--000000000000f8b33805f43707b8 Content-Type: text/plain; charset="UTF-8" Good Afternoon Virginia, Thank you for your email. As you know we have been investigating this matter since it was first brought to our attention back in December. After countless conversations and review of the email threads between you and Cathy we do feel that there was ample explanation of our pricing structure and opportunity to adjust your care schedule. In September when you first approached us about care, Cathy reviewed with you our services and emailed you copies of our client engagement/consent agreement in addition to various payment forms. In that email she asked you to review everything and let her know if you had any questions or concerns about the contract. When you reached out again it was to move forward with care and Cathy was under the impression you had indeed reviewed all the information provided. At that time you were very clear you wanted both full time day and night care with someone being awake for the overnight shifts in case you needed someone. This model of care does not qualify someone for live-in and so it wasn't discussed. Additionally, live-in care is not a model we can easily switch to as there are a number of factors to be considered and live-in staff are not readily available so much planning is required. That said the live-in model was outlined in your client consent agreement and until now, you have never mentioned it should you have wanted that structure of care. During your first few weeks of care Cathy spoke with you frequently and visited with you. Twice, when you let her know you were starting to feel better she asked if you wished to reduce the amount of hours to which you replied "that is something to consider for the future but not yet." Based on this response we continued care as scheduled by you. It is unfair to say things were not reviewed with you when such conversations took place. We are not in a position to determine your competency and it would be against our confidentiality agreement to have discussed this with someone in your personal circle. In the many conversations you had with Cathy, you always seemed very satisfied with HCA and the level of care and attention you received. We issued a $2000.00 credit for the few exceptions where care was uneven after it was brought to our attention. We are struggling however, to understand how you feel that we owe you $43,000.00 when all the decisions about your care and your schedule were yours and the decisions were made with all the information you needed to understand the costs associated with those decisions. Especially when Cathy was so attentive and twice asked if you wished to scale back care. On Wed, Feb 8, 2023 at 2:13 PM Timothy Thomas wrote: > Good morning Ms Gillespie, > > Thank you for your email. Please allow me some time to review with my > colleagues. I will be back in touch as soon as possible. > > Best regards, > > -- > Tim Thomas > Head of Canada Division > *Plea