Thank you for the constructive feedback, we do acknowledge that sometimes we do get it wrong. Wherever reasonably practical to do so, the office or on-call do try to ring the clients if there is a change of time to their visit, however, we work with a 30-minute window buffer to allow for traffic holdups, staff being held up at a previous call etc.  This 30-minute window allows a little bit of flexibility in the arrival time of the visit, however, if after 30 mins the staff member has not arrived, then please ring the office to inform them and they will be able to look into why they could be late.  In our experience, we have found that staff normally do arrive within that 30-minute window, it's there for if they need it.