Thank you for bringing your concerns to our attention. This is not what we are known for at Parklands and I have already met with our staff to find out what went wrong and to reinforce our company standards and expectations. In the meantime, should you have any concerns at all, please pop in and see me straight away and I will be more than happy to help you. In respect of the changes to your mum's key worker(s), I apologise for the lack of communication and can advise you that she now has both a key worker and a named nurse. We will make sure that you are kept informed of any changes moving forward and, as you know, you can always pop in for a chat with me if there is anything that you are unsure of.