Thank you for taking the time to post your review. Throughout our extensive correspondence and attempts to provide you a resolution, we have made it very clear that the standard of care you set out falls far short of the empathetic, caring relationships we seek to build with each of our residents and their loved ones. We are deeply sorry that this was your experience.<br><br>I am also keen to emphasise that when the footage and allegations were shared with us, the management team acted swiftly and decisively. All rogue individuals identified as carrying out poor care in the footage were immediately referred to the Police and Safeguarding for investigation, and to reassure you, the individuals left the organisation as soon as the footage was shared with us.<br><br>In the week we were presented with the footage, we deployed an undercover Supervisor to assess the performance of the wider team. This ‘undercover’ team member worked in the home for several weeks and found no safeguarding concerns.<br><br>Furthermore, we immediately hired an external dementia care consultant to complete a full audit of Reigate Grange. They entered the service within the same week that the footage was shared with us, and their review found there were no systemic safeguarding issues.<br><br>We also have a comprehensive safeguarding policy which includes:<br>- CCTV being deployed in our homes’ communal areas, which is monitored and used as part of disciplinary procedures when poor practice is identified. <br>- Signature deploys its own covert cameras to secretly monitor staff behaviour when there are concerns about practice, or when residents have unexpected or unexplained injuries. This footage is then reviewed, and appropriate action is taken. Deployment of the covert camera is carried out once permission has been obtained by the family in question. <br>- All of our homes are subject to independent, CQC-style inspections by a contracted quality assurance company.<br><br>At all times we strive to provide the very best service and we again apologise that this was not your experience on this occasion.<br><br>Thank you once again for providing this review.