Touching Hearts at Home - Brookfield in New Berlin, WI

Pros

• Touching Hearts is incredibly caring, patient, and supportive, delivering care beyond expectations.
• The team consistently treats clients with dignity and respect.
• Families feel like Touching Hearts becomes part of their family due to warm, compassionate caregivers.
• The administration and caregivers respond promptly, 24/7, with a servant’s heart.
• Caregivers are carefully matched to clients, resulting in meaningful, lasting relationships.
• Touching Hearts is professional, reliable, and committed to excellent communication.
• Families consider Touching Hearts a blessing or godsend during difficult times.
• The organization goes above and beyond to assist with transitions, hospice, memory care, and long-term care logistics.
• Employees report a positive, supportive work environment and feel valued.

Cons

• The reviewer described the caregiver as clueless about taking their parents to appointments and errands, and felt the priorities weren’t straight.
• They noted there were no benefits for full-time staff despite a full-time HR on staff.
• They had to try four different caregivers before finding a permanent fit.
• They decided not to proceed with Touching Hearts because of the long-term commitment contract.
• They described at least one caregiver as not easy to get along with.

Review

Touching Hearts at Home in Brookfield is best suited for families seeking deeply personalized, in-home care that prioritizes strong caregiver-client relationships, continuity, and flexible support across dementia, rehab, and hospice-adjacent needs. The reviews consistently show a home-first approach with caregivers who stay connected to the family, help with daily living tasks, and participate in memory-care routines without forcing a move to a facility. For families wanting to keep a loved one at home as long as possible, and who value matching a caregiver to personality and needs, this agency stands out. It thrives when there is a clear sense of what daily life should look like, aided by administrative teams that coordinate schedules, documentation, and ongoing education for caregivers. In short, it’s a practical fit for households that want a trusted, person-centered partner to navigate aging at home, with a stress-tested network of providers behind the scenes.

Those who may want to consider alternatives are those seeking a more predictable, facility-based environment with guaranteed 24/7 medical oversight or a single, fixed caregiver on duty around the clock. While Touching Hearts does offer substantial 24/7 support and can arrange live-in arrangements, several reviews note the reality of caregiver turnover and substitutions during longer stretches, which can disrupt routines. For families with high-acuity medical needs that require constant, on-site nursing or intensive supervision in a centralized setting, a traditional skilled-nursing facility or a larger, hospital-backed home-health organization might deliver more standardized coverage. People who prefer to avoid any caregiver changes at all times or who want a guaranteed, fixed roster of staff may prefer a different model.

The advantages center on extraordinary caregiver matching, visible compassion, and responsive administration. The strongest recurring theme is that caregivers are not merely competent; they are patient, respectful, and genuinely connected to clients’ lives. Families report that coordinators and office staff, including leadership, respond quickly to questions, and they frequently describe the team as “like family” when coordinating care around changing needs. The ability to tailor schedules and find caregivers who align with a loved one’s routines, whether it’s assisting with physical therapy at home, helping with meals, or providing companionship, creates a meaningful difference in daily quality of life. The organization’s capacity to help families navigate insurance and long-term-care-policy processes, then bring in appropriate aides and monitors, reduces administrative burden at a vulnerable time and strengthens overall care continuity.

Yet a few reviewers flag practical concerns that require proactive management. Instances of having to test multiple caregivers before finding a long-term match can momentarily unsettle a routine, and at times, a caregiver’s scope may not perfectly align with expectations (for example, errands or transportation). These drawbacks are not systemic failures so much as realities of a personalized home-care model. What offsets them is the agency’s demonstrated willingness to adjust quickly, provide back-ups, and maintain open channels of communication. The same reviewers consistently highlight prompt responses, regular updates, and a culture that treats clients and families with respect. The takeaway is clear: the system works best when families articulate precise preferences upfront and leverage Touching Hearts’ strong matchmaking and contingency planning.

