Avoid
Harrison's was selected for our intensive care package as they claimed they could complete tasks more efficiently and at significantly lower costs in comparison to our existing case manager. Despite a detailed handover and weeks of introduction for Harrison's case manager, instructions and processes continued to be ignored, emails and phone calls remained often unanswered and even emergencies during the current pandemic were completely overlooked. We felt left alone and rather than increased efficiency and cost savings, we ended up handling all tasks previously managed by case management ourselves - and most damaging at much higher monthly case management costs than before.
Raising our concerns with Harrison's associate case manager was ignored, a formal complaint to Harrison's leadership team was trivialised and rejected despite detailed evidence of significant errors made by their employee(s) allocated to our care package.
When we terminated the contract with Harrison's, only weeks after the handover and significant damage and disruption to our care package, the given associate case manager tried to retaliate our decision by sharing a damaging case management report, alienating members of our care team and subsequently refusing to correct any false or incorrect statements made.
2 months forward, we have been able to appoint our 'old' or previous case manager again and managed to stabilise the care package after weeks of work. The experience with Harrison Associates was awful and caused significant stress and avoidable additional work and costs to our intensive care package and all individuals involved.
Two learnings we took away from the terrible struggle caused by Harrison's: never change case management for any other reason than underperformance and certainly do not appoint Harrison Associates.
This matter has now been escalated with all relevant regulating bodies.