KinCare NSW

Negative experience: Siverchain formally Kincare don't care about you at all Ever since Silverchain took over my mum has been given so many SW never the same one. Then told they couldn't do the DA service and not even offered to outsource. We wrote a complaint to Silverchain and the team leader rang us and her words " sorry we won't be able to do your service all the time to which my mum said outsource then I need my service to there reply it costs to much. Your more then welcome to look around for a new provider disgusting behaviour from this company

Fantastic experience: Am very impressed with the professionalism of this organisation and generally, the training and quality of their staff. I would and do recommend to friends seeking support thru my aged care yo contact KIN care . Very happy to date. Approx 3yrs receiving support. They follow up, return calls as required and kerp you informed if changes. Only downside to me is that the window of 5 hrs is ridiculous, however my support is regular day and usually around the same time, so I can plan.

Negative experience: Very disappointing. Complete lack of compassion and respect for the elderly. If you call your case manager it can take days to get a response. Would not recommend.

Negative experience: Proceed with caution. They come to the house all sparkles and sunshine and promises of outstanding work and regular staff. Unfortunately that is not the case in my parent's situation. After almost 5 months of constant staff changes with irregular times of attending, work not being completed (bed linen not being changed with clean sheet left either on the bed for my parents to do - or not done at all, floors not being cleaned property and shower recesses not being wiped). We finally put in a formal, open complaint to the Aged Care Quality and Safety Commission. We sent many emails to the Kincare customer care manager as well as photos and sms messages outlining the inadequate service being provided. They were very apologetic but at each of the next services we encountered the same problems. I think we put up with the incompetence for way too long and have now ended our agreement with this service provider (on the central coast).

Negative experience: Can you stop calling us cleaners it’s so disrespectful. We are cares that have qualifications certificate in aged care some have worked in nursing homes as well . We are there to help you stay in your homes. That provid surface cleaning cooking showering social care. We are there because we do care about you.

Fantastic experience: Joseph our case manager has been excellent. Very responsive, proactive and attention to details. He provided great support to our family. Very happy with his service!

Negative experience: The experience was stressful , disrespectful and an absolute disregard for personal boundaries and peace . I do not recommend. Managed poorly creating much anxiety without actions and words matching . Bombarded but too many different workers without any chance of building safety and trust . If there was a zero 0️⃣ d put that .

Fantastic experience: Kincare has been, not only thoroughly efficient in delivery & management of services, but I can honestly say that they are a delight to deal with. I have never been treated with such kindness, compassion, & respect as that shown me by all members of Kincare staff that I have encountered. They're a service delivery organisation but I feel as if I'm the one doing them a favour. Could not recommend highly enough. Thank you, Kincare!

Negative experience: I feel compelled to express my utter disappointment and disgust at the way Kincare treated my sister during our trying times, when we were going through immense stress due to our grandfather respite transition. When my sister enquired about an OT assessment for equipment, one of their staff members Tracy responded disrespectfully, accusing her of double-dipping into the funds, rather than providing useful information. This was not only baseless, but hurtful as well. Such behaviours, especially in a sector where empathy and support are critical, is unacceptable. It has only added to our distress during an already deeply challenging time. We are appalled by the conduct of Kincare and strongly urge potential customers to reconsider their options. I hope that no other family will have to experience what we have. From personal experience I would consider Pearl Home Care that's who my mum was with for many years, and they were absolutely amazing, also they have a 5 star rating. We had no issues with the transition, to respite and then permanent care due to her disability. Also, the staff still contact my mother as they had bonded during her care.

Fantastic experience: thank you all Girls for their help during this pass year look forward to seeing all again in 2025 they are wonderful Thank you

Negative experience: Extremely difficult to contact them, some of the supervisors are inter state so there is no supervision Long waits on the phone and it takes several days to answer an email All the cleaners have been problematic The last one only pretended to clean the floors and bathrooms and left after an hour but I had to pay for 2 hours Run! If you have a choice don't use them They are owned by a bank which explains their business model

Negative experience: Have been waiting for someone to answer there phone- have rung 4 times over the last few days and been kept on hold for over half an hour and then cut off. Today, on hold for an hour and still no answer. Will not be trying again, will find another service, one that actually provides a service. Terrible

Negative experience: Cleaners are good but I am never told precisely what time they will arrive just a four hour block of time which means I never know when they will arrive. Phone contact to resolve this problem does not work

Fantastic experience: Eunice Morgan and myself have been dealing with Courtney Newman customer care manager - greater Sydney (Blacktown and Central west) NSW. Courtney has gone above and beyond for mum and myself for all our needs. She has helped us every step of the way with all the things mum has needed and I have never once had a communication problem or never had our needs met. I would highly recommend Courtney Newman to anyone that needs a hard support worker she is very kind and considerate.

