We are extremely disappointed to receive such a review from this individual.<br>We have worked closely with both CQC and our Local Authority to find the best way to satisfy this service user's needs, but ultimately due to the very specific profile of carer required we felt it was not possible for us to continue delivering care and the package was terminated.<br>It is downright slanderous to claim our carers ever refused to provide personal care. Their job is to promote the independence of the client and to respect their wishes and support if needed. I can also confirm no calls were missed: carers would be turned away if they did not meet the desired profile. The situation became unsustainable and it was the main reason the package was handed back, as we felt it would be in the service user's best interests to find an alternative provider.<br>NB we operate a 24/7 on-call service and even our Head of Operations made herself available outside of working hours to this individual.