Thank you for taking the time to write a review, and we are disappointed that this was your experience. What you describe falls far short of the empathetic, caring relationships we seek to build with each of our residents and their loved ones at Reigate Grange. <br>We work constructively with any resident, relative, or loved one who raises a concern about the care they receive, doing so immediately to address the nature of the issue as soon as it is brought to our attention. Referring to the experience of your partner’s mother, our team at Reigate Grange and senior colleagues at Signature worked closely with her family throughout her time at Reigate Grange.<br>Under our comprehensive dementia strategy, all members of our care homes undergo compulsory dementia training that provides them the skills and knowledge they need to fully support our dementia residents. The training programme is specifically tailored to each colleagues’ individual roles within our home.<br>Before working in a Signature Senior Lifestyle home, care teams also undergo thorough pre-employment checks along with Signature’s mandatory training programme. This covers a broad range of modules, and includes: <br>-&nbsp;&nbsp;&nbsp;&nbsp;Moving and handling residents (theory and practical)<br>-&nbsp;&nbsp;&nbsp;&nbsp;Safeguarding<br>-&nbsp;&nbsp;&nbsp;&nbsp;Privacy and dignity<br>-&nbsp;&nbsp;&nbsp;&nbsp;Dementia awareness<br>-&nbsp;&nbsp;&nbsp;&nbsp;Food safety<br>-&nbsp;&nbsp;&nbsp;&nbsp;Health and safety awareness<br>-&nbsp;&nbsp;&nbsp;&nbsp;Respect in the workplace<br>-&nbsp;&nbsp;&nbsp;&nbsp;COSHH (Control of Substances Hazardous to Health)<br>-&nbsp;&nbsp;&nbsp;&nbsp;Fluids and Nutrition<br>-&nbsp;&nbsp;&nbsp;&nbsp;Medication Awareness <br>-&nbsp;&nbsp;&nbsp;&nbsp;Mental Health Awareness<br><br>We operate a zero-tolerance policy on the behaviour identified in the media report you refer to, and as a care provider we took all possible steps to ensure we acted very quickly to deal with this. I wish to make clear that these rogue individuals, who had passed pre-employment checks, left the care home as soon as we were informed of their conduct. They exhibited extremely isolated behaviour by not demonstrating the high quality of care our team delivers to all of its communities each and every day.<br>Supported by our comprehensive safeguarding policy, residents, their relatives and our team members, are protected by:<br>-&nbsp;&nbsp;&nbsp;&nbsp;CCTV being deployed in our homes’ communal areas, which is monitored and used as part of disciplinary procedures when poor practice is identified.<br>-&nbsp;&nbsp;&nbsp;&nbsp;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>-&nbsp;&nbsp;&nbsp;&nbsp;All of our homes are subject to independent, CQC-style inspections by a contracted quality assurance company.<br>Led by our head chef, our catering team prides itself on delivering seasonal menus, developed using the highest quality food and locally sourced produce, designed to support residents’ specific nutritional needs. As part of our commitment to working in partnership with our residents and their relatives, we encourage feedback and do take onboard your comments surrounding your experience. <br><br>Finally, we strongly encourage residents, relatives and loved ones to present any feedback on the care provided by the Reigate Grange team in writing, by phone or in person. We also offer the option to contact senior team members, outside of the home, who can provide additional support if it is required, as well as having a comprehensive complaints process that includes independent auditing.<br><br>At all times we strive to provide the very best service and we apologise that this was not your experience on this occasion. Thank you once again for taking the time to leave a review.