Dear Nicola, <br>We are very sorry you were not happy with the service you received. We can only apologise for any inconvenience caused, however we would never want to send staff experiencing Covid symptoms to anyone who uses our service. In regards to changing the times of appointments, we worked extremely hard to work to your requirements and changed the times based on your preferences, in some cases with as little as 24 hours notice, as we always aim to be flexible. I am unaware of any changes to times that were not requested by yourself. We tried several times to call and email you to try and resolve the above issue, however you refused to speak with us and hung up the phone. Our care team and management team have worked relentlessly throughout the pandemic and have supported yourself and many other families during this time. It’s a shame you are unsatisfied and we would have loved to have offered a solution had you given us the opportunity. We wish you all the best for the future.