Thank you for your praise regarding the warm welcome you received from our reception team. I am sorry to read that Mum’s stay did not meet your expectations. Mum was prescribed eye drops 4 times a day which were given. Mum chose the times she wanted her eye drops. Whilst our nurses advised Mum to have them 6 hours apart Mum decided on the timings to suit her daily routine. There was one occasion during Mum's stay that she informed us her soup was lukewarm. We served a hot portion straight away and apologised. Mum often spoke to staff about how lovely the food was at Oak Hall, it’s disappointing to hear your feedback after Mum had gone home. I visited Mum nearly every day of her stay. We both hail from the same county and had some lovely conversations about the area invoking happy childhood memories for both of us. Each time I visited Mum I asked how was her stay so far. Mum didn’t share any concerns with me so it’s disappointing to hear your feedback after Mum had gone home. Thank you