Thank you for your comments on the service delivery for your sister. Ethicare takes complaints seriously and endeavours to work closely with service users and their families whose needs are at the heart of the service. Having looked at your comments there are some points we need to clarify. Firstly, your sister's care package started with Ethicare 6 months ago. We have tried to retain consistency of care workers, looking at records to meet your expectations. In a 6-month period there has been two changes in your sister's package of care which resulted in more care workers being allocated. From the start of your sister's care package in July 2024 till the end of November 2024 she had 125 visits and 80 of those care visits were completed by only 2 regular care workers. The increase of carers was due to more visits and shorter length of time allocated. Regarding food hygiene we advocate family involvement and support in providing the right ingredients and guidance for food preparation in the allocated time during care delivery that meets specific dietary requirements. We have to be mindful that care workers support to empower service users and ensure we promote independence, choice and proper nutrition. Unfortunately care workers are not chefs and can only encourage healthy eating in service users’ best interest, but the last and final say is with the service user.