We are aware that this customer prefers more mature carers to support her at home. Despite a significant number of cancelled calls, we are proud of the consistency of care we have been able to deliver to this customer. There are 3 carers who regularly assist her, with another carer filling in only when these regular carers are off duty/on holiday. We believe that a compassionate and empathetic approach to caring, rather than age, is a key driver in delivering the first class care all of our customers deserve.