Thank you for your review of the home and for your comments relating to its presentation, administration of medication and effective skincare your friend received. I am sorry to hear of your other perceptions and I can assure you that all resident's hygiene needs are consistently met. We are constantly trying activities and approaches to include all our residents to ensure their social needs are also met. Whilst the team will be disappointed, I am sure the team will work with the feedback offered to ensure that all residents are engaged to the best of their capacity and capability. Our Homemakers spend time with residents on an individual basis and our record system shows that your friend did have these interactions. They had begun to know her well and relayed good interpretations of her ability to communicate her basic preferences despite her limitations. As the new Manager of Nesbit, it would be good to speak to you directly to discuss the particulars of your friend's stay further.