I am very sorry to read your review of our home and understand you discussed your concerns with the previous manager and others within the organisation. As Great Oaks' new manager, I would like to apologise that the care your mother received did not meet your expectations and our own standards. My team and I are focused on delivering the very best care for our residents, and we aim to continually review and improve our service to both residents and relatives, so their feedback is an important part of this process.