Thank You for your valuable feedback. We are glad that you find our care home a lovely place to live. We take into high consideration families’ feedback, and we action as fast as we can when expectations are not met (this can be for various reasons). Activities and well-being experiences can be delivered in many ways, also depending on the specific individual’s needs and the unit’s dynamics. Following a recent meeting attended by all parties involved in this matter, including family members, our managerial team has been responsive in designing and delivering an agreed action plan: we hope you will be able to see an effective adjustment soon. Your concern for our staff members is also very valid, and I will raise this topic with our senior management. Thank you again for sharing your comments; your review will help us improve our service.