Thank you for your feedback. It’s disappointing to read this review, as you can see we generally receive feedback the opposite to this. The manner in which you found Dad's room is way below the standards we expect in our services, this has been addressed with the team that we’re on that particular day. I’m glad following this review you decided to come and raise your concerns with myself directly, this has allowed me to look further into your concerns and address these as I promised. As discussed, you witnessed Dad's refusal for care and support, Dad does have consent, however, the team should ensure all records of refusal are recorded, again this has been addressed with our team. Dad's care plan has now been reviewed with the information provided by yourself and hopefully, this will support the team to deliver the quality of care we aim to deliver each day. Apologies if you feel you were given excuses, as agreed our domestic team will label any clothes that require labelling.