Thank you for taking the time to share your experience with us. We genuinely appreciate your feedback, as it helps us identify areas where we can improve our services. Your feedback regarding the feel of our care home is valuable, and we are committed to fostering a warm and homely atmosphere for all residents. We are actively working on enhancing our services to better reflect the individualised care and attention each resident deserves. I regret that your mum's experience fell short of our usual standards, and I want to extend my sincerest apologies for any distress caused. Should you wish to discuss your concerns further or provide additional feedback, please don't hesitate to reach out to me directly. We are dedicated to learning from this experience and making the necessary improvements to ensure that all our residents receive the high-quality care they deserve. Warm regards.