Good afternoon,<br><br>We are very sorry you have had this experience and apologise for this.<br><br>Your family member was on a Discharge to Assess package which is a temporary 14 day package of care until a social worker sources a permanent package of care.  Unfortunately, this type of package does not have guaranteed time allocations and call times can be erratic.  This is an emergency service to enable a fast discharge from hospital and this information should be communicated by the hospital discharge team.  We apologise that you were not informed of the terms and conditions which apply to a discharge to assess package of care.<br><br>Our registered manager did have a conversation face to face with yourself and gave a full explanation of how this service works, and apologised that you were not made aware by the hospital team prior to discharge.  Please be aware we have reported this issue to the local authority and the hospital discharge team so that in future, clients will be informed.