We are extremely saddened and disappointed to read this review. We have spoken to the client's family and expressed our sincere apologies. We do not believe that this experience is reflective of our usual excellent service where high quality and compassionate care is delivered as noted in our recent CQC Report. We have reiterated to the branch team our expectation of professionalism at all times. <br>We are an organisation which prides itself on integrity and transparency and we believe it is of the utmost importance to accept and learn from times when we should have done much better.<br> <br>We send our very best wishes to both the reviewer and her mother.