Karen gave us all the information on my mum's needs, complex conditions, and surgery; she helped care for and dress my mum's wound. She also helped my Mum make some horrible and hard decisions with information. She never put any pressure on Mum. She always took time and never felt refused. When Mum or Mum's family were chatting to Karen, she gave us all undivided attention. She was a pleasure to deal with. Even when we were an emotional mess, she was very caring and empathetic.