Dear Linda, thank you for your feedback. We take every negative feedback very seriously and immediately investigate to establish the cause. As a company, we would always seek to undertake an initial assessment prior to commencing a new service. However, this is not always possible as in some situations and circumstances we work closely with councils and families and depending on the urgent nature of the need for the service, some new clients services can be started before completing a detailed initial assessment within reasonable time frame. So it is not unusual for a new service to commence before an assessment is completed at a later time. In all such cases, we would have already been given sufficient information (as was the case of your mum) that will enable us to deliver safe care to the clients.