Thank you for taking the time to leave this review. We recognise that it is a difficult time when a family member enters a care home, especially when they wish to remain in their own home, it was positive that your family member’s wishes were able to be met and he was able to return to his home, with support, after a short stay at Mossdale Residence. We meet with all our prospective residents and their families and complete an assessment to determine if Mossdale Residence can safely meet all the care needs, prior to offering a placement. Our staffing levels are based on the dependencies of the people living with us and we discuss those levels at the point of enquiry. We also encourage family members looking for a care home to share their expectations for the level of care they would like at that time, so that both parties can be confident that what is expected can be achieved. We work closely with our GP surgery and recommend that all residents are registered with that surgery, they conduct weekly ward rounds and we also are supported 24 hours a day by trained clinicians through the Telemedicines service.  We contacted Telemedicines when your family member became unwell and they arranged for observation and assessment in the home, rather than immediate referral to hospital. We worked closely with the clinicians involved until it was determined by them that admission to hospital would be needed.  You mention lost paperwork, on this occasion we were not made aware that the paperwork was in place at the time of the assessment, on admission or by the GP – clearly this has caused you concern and we do apologise for that. We have shared our learning from your feedback with our team. We hope that our residents and their families feel comfortable to discuss any concerns as they arise, either on an individual basis with the Home Manager, via our Residents’ Committee or at our regular Resident and Relative Meetings.