We are greatly appreciative of this lady's comments about her mother's care. This is a client whose care needs were small for a long time but grew rapidly in a short space of time. Our registered manager helps with some of the calls and knows all the family well and at times, we have tried to go "above and beyond" to help. The customer concerned has various healthcare professionals to her house and we have spent much office time helping these people. Our service is not always just the "care call" we can do a lot of office work behind the scenes which is not charged for. We also modify our service when the family go on holiday to reflect extra duties.