Thank you for highlighting your concerns Simon. We have investigated all points raised, please see below outcome to our investigation: <br><br>We apologise that no one returned your calls we have checked your mother's file and see you have called the office on three different occasions. All three calls were returned by myself or my deputy manager. However, if you have called outside these three different occasions then I sincerely apologise and have spoken to all my office staff on the importance of communication. We will provide you with a direct line to call rather than calling the office. <br><br>The porch door has been highlighted previously, we have contacted all carers who attend to your mother to not access the rear door to use the bins and to dispose of everything in the kitchen bin as per your instructions. <br><br> In regards to the kitchen bowl, we have discussed this matter with the carers in question. They have advised us you were present at the call and no bowl was available for them to use to complete their assigned duties. Therefore to complete their job role, they used the kitchen bowl. I understand you found the bowl and it was misplaced. <br><br>Due to the bad weather, we have checked with the deputy manager who was on call and we were advised to cancel the calls. However, if this is incorrect then we sincerely apologise as you can imagine many calls were cancelled over that period and it was an error due to having two service users who share the same name. To ensure this matter does not arise again, we have put a contingency plan in place.<br><br>In regards to point 6 and 7 raised, we have conducted a one to one meeting will all carers who attend to your mother. I understand the deputy manager came out to see you and since then we have made some changes to suit your mother's needs. We have changed the evening staff, retrained them on communication and reporting issues, the importance of cleanliness and hygiene when emptying the commode.<br><br>Furthermore, we will be conducting a number of spot checks along with a review with yourselves to ensure you are happy with the level and standard of care delivered. I would like to take this opportunity again to apologise for any inconvenience or discomfort we have caused and look forward to working together in the future.