Thank you for taking the time to bring your experience to our attention. The ethos of the organisation is to respect the wishes and feelings of each individual with a person-centred approach.  Your friend has capacity to make decisions surrounding his care delivery to include refusal of care tasks and asking carers to leave before the allocated time slot expired. We are very proud of our multicultural care team, who speak many different languages. I can confirm that all the team share a common characteristic, English is their first spoken language. Most organisations work fully electronically now to ensure client information is protected and this remains at the forefront of all sectors not just care. During the 10 days we delivered care, the decision made to stop the care was not our clients as was discussed with professionals involved. Your friend provided positive feedback and therefore the care continued. We are very sorry that you feel the experience did not meet your expectations.