Fantastic experience: Kincare was looking after my mother for 2 and a half years before she entered aged care I found everyone there to be caring and thoughtful I can recommend them to anyone looking for home care services special thanks to Leeanne ,Sandra, Ruth ,Heather , amongst others thankyou for looking after her

Negative experience: Not happy! My husband’s service has been cancelled, AGAIN! I understand things can happen. But this is becoming a regular occurrence. We make this day, so all appointments are made around this service. Also not very regular communication with care managers. Occasional communication would be helpful. It is so disappointing.

Negative experience: I just want to say kincare need to address the time a person has to wait for someone to answer phone. I waited over an hour today and still didn’t get on. A lot of old people struggle with this and it needs to be addressed urgently

Negative experience: Can't seem to get workers to cover other people's clients when on holidays or sick, our parents/grandparents are the ones suffering due to their lack of communication and courtesy. Would highly recommend finding a different company for your loved ones.

Positive experience: I would judt like to thank Kin Care for thei lovley helpfull staff, eg Donna, Stef and Abby they are trully wonderfull

Fantastic experience: I was dubious at first but now am very glad we have used your services. The people you have sent to help me with our fortnightly shopping have been nothing short of amazing. Particularly Julie & Charmain. They are both very caring, helpful, give extremely good advice & nothing is too much trouble for them.

Fantastic experience: I have been using Kincare for domestic assistance for the last six months and am very happy. The people who come have all been very friendly and polite and do a very thorough job. I admit, at the start I felt embarrassed that I needed help to clean my house, but I was soon put at ease. I recommend this service.

Fantastic experience: Mitchell Quiney, Care Manager for my parents, went out of his way to provide excellent support for them and my family. Nothing was too much trouble, he was solution focused, showed great insight into the many challenges facing older people and was an outstanding communicator. He was always focused on what was best for my parents and never gave excuses. We are grateful to him for his kindness, his knowledge and a willingness to work with our family. Thank you Mitch.

Fantastic experience: My 91 Y/O father has been supported by Kincare for several years. Just wanted to shout out to Mitch Quiney at Coffs Harbour in particular who is our prime contact point. We have encountered a few changes and challenges recently and Mitch has been exceptional with his communication, timeliness and doing whatever possible to assist to achieve the best outcome for dad. He was able to push forward a recent issue that achieved a terrific result in a much shorter time than expected. Thank you Mitch, your support is greatly appreciated and it is a pleasure to deal with you.

Negative experience: Staff who come to the home are lovely and cannot be faulted. The care manager is slow to respond, which I think is because they are given too many cases to handle. Kincare make it difficult to spend money from your age care package. Wait time on the phone can be up to an hour. No one seems to have resposibility for following up queries. Have been waiting over months for a reimbursement. Maybe all aged care providers are like this.

Negative experience: totally agree , they do not answer their phones , one call went to message bank and there is a message on it to call a mobile number which I did and the owner of that mobile phone has not worked there for a couple of years .

Negative experience: WARNING! do not choose this provider they do not care n all they did was give my poor dad n i a heachache they dont deserve a 1 star either pfft

Negative experience: I am very disappointed with the service. They belittled me and my diagnosis of Alzheimer’s. They would not take any of my decisions as credible. They never paid my invoices until late. I would not recommend them to anybody. The only good thing about Kincare was there Cleaner.

Negative experience: very disappointing the care manger can never be contacted I can’t have the respite hours I need ,in the process of looking for another provider

Fantastic experience: Michelle S is marvellous So clearly we'll spoken We felt very supportive by her Thank you From Marvaso Family

Negative experience: We would not recommend this company to anyone, absolute joke! If they can't come they don't replace the person that was meant to come!

Negative experience: The cleaners we have that come to clean our place don’t do a 100% good job. They don’t even move the toaster or clean the sink if a cup is in the sink. We have had about 2 good workers out of 15 in the last 2 years. Very sad .

