INDEPENDENCE ASSISTANCE

Great people who sincerely care about what they do. I used them as a contact when my grandmother was diagnosed with cancer and they were always more than willing to talk with me and help me with advice on what I could do to make her more comfortable and help her. Exceptional company and would be more than willing to recommend them to anyone needing at-home care.

My 100 yr old grandmother has been with this agency for over a year. They can not keep staff. They do not call consistently with dates and times of visits. My grandmother is in VERY ADVANCED AGE. We have asked (more times than I can count) for visits between 10-2. They arrive at 8am, unscheduled. 4pm when she’s already asleep for the day. When trying to solve the problem of scheduling today, they stated her hours were 1:30-4 and oh well. I cancelled that visit. I have talked to Rickie and Heather until I am blue in the face. Maybe someone higher in the food chain might read this and understand this office is riddled with problems! They have made my grandmother feel as an imposition to them. GUESS WHAT......Independence, YOU are the imposition. Week after week, lies about communication, constant staff turn-over, no competency in scheduling. SENIORS BEWARE!!!!! Follow up: It is a shame that the compliance officer, Laurie, had to make this follow up call. The disdain in her voice from the moment she called was palpable. She never apologized for any inconvenience or asked how we could improve moving forward. She told me she reviewed call logs for 12 weeks and there were calls each week, although the last one wasn’t documented. Why are we reviewing 12 weeks when the dates of service and complaints have spanned over 52 weeks? Laurie seemed quite angry she had to deal with this “all day” and “all they have to meet is care between the hours of 8am-5pm and they’ve done that.” Way to shoot for excellent care. Laurie had zero interest in hearing our side, she was insistent to keep telling me how they weren’t wrong. And she’s going to send that in the report to the state. I asked her to be sure to also include the fact that she called and was immediately on the defensive, had no interest in hearing where they fell short and if her management style of confrontation was like this, fine....to keep it at the agency AND TO NEVER STEP FOOT IN OUR HOME AGAIN. She made our BAD impression worse. I am an RN with home care experience. I know how good agencies run from the inside out. There are way too many excellent home care agencies in the Lexington area to take a chance on this one. SENIORS, STATE AUDITORS, OTHER CUSTOMERS BEWARE........

The professionalism and reliability of the staff at Independence Assistance is phenomenal! Knowing your loved one is being cared for with dignity and respect is such a blessing. I highly recommend this group of caregivers!

We were told that it is the company's policy to tell their employees to report any problems or concerns to the company first rather than discussing it with the client first. As long as the company has this policy, they are not a good company. I never heard of such a thing before in my life.

Overall services are great. Of course they are like every thing else in that every now and then I get someone who is just not really with the program!