Nourish Care Reviews 673

I feel that any issues I have are acknowledged and actioned in an appropriate amount of time. I feel supported with the system by the online team and by the account manager. Needless to say there has been times where there has been several questions fired at the Nourish team, they have been patient and effective in managing our expectations so far. Thank you.

Great course content, material and excellent tutor

Some of the difficulties with this software is
1) You cannot add future appointments, as the system does not support this. For example you can not track upcoming GP appointments, reviews, blood test etc. You need to keep adding this in paper form.
2) You cannot have separate Risk Assessment and Management plan in this system. As the system does not support this. This is the biggest drawback. So you may need to see other care software which supports Risk assessment and management which such a crucial element in care. They have got a standard format which only gives an outline “identified needs” and within this they have embedded risk element which seems really confusing. They should have “identified Risk” also in their system. For example if you have noticed a risk of violence you may struggle to embed this in their standard format as it keeps giving you only one option “identified needs” which basic should come under support plan. So they need to upgrade their format adding “identified risk” also. I tried to get in touch with customer service they are unable to understand this. Someone from their clinical team if they have any would be able to have an insight what I mean. Your CQC score will go down because of this. Because CQC will request for risk assessment and you will get stuck with this system.
3) customer service takes ages if you need information quickly you are stuck. The waiting time is 30 minutes to 40 minutes which is another drawback.

This are the current biggest drawback with this system.

My company is looking for another system which has the above functionality.

I have taken the time to post this so that other providers are aware of this above short falls before purchasing this.

Thank you

Appears to be a very good software system, but very poor customer service. There would not be a response several hours later, telephone support non existence. They have no realistic sense about the users, dealing with vulnerable people need to have clarification as soon as possible. The training is poor too, inviting several providers to attend a mass training. The trainer talk the talk non-stop but no time for the users to reflect or try anything, poor quality. Recorded the session but despite request, they have not yet send a copy of the recording for a review. Very frustrated!! They can learn from Camascope training and customer service!!!!

Disgusting customer service! Care-Planner signed me up in February 2024 and set up my direct debit and put me through training and onboarding and then told me my Sage package was not compatible with their system 2 months later! I have asked I dont know how many times by email and phone and on my training if they can advise about my Sage package (Sage cloud business) This morning they advised me that I cannot have a refund and I have to complete my contracted time, despite my not even being able to use the platform!!!!!!!. I have spent hours going between Sage and Careplanner doing all the research on their behalf. They didn't even know it wasn't compatible. I have spent hours briefing staff filling in spread sheets and doing their training. Despite not being compatible they still are continuing to take my money. Disgusting customer service. I informed them right at the beginning the name of my Sage Package. When I couldn't get anywhere with my Account Manager I contacted Jamie Inglis who signed me up initially and he wouldn't even take my call as I was an existing customer and not a prospect! That's what the Call Handler actually told me. They have never given me a straight answer except to say they won't give me a refund - DO NOT USE THIS COMPANY!

It's unacceptable that after being with Care Planner for a few years, we've recently encountered technical faults that have not been resolved promptly. Despite the issues being caused by the developers, Care Planner has been quick to shift blame and take no responsibility for the situation. One of the most critical features, staff location monitoring, is currently not working with no clear timeframe for when it will be fixed. We expect a higher level of accountability from the company, and their lack of interest in resolving our issues is concerning. We're actively exploring other options for care planning software that can offer more reliable and efficient services.

THE TRAINER MADE THE TRAINING SIMPLE AND EASY TO UNDERSTAND.

Can always do what we need on careplanner. It's a great system to use for care, I've used multiple systems myself and I can say that this one is so helpful. Its helped us go fully paperless over the course of 3 months. Fabulous.

I have been using Careplanner for the last 4yrs and have been happy with them overall until recently. The Support Team is absolutely fantastic however our account manager Megan has been a shambles. I have requested phone calls due to an ongoing issue with invoicing, so quite a high priority!! i have had emails requesting information which i have duly responded to, but then my request for a phone call is ignored, only to have another email asking for further information. Then to be told or brushed off saying it is a fault with us and how we have set up our system (which we did on the Support Teams recommendations!!) and that we shoul undergo further training. This does not solve the issue of losing money!! The Support Team recognise there is an unexplained issue but are not allowed to help and have to pass it on further up the chain where it gets dismissed - HORIZON & FUJITSU come to mind

Leanne Ware was so supportive when I started the app.
The app was easy to use and carer had no problems accessing and documenting.
Care planner app is very useful and helped with my business.

Brilliant. Megan was so helpful with the training and answering my questions over email quickly. The system is really easy to use and feedback from staff is great.

Poor service from CarePlanner team in recent months. They just asked by email for feedback:

Still not resolved. Had an email today saying it is closed. CarePlanner support quality has dropped. I spoke to three agents about this and provided evidence to two if them, and still unresolved. Expressed the importance of this to the CP team and clearly the team was uninterested.

To the CarePlanner reply -
I replied to your email on the same day, with the screenshots requested. You further claim not to be able to replicate the issue, however, the first agent (Jason I believe) I discussed this with replicated the problem while I was on the phone.

Your reply to my original feedback highlights the problem currently at CarePlanner. The lack of interest in your customers, by attempting to pass the problem over.

Careplanner is a good software for the backend operation

I received excellent help from Megan. She is great!

Hannah Robert was been very patient with me throughout my training. She understood all my needs and kept me well informed. After each training, she will contact me to check my progress and asked if I needed help/support which meant a lot to me because I became very busy so anytime I got that phone call felt like a push for me to catch up in a good way. I really needed that push.

Explained very well and made me comfortable to ask question on topics I was unsure on. Really good session, left the training happy with all questions answered.

A great training experience from the trainer who was very knowledgeable and answered all questions.

Alex who carried out the training was great, he went through all parts of the training and did demos and explained and gave answers to all the questions we had. He was very helpful, we all enjoyed the training and look forward to using Care planner, with ease. Thanks again Alex.

Quick response,
happy to help and ensures problem is solved