Thank you for your review. We're pleased that you find our care standards good and that the continuity of staff has improved compared to your previous agency. We regret the challenges you've faced with care and communication tools. We understand the importance of your mum feeling comfortable with her care team. Thank you for acknowledging staffing difficulties, especially during the holiday period. We appreciate your patience as we address the issue with the carer not well-matched to your mum. Regarding communication, Openpass is an additional tool for real-time care notes, with messages screened by the Care Manager before being shared. We aim to respond to Openpass messages the same working day or the next day if out of hours. For more info please ask. As a family-run business, we keep fees competitive while ensuring our carers receive a Real Living Wage. We are committed to improving and would love for you to re-review us once you see the changes.