Our aim is to provide the best possible care to those we support. From inception of mum’s care package, we raised with you that 24hr care would have been more suitable given mum’s condition, this was something you did not wish to proceed with. During the unprecedented pandemic the impact of guidelines along with a national staffing crisis due to Covid -19 at various times meant the same team could not always be provided, nor could the precise times requested for the visits, this was explained fully at the outset. The CQC guidance to services considering the impact of the pandemic was to risk rate clients based on needs and where required, call times would have to be reduced to essential tasks only. We have no record of any formal complaints made by you and all clients were informed of any changes. All our staff are fully trained to provide Alzheimer’s care. Once again, we are very sorry that you feel the experience did not meet your expectations.