Dear Reviewer, Thank you for your feedback. We sincerely apologise for the concerns raised. At Shona Care, we strive to maintain professionalism and empathy in every interaction. We are sorry to hear that you felt the staff were rude and that your complaint wasn't handled as expected. We take all complaints seriously and are reviewing our communication protocols to ensure this does not happen again. We were also concerned about the comment made regarding people from that part of the world. We do not tolerate such remarks and believe in treating everyone with respect. We have addressed this issue directly and reaffirmed our commitment to inclusion and professionalism. We remain dedicated to providing your mother with the best care possible and would be happy to discuss this matter further to ensure we are meeting her needs. Kind regards