I was very pleased to see our client was satisfied with the overall standard of care given, and they thought our staff were excellent. We all work towards delivering an excellent service.<br>It was disappointing however to see that our client was not satisfied with the timings of the carer's visits.<br>We endeavour to arrive as near as we possibly can to a given time, and work in geographical areas to enable us to do this. Unfortunately, this is not always possible due to going from point A - B, which depending on where our clients are located may mean negotiating town traffic. <br>Our operational times run from 7am - last call 21.00pm, no staff work after the latest visit time.<br>We have a complaints process that all clients are aware of, and there is information held within every client's file, should they which to complain about any aspect of the service.<br>If a Complaint is received, this is acknowledged Investigated and responded to.<br>Although as a Manager I would like to think that we provide an excellent service, it would be unrealistic of me to think that things go to plan all of the time. <br>Receiving a Complaint is as I say very disappointing, but it is our opportunity to review our systems and the way we do things and try our best to make improvements in the future.