Thank you for taking the time to write us a review. We’re pleased to hear you were happy with mum’s overall care, but we’re really sorry to receive this feedback around mum’s personal care during her short stay with us. We understand these issues weren’t flagged to the home or our Feedback team during your mum's stay with the home, and we’d really like to talk them through with you. We’d like to reassure you our team does their best to encourage all residents when it comes to any personal care we deliver. If there ever is a time where a resident declines the team’s support, they will of course try other ways but will make sure they do not upset or distress any resident. If you would like to further talk this through with the team, please contact us at feedback@barchester.com. Kind Regards, Customer Feedback Team