Firstly, we're truly sorry to hear about the distressing issues you and your wife have been facing. While we're glad to hear you find our carers friendly and caring, We take this very seriously. We completely agree that timely visits, proper hygiene care, and clear communication are essential for your wife's comfort and well being.We will urgently look into why calls are running late and why you are no longer receiving updates when there are delays. We will also remind all carers of the importance of changing bedding when needed and ensuring your wife is thoroughly dried to prevent any discomfort or sores. Your trust in us means a lot, and we want to make sure your wife gets the dignified and compassionate care she deserves.Thank you again for bringing this to our attention - we truly appreciate your honesty and patience.