I am saddened to read of the upset both you and your family have felt. Following my response to your relative’s review, I am sorry that the care your grandfather received did not meet your expectations. My team and I are focused on delivering the very best care for our residents. We take staff recruitment and training very seriously to ensure we only recruit compassionate and hardworking individuals. We are a new management team and are enthused by feedback, as we continually review and improve our service to both residents and relatives.