Hi Janice, can I just say I am sorry that you feel this way, and I am shocked by your review. You have not informed us of these concerns nor anybody else, for this to be investigated. We have cared for your relative for 19 weeks, we have received no formal complaints from you around care and treatment your relative received, nor did you request an alternative care provider. We held conversations on the phone about any concerns you had, and we felt these were resolved at that time with you. We tailor our care to suit the needs and choices of every patient. We support families and understand how difficult these times are. Our patient experience of care is exceptional via our collected patient feedback which evidence this. I would like to ask if you would consider, calling myself Lauren Booth- Service Manager, as we do not feel that this review is true representation of the quality care your relative received for 19 weeks from us.