Negative experience: If I could give lower than 1 star I would. Would never trust this company They have been supposed to be providing ‘services’ to my grandmother for the last couples years. They dropped her as a client without informing us, had to find out from a hospital social worker, in her last hospital trip being ‘too high of a fall risk’ yet they are there to shower her… their employees walk her into the bathroom with her walker and then leave her in there, but she’s too much of a fall risk, or even better when their employees give her a ladder to use, but she is too much of a fall risk. Seems they are setting her up. They made a false report to council regarding our ‘vicious’ dog who is locked away from the workers. When the social worker at the hospital informed us Kincare are now refusing to provide services we were over the moon as we didn’t have to deal them any longer. Yet when we tried to change providers Kincare was refusing to release the package through my aged care. They were the ones who said they were refusing to service my grandmother and wouldn’t us to change providers. We had another provider ready to go and our former case manager at Kincare Karen blocked us. Advised us the new provider needed to speak to her to release the package. And once speaking to her all of a sudden the new provider now refused to take us on where they were willing to only the day before with knowing my grandmothers history. Kincare refused to provide services for my grandmother and yet refused and blocked us from obtaining a new provider. When we lodged a complaint with the aged care commission regarding Kincare all of a sudden we were provided a new case manager and decided they would start services again. Unfortunately this didn’t make things any better. We get multiple phone calls a week telling us to lock the dog outside. The dog is already locked away from the workers and the area they are required to be in. Just because the dog barks at the vacuum. They demand the dog be locked outside during storms. It’s funny how they can communicate for this matter yet when it be if their employees don’t even bother to show up for the scheduled service we receive no communication until the day after.

Negative experience: Sadly I would not recommend Kincare to anyone. They accepted to be a personal care provider for my sister in law through My Aged Care but did not follow through which put us several days behind in her care. After three phone calls, with long waiting times to be connected, there was still no follow up. Why accept to be a carer provider and not follow up???

Negative experience: In my experience over the past two years, all the workers who do the domestic assistance and personal care in your home are terrific. But these workers and those of us who need and pay for the services are often let down by the poor communication & coordination skills as well as lack of support & respect from senior staff who should know better. Two brilliant, capable domestic assistance workers who were helping me and others in the upper Blue Mountains over the past year have now resigned because of the way they were treated by Kincare. The schedulers, team leaders and others who have let them down should wake up to the fact that they themselves would not have a job without those who actually carry out the services in people's homes. Note added 2/2/23: Although the owner of Kincare wrote in response to my review (above) that I would be contacted by the Kincare NSW CHSP Manager, in fact she has NEVER contacted me.

Negative experience: Been trying to get through since Monday 21 November 2022 Then resorted to email- An acknowledgment received with assurance of you being in touch within 48 hours . 24 Nov 2022 today & it has not occurred . So attempted to call again on a number listed as 'if urgent ring ............... After a further lengthy wait an illegible voice answers on other end , who when I say 'can you repeat that please' , goes quiet then we are just hung up on or we were disconnected? Another email now sent & still trying to phone you again . Feeling very disappointed, that a simple call could be so problematic & wonder how clients' in urgent need' could possibly cope & or get help from your service .

Negative experience: Tried to call Kincare but after being on hold for 30 minutes, I hung up. They obviously don’t get paid a service fee for answering calls. It says a lot about a company.

Negative experience: The service has deteriorated badly in recent months. Different staff turn up a all different times. Some of these people have little experience of cleaning. To contact Kincare by phone is impossible. I was kept on hold for twenty five minutes before giving up

Negative experience: terrible sometimes do show up for duties, not on time and not helpful as my mum is 91yrs old

Negative experience: The actual girls that come out to help are lovely and so helpful but the office side of the business has Zero customer service. You can never get through when you ring and they rarely get back to you by email. I have no idea how they are even still in business!

Fantastic experience: My cleaner Sharon Rowe is wonderful. Nothing is too much trouble for her and the place absolutely gleams after her visit. It is an absolute pleasure to have her visit each week.

Fantastic experience: Really did not know how I was struggling till Cindy from Kincare came in to help with cleaning. I felt so grateful for her kindness and my house shone when she left. Thank you Kincare and Cindy.

Negative experience: Near impossible to get a phone call answered

Fantastic experience: Wonderful caring services from a talented and professional staff that you can trust.

Negative experience: I do not recommend Kincare. Impossible to get a call past the receptionist. Even after 9 calls and 3 emails cancelling Kincare services and asking for a final remittance, they still sent out a worker.

Negative experience: The WORST experience ever.

Fantastic experience: My family and I are very thankful for the support and care KinCare provided my mum at home. The office staff explained everything we needed to do to get services started and her Care Manager was helpful in creating a plan for mum. Her team of carers, visited her each day and made sure all mums needs were met. Thank you for doing a great job.