Operational strength emerges as another clear pro. The reviews repeatedly celebrate easy onboarding, thorough caregiver training, and ongoing staff development. Caregivers report strong support from office teams, competitive pay, and a culture that values long-tenure and loyalty, factors that translate into more dependable care over time. The Brookfield location also earns praise for thoughtful coordination with family members who live out of state, which matters enormously for planning and accountability. For families balancing work, travel, and caregiving responsibilities, this level of organizational health, paired with the emotional resonance of the caregivers, creates a sustainable model that many other agencies struggle to replicate.

For decision-making, this advisor frames Touching Hearts at Home Brookfield as a prudent choice for households prioritizing personalization, caregiver compatibility, and hands-on administration that lowers overall caregiving friction. It is less ideal for those who must have an unwavering, single primary caregiver around the clock or who demand the predictability of a facility’s on-site medical team. The practical path forward is to request a formal care plan that names a primary caregiver, outlines back-up arrangements, and sets up a trial period with explicit milestones. Families should also verify coverage details for 24/7 arrangements, confirm billing and insurance handling, and insist on clear, frequent communication from a designated care manager. With those guardrails, Touching Hearts at Home Brookfield delivers a robust, compassionate framework for aging in place that many families will find indispensable.

This section of New Berlin, Wisconsin offers a variety of amenities and conveniences that would make it a comfortable and convenient place for senior living. With multiple restaurants nearby, including options for frozen custard and barbecue, residents can enjoy a variety of dining options. The area also features several pharmacies and physicians' offices within a short distance, providing easy access to medical care. Additionally, there are parks and theaters nearby for recreational activities, as well as cafes for socializing or enjoying a cup of coffee. For those seeking spiritual fulfillment, there are places of worship in the vicinity. In case of emergencies or medical needs, hospitals are located within a reasonable driving distance. Overall, this part of New Berlin offers a well-rounded community with various services and facilities to cater to the needs of seniors looking for a comfortable living environment.

Restaurants

• Kopp's Frozen Custard Stand (0.2 miles)
• Mission BBQ (0.4 miles)
• Cafe Hollander (0.8 miles)
• Portillo's (0.8 miles)
• Oscar's Frozen Custard (1.4 miles)
• Meiji Cuisine (1.5 miles)
• McDonald's (1.5 miles)

Theaters

• Silverspot Cinema - The Corners of Brookfield (0.7 miles)
• Ridge Cinema New Berlin, Wi (6.2 miles)

Pharmacies

• Metro Market Pharmacy (0.9 miles)
• CVS Pharmacy (1.1 miles)
• Walgreens (1.5 miles)
• Walgreens (2.1 miles)
• Walgreens (2.2 miles)
• Walgreens (2.3 miles)
• Pick 'n Save Pharmacy (2.6 miles)

Physicians

• West Suburban Center For Arthritis (1 miles)
• Wheaton Franciscan Medical Group (1.8 miles)
• Drs. Roy and Associates (4 miles)
• ProHealth Care Building (4.3 miles)
• New Berlin Family Practice Clinic (4.3 miles)
• Aurora Advanced Healthcare (4.4 miles)
• Prohealth Care Medical Centers (4.5 miles)

Parks

• Dousman Stage Coach Inn Museum (2.2 miles)
• Fox Brook Park (3 miles)
• The Big Backyard (3.3 miles)
• Elm Grove Village Park (3.5 miles)
• Wagner Park (4.4 miles)
• Greenfield Park (4.5 miles)
• Waukesha Parks Rec & Forestry (4.5 miles)

Cafes

• Starbucks (3.9 miles)
• Mama D's Coffee (4 miles)
• Starbucks (4.8 miles)
• Starbucks (5.3 miles)
• Panera Bread (5.7 miles)
• Panera Bread (6.3 miles)

Places of Worship

• First Congregational Church (4.3 miles)

Hospitals

• Waukesha Memorial Hospital (5 miles)
• Rogers Memorial Hospital (5.4 miles)