We sincerely apologize for the significant communication issues you experienced during the start of your mother's care. We recognize that beginning this package on a weekend, while our office team was participating in a major charity event led to an unacceptable level of support and coordination that fell short of our standards. We are implementing immediate changes to our weekend procedures to ensure office support and carer communication are seamless, regardless of the day. We wish your mother well in her new care setting.