Emma, Firstly, I'm sorry for the passing of your Nan. I apologise that the experience of care felt less than stellar.  I have gone back to my correspondence  with you Emma and I emailed  you on 8/1/2021 when you expressed your concerns. Kindly remember this was the period of time care providers were immensely under pressure during Covid-19  pandemic and we had to use all staff we had to ensure continuity of care. We as a company always take serious the requests on preferences as much as possible and on this occasion this could have been exacerbated by the pandemic situation, however thank you for your review as we are a care provider always seeking improvement in how we care for others and we shall continue to seek improvement and give families improved outcomes.