We are sorry you feel that your mother's stay here was unsatisfying. The manager has an open-door policy, she saw yourself/your sister on a few occasions, we are saddened that you felt you couldn’t raise these issues at the time. I know you raised the issue about a jacket potato going missing, but no other matter was raised. We checked the call bell response times, overall the bell was answered within 3 minutes for 70%, occasionally the bell rang for slightly longer, but never for an hour. There are 2/3 cleaners on daily until 5/6 pm. Larger portions of food are always available if we are made aware, this was never raised. We also offer a supper trolley at 8 pm, with snacks/sandwiches/crisps/toast etc. Medication was given late when first admitted (this wouldn’t have led to a severe/fatal error) this was rectified. Following this, all medications were given on time, we were open and honest with you about this. Your mother on discharge day told the nurse she was sorry to be going and would miss the staff.