It is unfortunate that this relative felt that the service to her father was unsatisfactory.  However, the carer that was delivering the service had been with the client for almost a year and had worked with other clients and there were no issues or concerns raised about his performance, attendance or character.  A review was conducted quite recently with the client and his NOK (daughter) who was present and the feedback from both was positive:  that the carer is amazing, very hard working and caring. <br>We regularly manage reviews to maintain positive relationships with our clients so that they are involved and can speak about their care to increase client's satisfaction.  We demonstrate that we listen to our clients and have a culture of transparency and can quickly reassure our client's that any concerns are taken seriously.  <br>Concerns, complaints, and safeguarding however apparently minor, are investigated and lessons learned from it.