We are sorry to hear about the distress to you and your family in this difficult time. When any resident arrives they are given a welcome pack and in there it is documented how to raise a concern, and the complaints procedure is also displayed on the wall. This is because things can be actioned or sorted out when the resident is in the home so the best care can be given and the person is comfortable in their surroundings. The home has a registered manager and a senior manager listed. Then, they can be approached or emailed if a family or resident feels they need help approaching the manager, or a meeting can be held with the manager and the registered or Senior Manager. The home also has a linked social worker who would have met with the resident whilst at home. The issue with hospital transport was with hospital transport, and the home tried to facilitate transport to support. So that you know – the manager has taken on board positively the comments to ensure improvements are made.