Thank you for taking the time to complete a review, we take all feedback very seriously (both positive and negative), in order to assist us in making further improvements within our services in the future.  We are glad that you find the service you receive, overall, satisfactory.  However we have taken on board the comments you make in relation to admin, call time changes and protocols and have looked into these accordingly.  We have checked calls over a 4 week period in November and found that 8 out of 56 calls, throughout the time period checked, suffered time changes of 30 minutes or less, in line with the required protocol and these were communicated via a service user visit sheet as has been agreed in the past as the best way of communicating any unavoidable changes to your call times. <br>Please rest assured we always try to ensure our service users have regular care workers attending their calls to support continuity of care and are sorry, that from time to time, due to unforeseen circumstances, we have to send someone who hasn't attended your visits before (we can see that this has happened 3 times out of the 56 calls that we checked), we do apologise for any inconvenience this may have caused and will get in touch soon to review your personal care plan and check if there are any more details we can include which may help if this happens again in the future. We'd also like to reassure you that any complaints are addressed at the time they are reported to us and any issues dealt with accordingly at the time any complaint is made.  <br>Please do feel welcome to get in touch with our local office on the usual number if there is anything else you would like to discuss, we will do our very best to try and help resolve any issues you may have.  Thanks again for taking the time to let us have your comments, we really appreciate all feedback received.  Thank you.