Dear Caroline, We appreciate your concern and are disappointed by your recent review. The incident you mentioned was thoroughly investigated in 2022, and the outcome was reviewed and agreed upon by all parties involved, including the CQC and Safeguarding team, who found no systemic issues. We addressed your concerns through a comprehensive complaints process, multiple meetings with our team, and a visit from the Managing Director. At no point were you discouraged from raising concerns, and despite your expressed dissatisfaction, we continued to provide care for your father to ensure his well-being and continuity of care. We understand the importance of continuity and are grateful you chose to maintain our services for your father until his passing in January 2024. We remained dedicated to his care, supporting him to die peacefully at home with his carers. We regret that you have overlooked our efforts and commitment to providing him with safe and consistent care throughout this time.