We are sorry your experience of Heeley Bank was mixed and we are pleased you encountered staff who were "dedicated and lovely" towards your mum - and of course that the food was good, which is always important.  We have since recruited extra carers to the team, which means we are far less reliant on agency workers and can monitor care more effectively. I am sorry our communication was not good - we have taken on board your comments and will be mindful in the future. We have also recently appointed a general manager to support the registered clinical manager, which will hopefully improve our response times and processes. We will pass on your positive comments to the team and thank you for your balanced review.  Best wishes.