Dear SB, I am sorry to hear of your disappointment, my door is always open and will always move swiftly to resolve any concern or shortfall. I do wish you had given me the opportunity to resolve items to which you refer, please be assured that staff training is comprehensive and currently at 96% attainment, other feedback suggests care is of a high standard. I will of course continue to monitor staff interactions, taking your concerns on board. I today visited each unit and was pleased to see excellent examples of kindness and care, Please do come in for a chat next time you visit.<br>Kind Regards, Lee