As a Care Provider, we are extremely saddened by the content of this review as we aim to provide the highest level of care to the people we support. There is always a wider picture to every situation and the information recorded on our systems clearly evidences the actions taken by our carers to try and meet the care and support needs of this gentleman and the challenges that our carers faced when he was agitated. Our staff are trained in de-escalation techniques, as part of promoting person centred care, as it prioritises the carers understanding and responses to the gentleman's specific needs and communication styles to defuse certain situations. There were several conversations between the Office-based staff and the family regarding the care and support needs of the gentleman due to the challenges that the carers were facing when trying to meet his needs. It is unfortunate that the family didn't feel they could follow our Company's complaints procedure to resolve any issues.