Dear Sir or Madam,
Actually, I did not want to participate in the survey. I find it strange to answer questions without knowing whether it is an internal survey and what its purpose is. (I also find it strange that you publish answers on your website without further consultation; we always discuss such citations with those involved). Now you asked again and well, I do not want to evade.
At the beginning of the care we were very satisfied. In the meantime, I find the agency's commitment has waned. I fear that they have too many orders to ensure the personal reference that existed at the beginning. (Quasi personal, exact matching).
Each caregiver comes from a different Romanian agency. Although we repeatedly emphasized that we could not put a smoker with Papa, we were repeatedly offered staff who smoked, the reason being "only a little", "they can smoke outside".
At arrival and departure dates we had to clarify again and again, the agency has not done this in the self-appointed time margin or then wanted to know, for example, from me whether the caregiver could not stay longer, although the announcement of this force was clear: no extension possible.
Do not misunderstand me. We are happy with the people who have been placed and are glad to have the option of home care. The people who came to us are great people and we really appreciate their work. - So we very much hope that Cecilia Lupea will come to us again in the next rotation and then maybe we will get into the originally planned rhythm of two caregivers coming in rotation. (Cecilia is an angel, our father wishes it very much, and firmly assumes that she will come to him again).
Many greetings Claudia Horn
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Translation
first of all, thank you very much for your recommendation! We are pleased that you are satisfied with your father's care.
We are happy to take with us for our next survey the advice to inform customers more precisely about the purpose of the ProvenExpert survey and apologize at this point for the confusion that has arisen. In fact, the surveys on ProvenExpert are public (but of course you have the option to remain anonymous) and serve on the one hand to improve our service quality and on the other hand to provide references to prospective customers / other consumers to facilitate the decision-making process.
We have discussed your feedback at length with your account manager over the last few weeks and have thought about how we can improve communication in the future. To this end, we will contact you specifically. Please be assured that we will do our best to improve our service and take your feedback to heart.
With kind regards
Jan Roth