Thank you for your comments. We totally agree nothing perfectly runs all the time; however, it is extremely important, for us to deliver person-centred and high-quality care, that we work closely, and consistently, with our service user(s) and their families to address any issues that arise, quickly and effectively, and adapt accordingly to prevent any re-occurrence. <br><br>To maintain our ISO 9001:2015 Quality Management System, and certification, it is extremely important that we welcome, and learn from, feedback with regular reviews of our processes to ensure we continuously improve the services and care we deliver.<br><br>It is a continued pleasure to look after your Father-in-Law.