Tender Care Home Health & Hospice

Unorganized and unprofessional staff. Did not explain services or frequency to my family member. After my grandmother verbalized the lack of need for the service twice (upon SN admission and the initial PT evaluation) one of their nurses decides to call a month after admission date to "schedule a visit", while we had originally thought she had been discharged since no one had bothered to call or scheduled since, it was a surprise for my grandmother to get the phone call. The nurse called after hours therefor I reached to the On-Call nurse. Once the nurse picked up and I told her who I was and gave her my grandmothers name she replied with "ok? WHAT ABOUT HER?" wild choice of words first of all, luckily my grandmother was not in need of their assistance or me as her family member. I have been a home health nurse myself for over 10 years and I would NEVER speak to a patient or family member that way. I have taken the time to write this review because I believe our community deserves to have caring staff that does not make you feel like you're being bothersome for calling FOR HELP. Denise was unable to retain the information I had given her at the beginning of the call in regard to my grandmother, (HER NAME) since she was very quick to dismiss me and make it known how much my call had inconvenienced her, that she had to ask my grandmothers name and spelling TWICE. After that call ends, she calls me back herself, stating that she cannot find my grandmother in her system, unsurprisingly she had misspelled her first name. Afterwards she stated my grandmother had been discharged since 6/25/26 by PT, PT does not dictate if the patient can be discharged from nursing nor can they conduct a nursing discharge. They are different disciplines, different plan of care, different assessments, billing ETC. Once the nurse admits, she will need to discharge patient from the service. Denise assumed I was uneducated in the matter, requested to do a discharge visit knowing very well they can conduct a non-billable DC. I am extremely bothered with the lack of empathy, professionalism and overall care for their patients, I cannot imagine having this lack of care for a family member that really requires the service. Will patiently wait for that CMS survey in the mail...

Acknowledging that we may need hospice services for our mom was probably the hardest decision we’ve ever made. Initially, we were hesitant to contact Tender Care because they seemed newer in town and the smaller agency. So we went with the larger, better known agency. I’ll spare you the details, but they failed us every step of the way. Including being unresponsive when it really mattered. Tender Care (Joe) was quick to answer the call and was unafraid to ask the difficult but necessary questions. He did so in a compassionate and caring manner when letting us know the next steps. Gilbert, hospice RN, came to the house and helped us assist our mom in transitioning beautifully and peacefully. Gilbert was extremely responsive to our calls, questions and with educating us on the entire process. He too was extremely kind and compassionate. Because we were treated with professional, responsive, respectful and caring team members during this difficult time, we would highly recommend Tender Care to families in need of hospice services.

My husband was in need of home health care when he was released from UMC in El Paso. They wisely suggested Tender Care. We were so fortunate to have Angela assigned to him. She was attentive and always wanted the best for my husband. He then went through 10 total brain radiations and just went down each day from there. Angela (the best home care nurse EVER) suggested hospice to give him more care which we did. We then met Joe who explained everything. The next day we met Christy who was an amazing nurse and helped us through the entire process. Father Andres was wonderful and his administration of the last rites was so special and helped the entire family to accept what was ahead of us. Tina the social worker was also very nice and I must say that Eileen did a wonderful job of bathing him and trying to teach us how. In summary, we are very happy we chose Tender Care and thank you all for everything.