We take all feedback seriously and are sorry to read your review. In the 2 years we cared for your Nanna, we felt we had a positive and close relationship with her. We strived to find the balance between meeting families wishes whilst also respecting your Nanna’s wishes. At reviews positive feedback was always recorded. Our Care Plan did not involve a “treatment plan” or the routine administration of medication. Your Nanna’s medication was removed from the Pharmacy packaging by family and placed into an unlabelled container. Therefore, in line with NICE guidelines, we cannot “encourage” anyone to take unidentifiable tablets. We haven’t had a complaint from your family but cooperated with responding to a letter that was sent to Social Services. They reviewed our evidence and stated our “response is comprehensive”. We hoped this would give some closure and understanding into your Nanna’s wishes and how we strived to deliver person centred care. We once again offer our deepest sympathy for your loss.