Thank you for sharing your experience. We're glad to hear our services help you maintain your independence and that you find our staff mostly kind and considerate. We sincerely apologise for the one occasion where we did not meet your expectations. Once we became aware of the issue, we acted promptly to ensure our carers are fully equipped to meet the needs of every individual we support. Your comfort, dignity and trust are extremely important to us and your feedback helps us improve. Please don't hesitate to reach out to our management team if you have any further concerns - we're always here to help. Thank you for allowing us to be part of your care journey.