Thank you for bringing your concerns to our attention. I am sorry to read that you are unhappy with the care your relative has received, and I apologise that our standards and levels of care have not met your expectations. I am the new manager at Great Oaks, and I personally appreciate you taking the time to leave your review. Your feedback is helpful to me in highlighting areas that need focus, and the points you raise are key priorities for myself and the team at the home to get right for our residents and their relatives. My team and I will ensure that your feedback is taken on board and we resolve the issues you have identified.<br>Encore’s aim is to continually deliver high-quality and person-centred care and we appreciate your comments in helping us to ensure we deliver on that for our residents.