Nourish Care レビュー 671

We have used Care Planner (Nourish) for several years and have always found it to be both easy to use and straightforward. I could not praise James more in the technical department, he is a credit to his department, very helpful as are the customer service team. Highly recommended. Andrew Crabtree - Crabtree Care Homes

It is a truly awful care plan platform especially for nursing homes with complex needs. Nurses do not want to be defining parameters and scrabbling around to find out how to change things . I am not an IT wiz I know but it is truly frustrating, time consuming and when I have got support the trainer doesn't know themselves or directs you wrongly . The ibot help is also rubbish .... Give me PCS any day --- it concerns me to use this system with CQC looming. If I could change to another platform I would but it is not my decision.

My experience with Nourish, Completely Disappointing Experience From Start to Finish has been…
My experience with NourishCare has been overwhelmingly negative. Their customer support is, in my opinion, one of the most unresponsive and unhelpful I’ve ever encountered. Reaching out for assistance feels pointless, messages are ignored, follow-ups is going no where, and I am left feeling like my concerns simply doesn't matter to them.

The contract aspect is even more frustrating. From my perspective, it feels like they are eager to lock me into an agreement but have no real interest in supporting me after that point especially after I have indicated I do not want to renew . Every attempt to reach them has been unsuccessful
Overall, this entire experience has left me feeling stuck, unheard, and completely let down. If you’re considering working with this company, I would strongly recommend reviewing every detail carefully and being prepared for very little support once you commit. Based on my experience, the level of care and communication is extremely poor.
Afua
Premium Healthcare

In my personal experience, NourishCare has been nothing short of exhausting and disappointing. Their customer support feels practically nonexistent slow responses, vague answers, and an overall sense that no one is actually interested in helping resolve issues. Every attempt I made to get clarification or support left me feeling ignored and brushed off.

The contract process was even worse. In my view, it feels designed to lock you in while giving you as little support as possible afterward. Once you’re signed, good luck getting anyone to follow through on concerns or even acknowledge ongoing problems. With no meaningful assistance and no one taking accountability for anything.

Overall, dealing with this company has been one of the most frustrating experiences I’ve had with a service provider. I would strongly caution anyone considering them to proceed very carefully and make sure you fully understand what you’re committing to.

We have been using Nourish for about 18 months now with the last of our sites going live about 10 months ago.
From the very outset, the support we got from Nourish as a company was excellent. We had good thorough training, a very present project manager who was able to readily support as well as Nourish support desk who are excellent.
Setting up Nourish is so straight forward, it does take a bit of time to get support plans and timelines on to a high standard but the actual process of doing this is so easy. The support plan template means that everything is standardised, and it covers everything required including risks.
It is so easy to set up a timeline for a person, so we have been able to completely personalise each interaction/timeline for each individual person we support, meaning the data we are reporting is relevant and beneficial.
The whole Nourish experience has been and is continuing to prove to be extremely positive and it has been a pleasure to have been involved in it.

George was extremely helpful when contacted. He was able to provide detailed information and support within a very short period of time . I will recommend nourish care system to care providers.

Appauling customer care - you cannot get hold of anyone. The app has not worked for nearly 4 days and there is no information for a resolution on the horizion, we just keep being told a different team will be in touch in the next 48 hours.
Absolutely disgusting when this is meant to be the best care app going. We cant provide all the care we need to because the app never works!

Some of the worst customer service I have ever experienced. I have an issue confirming appointments and until that is sorted I cannot pay or produce invoices. This was reported yesterday morning, but still no update. My email has not been responded to and I can't get to speak to anyone on the phone. We will be moving away from them ASAP. Prior to this they have always been slow to respond to emails for support and we also have an issue where staff cannot access 1 persons care plan and Nourish are saying that they can't see a problem their end.

Would give it 0 stars if I could. We were very happy with Careplanner, but then they merged with Nourish. They simply have no clue. It takes days to access support. Homecare is already stressful to run, they do not make it any better. I really wish Careplanner didn't merge with them.

