Thank you for your feedback, and for meeting with us to discuss your experience at West Hill Care Home. We take all feedback very seriously, as we aim to provide an outstanding quality of care for our service users and to improve our service wherever possible. We do serve lunch at 1 pm, and for nursing residents, we take the time to individually serve so the meal period can be extended. Dining is a 1 to 1 service and our Well Being team often assist during meal periods, which we find also improves the social interaction and as a result meal periods can often take a little longer. Our experienced nurses did raise the issue of skin damage and hopefully, we have fully explained this to you during our discussion. I am sincerely sorry for your experience and management did take the time to meet with your friends during the stay and also when you came to collect your husband from his respite stay with us.