Client Experiences
What Families
Tell Us
The most honest account of how we work comes from the families we have served. Here is what they shared — in their own words.
Back to HomeFamilies supported
Average satisfaction score
Years of experience
Family-reported satisfaction
From the Families We Serve
Each review reflects a real arrangement — different circumstances, different services, but a consistent experience of care that takes families seriously.
Lin Mei-Ling
Zhonghe District · Housekeeping
My mother lives alone in Zhonghe and was finding it harder to keep the apartment in order. We started with bi-weekly housekeeping visits, and the difference was noticeable within the first month — not just in how the home looked, but in how much calmer she seemed. The caregiver they sent is patient and quiet, which suits my mother's temperament very well. We have had the same person for almost a year now, which matters more than I expected it would.
February 2026
Chang Wei-Hsuan
Yonghe District · Residential Package
We moved our father into a live-in arrangement after he had a fall last autumn. The intake process took a full week — they asked detailed questions about his habits, what makes him anxious, which topics he likes to talk about. That level of attention seemed unusual at first, but the placement has been stable and positive ever since. The backup caregiver on rest days is also consistent, which was something we were worried about beforehand.
January 2026
Huang Yu-Ting
Banqiao District · Outdoor Activity
My grandmother had become quite reluctant to go outside after the pandemic — she said she felt unsteady and didn't want to worry us. The outdoor activity service has helped a lot. Three mornings a week, she and the caregiver walk to the park near the temple. It took about six weeks for her to start looking forward to it, but now she mentions it on days when there is no visit. The caregiver has been thoughtful about not pushing her beyond what she's comfortable with.
January 2026
Wu Chun-Hua
Xindian District · Residential Package
My siblings and I live overseas, so having a reliable care arrangement for our mother in New Taipei was a real concern. The communication from Novasen has been good — the family liaison sends regular notes and there were no surprises. The quarterly review we did over video was useful. We were able to raise a few small adjustments and they were handled within the week. It is not a perfect situation — care from a distance never is — but we feel well-informed and that matters a great deal.
February 2026
Shen Chia-Ying
Yonghe District · Housekeeping
We chose the housekeeping service initially because my father was resistant to the idea of having someone in the home for care. A cleaning visit felt less intrusive to him. Over a few months, he warmed up considerably to the caregiver, and we have since expanded to include outdoor walks twice a week. The transition was handled well — Novasen suggested it, explained how it worked, and let us decide at our own pace. That approach suited us.
December 2025
Tang Jing-Ping
Tucheng District · Outdoor Activity
My uncle has moderate mobility limitations and had become quite isolated over the past two years. The caregiver from Novasen takes him to the community garden on Tuesday and Friday mornings and once a month to visit the temple nearby. He has talked about these outings more than anything else since we arranged them. What strikes me is how little it feels like a "service" — the caregiver just accompanies him like a friend would, at whatever pace he needs.
January 2026
A Closer Look at Three Families
These case studies describe how care arrangements were established and what changed as a result. Details have been shared with the families' knowledge and agreement.
From Reluctant Acceptance to Settled Routine
Service: Housekeeping → Residential Package · Duration: 14 months
The situation
An 81-year-old man living alone in Yonghe. His adult children were working full-time and worried about daily upkeep and his increasing difficulty preparing meals. He was resistant to having a caregiver in the home and was not comfortable discussing care needs directly.
The approach
Novasen recommended starting with twice-weekly housekeeping visits — a lower-key entry point that did not feel like personal care. The caregiver selected had a quiet, steady manner suited to someone who needed time to warm up. Over four months, the visits became routine and the relationship developed naturally.
What changed
After six months the family asked about expanding to a full residential arrangement. The same caregiver transitioned to a live-in role, which made the change far less disruptive. Eight months into the residential placement, the family reported that their father's daily routine had stabilised and his food intake had improved measurably.
Rebuilding Confidence Outdoors After Injury
Service: Guided Outdoor Activity · Duration: 9 months ongoing
The situation
A 74-year-old woman in Banqiao had fractured her wrist in a fall eighteen months prior and had significantly reduced her time outside since then. Her daughter described her as increasingly anxious about balance and movement, and spending most days at home despite otherwise good health.
The approach
Sessions began with short walks within the apartment complex before progressing to the park two blocks away. The caregiver was selected partly for her background in post-rehabilitation accompaniment. Outings were never pushed beyond the woman's stated comfort level, and the pace was adjusted week by week based on how she felt.
What changed
By the third month, she was walking to the park and sitting for 30–40 minutes before returning. By month six, she had asked about visiting the nearby temple market on weekends. Her daughter noted that she seemed "like herself again" — more talkative, more interested in plans. The sessions continue three mornings per week.
Supporting a Family Coordinating Care from Abroad
Service: Residential Package · Duration: 11 months
The situation
Three adult siblings living in Canada and Singapore needed a reliable live-in arrangement for their 86-year-old mother in Xindian. Previous attempts through informal channels had resulted in inconsistent cover and difficulty keeping the family informed about what was happening day-to-day.
The approach
Novasen conducted the intake meeting via video conference with two of the siblings and in person with the mother. A primary caregiver with Mandarin and Hokkien language capabilities was selected. The family liaison was assigned to send brief weekly summaries and the quarterly review was held over video call.
What changed
The family described the arrangement as the first time they had felt properly informed since their mother's needs had increased. At the six-month review, they asked for a small adjustment to the daily meal schedule, which was implemented within days. The placement continues, with the family describing themselves as "considerably less anxious" about their mother's situation.
Professional Standing
2024 Social Services Recognition
New Taipei City · Community Care
Taiwan Home Care Association
Practitioner member in good standing
Background-Verified Caregivers
100% of placements
Structured Intake Process
Every placement, without exception
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