Heart To Heart Hospice of Austin

Daughters 3

Our journey with Heart to Heart Hospice spanned a little over a year. This agency was not perfect, but they were there for us caregivers and especially, my mom, as her terminal condition degenerated. Towards the end, the nurse aide was coming 5 days a week to bathe and ensure she was comfortable and the nurse was checking in 7 days a week to regulate the meds and assess her condition. Us caregivers were kept informed and supported during this difficult time. They were very patient and understanding in responding to our barrage of questions. Knowing that my mom didn't handle change well, the agency kept staff changes to a minimum. That led to the formation of strong bonds and relationships between all parties ....my mom loved the Heart to Heart staff who cared for her and they, in turn, loved her! A year is a long time to have a loved one be in hospice care, they become part of your family, and when my mom did recently pass away, again, Heart to Heart really came through for us! Because of Covid restrictions and my mom's wish to be buried in another state, at last minute we ran into an array of problems with the funeral home .... had it not been for Heart to Heart's intervention, we would've had to cancel the funeral! We will always be grateful for the role they played in ensuring that didn't happen! As was mentioned at the start of this review, the journey with Heart to Heart wasn't perfect, but our hearts are full of gratitude for the services they provided my mom and us during a very stressful and sad time.

Stirone

First off I would never hope what our family went through any other family ever has to go through! I think I have been silent long enough about the care my father has been receiving since joining your organization last Friday, March 15. I would like to go over the issues that we have ran in to since the beginning. Our first biggest issue was meeting with your admissions director Kerry. She was nothing but blunt and very much a bully. She made me feel like I was the worst daughter on earth because I couldn't afford the $5,000 a month to place him in a nursing home full-time. She went on to tell me that if my mother fell while trying to take care of my father and the police were called that adult protective services would be called. She is absolutely the WORST person to have in this line of work and I will be putting in formal complaints with corporate on this situation. Next, it took a couple of days with my father laying in limbo at the hospital while Hospice and the Hospital worked out where he was going. On the day I was told to be at my parents house by 2:00 pm to meet the company that was delivering the equipment they showed up an hour early and left a tag on the door about missing us. Once I reached out to hospice the company came back an hour later to deliver everything. They were supposed to have a bed on the list as they asked me to disassemble his bed to make room for it. The company said they were never told about a bed from Heart to Heart but they felt bad so they gave us one that they had on the truck. Then the nurse that was scheduled to come out that same day to meet him and make sure everything was set up correctly was told to be at our house around 2:30 and that my parents would be there. Hospice didn't get everything wrapped up with the hospital until 4:00 pm and that poor lady had to sit with me at my parents house for over 2 hours while I cried on her shoulder waiting for them. We were told the next day a temporary nurse would stop by to check in on my father but they never showed up. They showed up on Sunday after I called and complained. Then we were told that he would meet his regular nurse on Monday. Yesterday my mother brought to my attention that the nurse never showed up. I called you guys immediately to find out what the issue was and why they didn't show up or notify us. You ended up sending a night nurse to their house after 7:00 pm and they stayed there until 9:00 pm. This is uncalled for!!! My father who is basically on his death bed and my 79 year old mother do not stay up late. We were under the impression that our regular nurse would be showing up during the day time. I feel that Heart to Heart has made this whole experience even more depressing and stressful then it should be. I have dealt with a different hospice company in the past and they were nothing but caring and sincere with us. I don't understand how a company that is suppose to be compassionate and caring during this difficult time in a family's life can be like this?

sosad2

The employee setting up service was great. The case worker was good. The employees answer the phones were useless. The nurse...not even sure she was a nurse. They could not answer questions and did not return calls in a timely manner. The medication given was not enough to last more than a day. The equipment malfunctioned. These are not hassles a grieving family should be dealing with! Shame on you for not be proactive.

Jackie121267

Heart to Heart Hospice is providing excellent care for my mom. I have them come in two times a week to bathe my mom, and a nurse comes in once a week because that is what she needs right now. The social worker makes absolute sure that my mom goes for respite. I am really impressed, and I think they are a great organization.

Steven28

Heart to heart hospice did a very good job in taking care of my dad, and that’s all I care about. They’re very caring and attentive. They come to me.

Bill William

These people are un-professional, uncaring and just plain rude. All they care about is trying to sell other services, like funeral or cremation with their own providers. The so-called nurse that was assigned to my mother was more interested in trying to sell me a burial package or cremation service than anything else, she demanded answers to personal questions that were none of her business. When she called to notify me of my mothers death she demanded that I either come to the hospital immediately to remove the body or allow her use her own company, this was in the middle of the night only a few hours after hospice began. I had to hang up on her and call the hospital directly to speak to a real nurse who told me there is no hurry to wait until tomorrow to make arrangements. I strongly advise against this company!