Nourish Care Reviews 

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

Some of the difficulties with this software is
1) You cannot add future appointments, as the system does not support this. For example you can not track upcoming GP appointments, reviews, blood test etc. You need to keep adding this in paper form.
2) You cannot have separate Risk Assessment and Management plan in this system. As the system does not support this. This is the biggest drawback. So you may need to see other care software which supports Risk assessment and management which such a crucial element in care. They have got a standard format which only gives an outline “identified needs” and within this they have embedded risk element which seems really confusing. They should have “identified Risk” also in their system. For example if you have noticed a risk of violence you may struggle to embed this in their standard format as it keeps giving you only one option “identified needs” which basic should come under support plan. So they need to upgrade their format adding “identified risk” also. I tried to get in touch with customer service they are unable to understand this. Someone from their clinical team if they have any would be able to have an insight what I mean. Your CQC score will go down because of this. Because CQC will request for risk assessment and you will get stuck with this system.
3) customer service takes ages if you need information quickly you are stuck. The waiting time is 30 minutes to 40 minutes which is another drawback.

This are the current biggest drawback with this system.

My company is looking for another system which has the above functionality.

I have taken the time to post this so that other providers are aware of this above short falls before purchasing this.

Thank you

Appears to be a very good software system, but very poor customer service. There would not be a response several hours later, telephone support non existence. They have no realistic sense about the users, dealing with vulnerable people need to have clarification as soon as possible. The training is poor too, inviting several providers to attend a mass training. The trainer talk the talk non-stop but no time for the users to reflect or try anything, poor quality. Recorded the session but despite request, they have not yet send a copy of the recording for a review. Very frustrated!! They can learn from Camascope training and customer service!!!!

Disgusting customer service! Care-Planner signed me up in February 2024 and set up my direct debit and put me through training and onboarding and then told me my Sage package was not compatible with their system 2 months later! I have asked I dont know how many times by email and phone and on my training if they can advise about my Sage package (Sage cloud business) This morning they advised me that I cannot have a refund and I have to complete my contracted time, despite my not even being able to use the platform!!!!!!!. I have spent hours going between Sage and Careplanner doing all the research on their behalf. They didn't even know it wasn't compatible. I have spent hours briefing staff filling in spread sheets and doing their training. Despite not being compatible they still are continuing to take my money. Disgusting customer service. I informed them right at the beginning the name of my Sage Package. When I couldn't get anywhere with my Account Manager I contacted Jamie Inglis who signed me up initially and he wouldn't even take my call as I was an existing customer and not a prospect! That's what the Call Handler actually told me. They have never given me a straight answer except to say they won't give me a refund - DO NOT USE THIS COMPANY!

It's unacceptable that after being with Care Planner for a few years, we've recently encountered technical faults that have not been resolved promptly. Despite the issues being caused by the developers, Care Planner has been quick to shift blame and take no responsibility for the situation. One of the most critical features, staff location monitoring, is currently not working with no clear timeframe for when it will be fixed. We expect a higher level of accountability from the company, and their lack of interest in resolving our issues is concerning. We're actively exploring other options for care planning software that can offer more reliable and efficient services.

THE TRAINER MADE THE TRAINING SIMPLE AND EASY TO UNDERSTAND.

Can always do what we need on careplanner. It's a great system to use for care, I've used multiple systems myself and I can say that this one is so helpful. Its helped us go fully paperless over the course of 3 months. Fabulous.

I have been using Careplanner for the last 4yrs and have been happy with them overall until recently. The Support Team is absolutely fantastic however our account manager Megan has been a shambles. I have requested phone calls due to an ongoing issue with invoicing, so quite a high priority!! i have had emails requesting information which i have duly responded to, but then my request for a phone call is ignored, only to have another email asking for further information. Then to be told or brushed off saying it is a fault with us and how we have set up our system (which we did on the Support Teams recommendations!!) and that we shoul undergo further training. This does not solve the issue of losing money!! The Support Team recognise there is an unexplained issue but are not allowed to help and have to pass it on further up the chain where it gets dismissed - HORIZON & FUJITSU come to mind

Leanne Ware was so supportive when I started the app.
The app was easy to use and carer had no problems accessing and documenting.
Care planner app is very useful and helped with my business.

Brilliant. Megan was so helpful with the training and answering my questions over email quickly. The system is really easy to use and feedback from staff is great.

Poor service from CarePlanner team in recent months. They just asked by email for feedback:

Still not resolved. Had an email today saying it is closed. CarePlanner support quality has dropped. I spoke to three agents about this and provided evidence to two if them, and still unresolved. Expressed the importance of this to the CP team and clearly the team was uninterested.

To the CarePlanner reply -
I replied to your email on the same day, with the screenshots requested. You further claim not to be able to replicate the issue, however, the first agent (Jason I believe) I discussed this with replicated the problem while I was on the phone.

Your reply to my original feedback highlights the problem currently at CarePlanner. The lack of interest in your customers, by attempting to pass the problem over.

Careplanner is a good software for the backend operation

I received excellent help from Megan. She is great!