Thank you for your positive comments in relation to our staff being friendly and cheerful, as an organisation we pride ourselves on the calibre, commitment, experience and continuous training of our staff, which enables them to be able to deliver person centred care to each individual. We are disappointed that you feel the management is weak, as you have members of the management team including myself (Registered Manager) and our Care Supervisors visit to complete care visits and discuss your care package with yourself and your wife. Regarding being made aware of visit times, we use an electronic care planning system which was discussed at pre-assessment, where all relatives and service users are able, should they wish, to access the system to view their care notes and visit times. This was offered to you and your daughter, however our Care Co-ordinator has not received a request from you to access this. If you wish to access the system, please contact the office.