivers are permitted a certain amount of free/personal time every day. If our caregiver is on her cell phone during her personal time, she is permitted to do so. We are sorry that there was a problem with the delivery of food by Instacart to the home. We would remind you that our contract says that clients (or family members) should not be asking a caregiver for their phone number. The reason that this is done is that all communication should be done directly through our office. If that had happened and we had been advised of the upcoming Instacart order, we would have contacted our caregiver directly to alert her to be on the lookout for the delivery. In addition, we have a number of clients who use Instacart and we also let them know that they are welcome to use Beth Sholom's cell phone number as a contact so that we will receive texts and alerts about delivery times from Instacart directly. For your information, we have wonderful client experience coordinators in our office who are skilled and trained to manage any type of issue or concern that a client or family member has. We hope you will call the office directly in the future if you have any questions. We continue to be privileged to care for your family member.