I am very familiar with the client and have been and continue to be proud of the service the carers provide. Indeed, they provide much more to her than a service and the compassion and love for her is clear for all to see. I acknowledge that you have given the management team ( of which I am part of), a low score and I am saddened by this but accept your reasons as to why. I know you would have liked more involvement and communication in some of the most recent matters but unfortunately, there are just some things that we are prohibited from discussing with anyone but immediate family. I do take on board your points though and will try and learn from them in the future.