We are sorry to hear you are frustrated with the level of service. Our aim is to provide the best possible care to those we support, and it is something we take very seriously. It would have been useful to have discussed your concerns during the short period your Mum was with us. Indeed, your comments indicate the opposite to what our records show what happened so unsure why these were not raised. All staff have received the relevant training and competency assessments in the use of moving and handling equipment. Again, had we been aware of your concerns they would have been addressed with the staff concerned. We now have a full team of staff in the Home and agency usage is minimal and in contradiction to your comments, we received many compliments about those we used. Once again, we are very sorry that you feel the experience did not meet your expectations.