Thank you for your review; we value all feedback as this helps us to improve our service where required. Thank you for taking the time to meet with me to discuss your concerns; I hope you will accept my apology for the poor communication you experienced. I have discussed this with the Home Manager and requested the visiting diary is kept updated for all staff to access so that booked visits are visible to prevent such an incident from occurring again. We are very sorry for the upset this has caused you.