Many thanks indeed for sharing the review. We regret the disappointment as we always strive to deliver high standards and outstanding service.<br>In respect of your auntie's discharge, we have followed up guidance from members of family. We were instructed to assist your auntie in a taxi only, as a member of her family was waiting for her at home.<br>To minimise risks of infections, we ask our visitors to wear fluid-resistant masks in our corridors and communal areas. We are asking all visitors to book their visit using an online system and our receptionists offer support to visitors to explain the process and help for those who are unable to do so.<br>The management team reviews all comments and takes them seriously. <br>As St Luke's is set as a charity to service a community, we always endeavour to address issues as it may lead to aligning our processes to increase efficiency and effectiveness.<br><br>Kind regards,<br>St Luke's Management team