We are disappointed with your negative review. It must have been difficult to accept Mum needed to live in a care home. We worked closely with you to assist with the transition as letting go is always hard.<br>Our services are regulated/inspected. Mum was promoted to live independently. She was encouraged to make decisions including choices of foods, clothing, activities and mobility.<br>Care plans were regularly reviewed along with risk assessments by social workers/other professionals who were more than happy with Mum's care provision.<br>All staff have certified compulsory mandatory training.<br>We are privileged with a multiskilled workforce enabling some to fulfil more than one role.<br>Electronic handheld devices used to record care information in real time are often mistaken as mobile phones.<br>Paramedics act professionally and would raise concerns through the appropriate channels.<br>Complaints procedures are integral to service improvement and we would be happy to discuss any concern in more detail.