Thank you for your kind review, we are very pleased to read that you enjoyed your stay and feel our standards are very high at Hartwood House. Your feedback is key in helping us shape the continuous improvements to our service. We are pleased to share that only in exceptional circumstances will we use agency staff, we have recently had new team members that have joined the Hartwood family. Our electronic call bell system logs the response time on each call, with a target that must be achieved by the team, all calls that go over are flagged by management who will review them. Our staffing is responsive to the number of residents in the home and their level of care, we use a dependency tool which is regularly reviewed by the management team. We thoroughly enjoyed you staying with us and wish you a very Merry Christmas and a Happy New Year.