Dear Suzi,<br>We genuinely appreciate your candid feedback and the time you took to share your experience with us. We regret that your initial impression did not align with the expectations set during the viewing, and we apologise for any inconvenience this may have caused. We acknowledge the challenges faced during the transitional period, and we appreciate your patience and understanding. We understand the crucial role our carers play in providing exceptional care, and we appreciate your recognition of their efforts. We are also pleased that the current manager is demonstrating strong leadership with care and empathy, fostering a positive environment within the care home. We value your input and are dedicated to continually improving the care and services we provide.