Thank you for your review, we value all feedback as this helps us to improve our service where required. Over the last 12 weeks, we have not needed to use agency care workers. If however, we do need to use agency staff, then we try to use the same individuals to ensure consistency and familiarity. We always allocate an agency worker to a HC-One colleague for all residents that require two-person support. The agency workers receive the same handover as HC-One colleagues when they are on duty and will be allocated their responsibilities. HC-One colleagues should guide agency workers where needed and the team will be reminded of this.