--000000000000e0317005db006746 Content-Type: text/plain; charset="UTF-8" Hi Tim, Here is some additional context in response to Mr. Huston's email. Invoices were sent to the Huston family on our regular schedule. When no payment was received, Mack followed-up with the family and they expressed displeasure with regards to Susan's care and handling of the situation, which resulted in Dawn falling off the bed. At this time, I agreed to remove the hours worked by Susan from the invoice. I sent these invoices via mail to the family again. We did not receive a reply or payment. Mack attempted to follow up multiple times, leaving voicemails to which no response was received. I do not believe that Mack had an understanding that Mr. Huston was asking to be reimbursed for ambulance costs. I am not sure if the dates that Mr. Huston provided to you he believed were the only shifts we worked, but we have care log data from additional shifts as well. Additionally, we have a 24 hour notice of cancellation policy so if any shifts were cancelled at the last minute, they would have been billed and the caregivers would have been paid. In terms of the training of our care team, we were told that our caregivers would be trained by their private caregiver. However, this caregiver went on a leave of absence prior to us starting and no training was available. We were then told that our staff would be trained by the family. Our staff reported that the family was not able to do much of the care and the set-up was unsafe for the client. The training situation was out of our control and with their person leaving on short notice, there was no way we could have our one caregiver available for all the shifts to train the others. The one caregiver we did provide initially (Mandy) was a licensed nurse in another province who was just waiting to transfer her license across to Manitoba. The best possible care was provided under the circumstances. Several times Mack attempted to set-up an in-person visit with Dawn but each time, Mr. Huston indicated that she was "not up for visitors' '. We wanted to do this in order to do a safety assessment of the situation and to be able to prepare our caregivers for the situation so that we could provide quality care. Unfortunately, we were not permitted to do so. Home Care Assistance in Winnipeg has very high standards with regards to English language skills. We do not hire caregivers who do not have good English communication skills. While we may have promised the family that we would send only people with good english communication skills, and we did full-fill this promise, we did not agree not to send people of Indian heritage. Mack has let me know that the family receives "Self and Family Managed Care" funding from the government. This funding is typically at a rate of $21.40/hour for up to 55 hours per week. I think that as a compromise in this situation, it would be reasonable if the family paid us the amount equal to what the government