Dear Gillian<br>Thank you for your review. All feedback is welcomed and allows us to continually develop our service. <br>I am so sorry that you feel your mom's care fell short of your expectations. It is always our aim to listen to and acknowledge any concerns that our residents or relatives may have.<br>We actively encourage people to come forward and had you done so at the time; 100% of your concerns would have been looked into. Complaints are dealt with promptly, fairly, and sensitively with due regard to the upset and worry that they can cause to all. However, you chose not to and you have put your concerns into a review after Mom was discharged from The Grange. I have an open-door policy which is published within The Grange Service User guide as well.<br>I have written to you personally to address some of the comments made as I believe there are some factual inaccuracies within your review.<br>Please be reassured that all of the residents' care is our utmost priority at all times.