I wanted to wait a few weeks since my father's pas...

I wanted to wait a few weeks since my father's passing in order to provide a more objective and less emotional review of Trustbridge - who provided in-home hospice care. Even with the benefit of that time and distance, I am still shocked - and in some ways traumatized - by the inconsistent, unreliable, and poorly coordinated support that I and my father received during the week between his release from a hospital and his final passing.
When we first met with Trustbridge representatives at JFK, we received conflicting information from the two representatives. The more senior of the two did a better job of setting our expectations, but they were still set much higher than the level of service that we received. Despite my telling them that I needed a day to talk with other family members about the decision, they tried to get my father to sign paperwork in my absence. Once we finally signed all the paperwork, the transfer process and delivery of equipment was smooth and on schedule.
But that's where things went off the rails. I regularly experienced significant wait times when I called, service started on a Sunday and nobody thought to mention that they didn't deliver on Sundays and Mondays, nurses were stretched super thin (we did receive excellent care from one nurse whose name I can't recall - she was the exception), when I needed crisis care there were no nurses available, after being told that one wouldn't show up until the next morning he unexpectedly showed up at 1:30 am. In the final hours I needed more comfort meds but the wrong meds were delivered. After his passing, I repeatedly had to correct the crisis nurse who kept giving incorrect info to the funeral home staff (apparently his eyesight was getting worse but he didn't think to get glasses).

Questions I wish I had asked at the start:
What is the average wait time when I call? (expect 5-14 mins)
Are there any days Trustbridge doesn't deliver supplies? (Sunday, Monday)
Is it possible a nurse won't be able to make it because they're stretched very thin? (plan on it)
Will Trustbridge staff fall asleep on the job? (it happened)

I completely understand that COVID has devastated and depleted the healthcare profession. What I found unforgivable was Trustbridge not being honest and transparent in setting my expectations.