Thank you for taking the time to review Oak Springs.<br>Continence aids are prescribed for individual residents use only by an authorised prescriber, we do not carry stock of any continence products that are not prescribed for that individual. A referral must be made following a risk assessment to the continence team. All aspects of care planning are person-centered and are supported by external professionals' advice, support and guidance even though this may differ from the expectations of some family members. Throughout the pandemic outdoor visits were more restrictive, however we adhered to government guidance. Staff monitor residents' safety and a resident who has been identified as a high risk of choking must be taken seriously to reduce that risk. I am sorry that you feel that the manager did not take responsibility of a complaint, rest assured that I do take my role as manager as a responsive position, and would never engage in a blame factor culture. Kindest Regards Andrea Lyon.