Dear MS, I am sorry to hear that your experience did not meet our expectations. We try to handle uncomfortable conversations in the most respectful manner and apologise if you feel this was not the case. It is our obligation to allow visits to take place if a resident has confirmed they wish to see a visitor and there are no safeguarding concerns (irrespective of any ongoing family disputes). We will always do our utmost to support visitors who wish to take residents on excursions and all residents are risk assessed before leaving the home. We are proud of the staffing levels at Cornmill and our ratio of both nurses and carers is far in excess of minimum requirements and other care homes in the area. I am sorry that you feel our services are not value for money, especially given that the full cost of your father's care was paid by the NHS. We would be more than happy to discuss your experience further to consider whether there are any opportunities for improvement and learning.