Ms Hutchinson is trying to modify or otherwise alter the agreement of service. Is that even legal, or do you suggest I take it to Small Claims in Victoria, BC? She's evidently seeking personal responsibility for her actions or inaction, and I don't think we have the time to wait for an audit. A person is being denied competent healthcare, and Ms Hutchinson is acting as a veritable co-conspirator in the persecution of a frail old lady. Is this something which you encourage in your office, that your "investigators" just drag things out until the applicant dies from denial of adequate medical services?