We are extremely disappointed to see that another member of the same family has posted a similar review about our team, after we have provided an explanation and response to the first member. We have quality monitoring processes in place to ensure that our team deliver good quality care to our service users. All feedback received internally, also from external professionals and via this website, usually reflects the high standard of care we deliver to our service users and we are sorry you have not considered the same experience. We do take every concern which is reported to us seriously and deal with it appropriately, meeting with the person raising the concern, investigate, provide feedback and outcomes, in agreement with the complainant. We also involve external professionals, such as safeguarding teams, if the concerns meet the safeguarding threshold. We are open and transparent with our service users, their families/ friends and external professionals throughout. The mentioned safety incident (butter knife) on your feedback via this website, was reported to the local authority safeguarding team and dealt with appropriately at the time, feedback was provided to family members during their visit to the home and also via telephone to family members who were not present at the time, ensuring all aware of outcome. Our staff are trained to identify service users’ deterioration and arrange appropriate medical support from GP/ Out of Hours service/ Ambulances and other Health Care Professionals, which was done correctly. During your ‘Nani’s’ stay all relevant professionals were involved and appropriate care and treatment was provided.