We are sorry that you feel that we didn't look after your father well, just to clarify we have no evidence of missed calls, all our staff are trained. We offer blended training which includes classroom-based training and e-learning. We also communicated with you and dealt with any concerns raised immediately. Your father started to build a strong rapport with a number of our care workers that attended the calls and we accommodated your requests to change care workers, sometimes at very short notice. We have other citizens we look after who are very happy with the service we provide to them. We have also been awarded the care provider of 2021 for the Birmingham region.