Dear Cheryl, Thank you  for taking the time to leave us your feedback. We appreciate reviews received from our client and their relatives,  this has helped us to improve our service delivery effectively and efficiently. However, with regards to the issue of the on call management rating raised, this concern was addressed during a review held on 25th February 2025, which you attended. The issue was related to the oncall service during the onboarding process of Mr KM. We believe the manager oncall was attending to other incident when you called.  We apologise again if the service on this particular day is below your expectation.  You will agree with me that there has been a significant improvement in our oncall service, and I'm happy to hear  that you are confidence and satisfy with the care and support provided to your Father, we will continue to strive for excellence