My Nonprofit Reviews
Review for North Shore Elder Services, Inc., Danvers, MA, USA
We first had contact with NSES when my elderly grandmother fell and broke her pelvis. When released from hospital, her insurance covered various services (home health aide, physical therapy, evaluation of the home, etc) which were coordinated through NSES. During the initial evaluation, the actual medical staff doing the PT and monitoring her recovery recommended various other services that were covered by her insurance and which NSES would coordinate and set her up with.
Trying to actually get them to provide those services has been nothing but an exercise in frustration. We managed to get someone coming a couple of days a week to help her get dressed and showered and such. But she was eligible for much much more, but it took months and dozens of calls to get anything done. Phone calls are never returned. And despite the fact that my grandmother has a doctors prescription or approval from the insurance for various services, NSES says they cannot provide those services because they do not have sufficient staff, or they just don't bother returning voice mails and when you talk to people who take your number and say they will look into it and get back to you, they don't. Meanwhile, my grandmother has had a few more slips and falls in the subsequent 18 months, and we have all been taking time off work and using sick and vacation days to be there for her 24/7. Dozens of calls and inquiries to NSES all get the same results.... "we haven't forgotten about you - and yes, she does qualify for the services you are looking for but we simply do not have the manpower to provide those services, we're short staffed. Have you considered just paying privately for the services you want? If you can pay privately - we can get someone out there tomorrow". Short staffed, eh? What a joke.
She was eligible for a hospital bed too after she had fallen and cracked a vertebra. We hounded them for weeks. We got a happy phone call (I am not joking) 11 weeks and 5 days into her 12 week recovery to say they were ready to bring the hospital bed the following day. Too bad we already paid to rent one from a local charity and she was going for a final checkup at her doctor the next day, where she got a clean bill of health and her prescription for the hospital bed expired.
I am sure some of the people working in this place are kind people with good intentions, but we have absolutely caught them in outright lies, and we have absolutely been told that her insurance does cover services but they have no staff, but if we agree to pay privately, they can get someone out there the next morning. We have gone up the chain of command (politely but firmly) and nothing changes, so this fish stinks from the head down, apparently.