Thank you for taking the time to share your concerns with us. We sincerely apologise for the inconvenience you've experienced with communication and delays. This is certainly not the level of service we aim to provide. We appreciate you giving us notice when cancelling sessions, and it's clear we need to improve how this information is passed on to our carers. We also understand how frustrating it is to be left waiting, especially for essential care like your morning shower. Please be assured that we take your feedback seriously and will review our processes to ensure better communication and punctuality in the future.