Thank you for your review, we value all feedback as this helps us to improve our service where required. We are sorry your experience of the home has not been positive. We take our medication management responsibilities very seriously and medications are only administered in line with the prescribers’ instructions. Some medications are prescribed on an ‘as and when required’ basis which has a written protocol giving clear instructions in relation to need, frequency and dosage and is monitored very closely. Due to the needs of the people living in the home there are times when our ladies and gentlemen may present with behaviours that challenge which can be distressing to witness. We are sorry this caused you upset and that you feel you were not offered the appropriate support following this encounter. All staff undertake training to ensure they are competent and confident to support people when they are distressed. HC-One recognises the importance of offering our clients a healthy and balanced diet and the need to encourage people to eat and drink. Where clients are nursed in bed, staff ensure they receive the support they need in a kind and caring manner. Our wellbeing team helps to ensure our clients have access to the activities on offer, even if this is a quiet chat in their room.  The Home Manager operates an open-door policy and spends a lot of time talking with residents and families. We encourage relatives to contact the home to discuss any concerns they may have so that we can support to resolve these.