Absolutely a big mistake for the acquisition of CarePlanner. Support is none existent at Nourish Care. Phones are all setup to voicemail and no one ever bothers to come back to you. Only use them for CarePlanner rostering system

DO NOT TAKE THIS APP.
We were settled with care planner but got no choice when they merged with Nourish care. The nightmare begun. Difficult to contact support or if you do, some don't know what to do and even add to confusion.
It also took a long time onboarding so you cannot change anymore as it lapsed the time. or you will be penalised.
Running a care company is stressful enough and this will add to your stress further.

As a long-term client who has referred others to Nourish, I’m deeply disappointed by their lack of flexibility. Despite simple requests (like adjusting portal access), they refused to accommodate, insisting on costly bundled licenses instead.

Communication with Hannah (Customer Success) was polite but unhelpful—no effort to escalate or explore solutions. Worse, delays were compounded by team unavailability (due to events/leave), leaving urgent issues unresolved.

It is increasingly difficult to make contact with Nourish constantly getting put through to voicemail and very slow responses to emails. Despite not receiving the hardware requested they are adamant that we must pay for the products that we are still yet to receive. Very unhappy with the service provided as of yet.

We joined CP back in Sept 2024 , we have faced initial challenges like no support to setup our system. Lack of features. Worse bit is there support team and response time is appalling with zero telephone support. They cannot rectify issues nor do they take interest in chasing up and improving on them. There invoicing for split funder , time off after cut off period and sage export all needs looking into.

Since Careplanner was taken over by Nourish the support side is lacking massively. I've racked up around 6 separate issues now with the system not working as it should, and the "support" folk just ghost me and never resolve anything. It takes them 10 working days just to understand the question. I'm appalled having been with them for years and paying over £400 per month for a system that doesn't work.

I really like Nourish, particularly its integrations and ease of use once properly set up. However, my rating reflects the fact that the implementation process was extremely poor, leaving us unprepared for success.

With any new software, a smooth onboarding experience is crucial. Despite knowing that our staff had limited IT literacy, the training provided was generic, untailored, and ultimately ineffective. As a result, it took us an entire year to fully adopt the tool—and we came very close to switching to a competitor before things finally clicked.

That said, now that we’re up and running, I’m happy with the software and may update my review in the future. (For context, had I rated Nourish during the first year, it would have been a one-star review.)

I liked this app when my sons care provider started using it, but they seem to add new templates all the time and half of what is recorded cannot be seen when you expand the template
Also, things like have nails been cut appear every day, even when my son is at home with me. There should be a way to mark someone as absent, and not have to record 15 minute observations when they are not on the premises

Poor signup experience/customer care experience.

We originally signed up with Care planner for trial period of about 5 months. When all the features required were not in the product (notably - E-mar chat and full access to notes by client’s family). It was deemed unfit for purpose, so I asked to terminate the contract. I was however advised the NC has become part of careplanner and will provide the missing functions.
It was an exciting news for me at the time, so the account manager quickly arranged a meeting with me to explain the functions – most importantly the family access to the carer activities and notes (We were never told about the limitation of the access). It was stressed to NC this was needed before we can cancel the existing contract. We were told there was high demand to sign up and was advised to sign on a Friday as a deadline to avoid missing out on the deal. At that stage I have trusted the team and believed the product will do all that was explained during phone conversation and brief demo. I signed a 12months deal with NC.
We expended days of admin time to list about 50 clients only to realise the access to client’s family was just – check in and check out and probably the name of carers. No access to any other information or notes stating the activities during the tasks. We were forced to remain with the careline live app for another 12months period.
When I mentioned the issue to the team – they were quick to refer me to the prints of the contract with complete disregard to the phone conversations I had that facilitated the signing of the document in the first place. I requested for a negotiation to exit in a way that will be fair to both parties but was rebuffed on multiple occasions for a product I have not used and will not need for the entire 12 months ( it wasn’t fit for purpose).
This is a lesson not to trust any organisation no matter how they package themselves. All conversation should be emailed to them and allow them to agree before signing any e-agreement which are sometimes awkward to read the entire content. I am currently exploring legal means to facilitate a fair exit deal from NC.
Chinedum Emmanuel – Surrey Quality Care Services limited.

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