We were sorry to read of your disappointment with the facilities and services we provided for your loved one. In relation to the medication incident, where your grandmother had dropped the pill given to her, we have reinforced with our team that they must stay with residents until they are sure the medication has been taken. We are sorry that our carer failed to do that in this case. In relation to personal care, our records show clearly that your grandmother was checked every two hours, as would normally be done, and changed as required. We did increase that to hourly checks when your concerns were raised. We are disappointed indeed to hear of your negative comments regarding the food we served. We pride ourselves on our carefully crafted menus of freshly prepared nutritious and delicious hot and cold food, using locally sourced ingredients where possible, and we are sorry that you felt that we fell short.