Negative experience: I highly suggest to not choose Kincare especially when your family member has been approved for a health care package. All kincare will do is take up that funding and in addition, will continously charge the client My experience has been stressful and infuriating with Kincare. My mother was approved for a health care package level 2 which is approximately $15k a year funded by the government towards a care provider to service my mother's daily needs such as respite. The program manager reassured us that we would not have to pay anything out of pocket if we were to undertake 2 hours of respite care once a week. It has not even been a year and already kincare has continuously sent us outstanding invoices worth over $2k. We were on a commonwealth package which only cost us under $1k a year out of pocket before. Kincare convinced us to take up the health care package and have them be allocated the $15k We have had to suspend my mother's services on hold because of these bills kincare keeps sending us. We also gave ample time (2 weeks) notification thay we would be away one week and to put services on hold however they messaged me us saying that the care worker was waiting at the door then still charging us for the day even though we already informed them to put the service on hold! This has caused my mother grief that she cannot continue her services due to Kincare billing us thousands of dollars I cannot fault the care workers as some of thr ones they send especially Yoshimi are fantastic with my mother but it is their admin office staff and their program and scheduling managers that are not listening to clients needs I have emailed and called numerous times to get clarification and have not received a response for months!

Negative experience: This company is NOT recommended. They have regularly NOT had staff turn up at arranged times - which has left the elder to miss things such as Specialist Dr appointments. Nor have they come for regular house cleaning and domestic help. The staff seem nice - but that's no good when there is a long history of management not arranging staffing properly - leaving the elder vulnerable.

Negative experience: First time care worker did not know how to make my bed the difference between a fitted sheet and mattress protector or how to changed a dooner cover and re washed my clean sheets . Had no gps In her car she did not know where my appointment was which I was late for and I had to give her directions which is stressful with a brain injury I’m in hills district there is a huge problem

Negative experience: Whilst fortunate to have one staff member for years who was excellent, things went Pear shaped and noticed cracks in their system, no transparency for accounting and at times non existent incompetent, and made charges on days of no service sending untrained incompetent staff as replacements, damaging property in the home who were untrustworthy, refuse to affliliate with care platforms like Mable and Careseekers, poor communication and poor follow up , they need to be investigated

Fantastic experience: I had Margaret today we had the best time. She was very caring and helpful. I also had Monica on Tuesday and we also had a great laugh. Nice to know one can have decent conversations with people one doesn't even know.

Fantastic experience: KinCare are a fantastic company and have been delivering beneficial services to my parents for several years now. The care they receive has certainly helped them maintain healthier as they age.

Fantastic experience: I have been a customer for the last 3 years and love my home care workers that come in each week to help me out. I’d be lost without them. I highly recommend these beautiful workers. I also attend social support group outings and it’s fabulous to catch up with others in my area. Last week we went to Bowral for the Tulip Festival and next week I’m going to Canberra for Floriade. We have lots of fun on the bus and have lots of laughs.

Fantastic experience: My wife & I have recently been making enquiries in regards to assisting us with home care. After numerous phone calls to various organisations I spoke with KinCare and the girl on the phone was so helpful in guiding us through the process of how to apply for home care. I cannot thank you enough for making this process so easy for us. We will be asking for KinCare to provide our services when we get our referral code.

Negative experience: The most horrible company. Gave me so much stress. They don't care about their clients.

Negative experience: They provide the worst service and they have no respect for their clients so ever .

Negative experience: Absolutely horrible company. If you want to keep your loved one alive, avoid going to this provider at all costs. They give carers so much stress. The office is in a huge mess with so many system issues, billing issues, staffing issues and no communication. Horrible.

Negative experience: Disgusting! Ridiculously poor treatment for the elderly. Cannot possibly arrive at agreed time frame, fails to provide medications even though they should. Never use this service for your parents or grandparents!

Negative experience: THIS COMPANY IS THE WORST IVE COME ACCROSS !! THEY DONT ANSWER EMAILS OR PHONE CALLS AND NEVER CALL BACK. BE AWARE THAT IF YOUR AUTHORIZED TO SPEAK ON BEHALF OF A LOVED ONE, THEY WILL WIPE YOU OFF THE RECORD WITHOUT EVEN CONTACTING YOU! !! I WILL BE TAKING THIS FURTHER HOPE YOU GET SHUT DOWN FOR THE MISERY YOU'VE CAUSED MY FAMILY.!!