Thank you for taking your time to write a review. We utilise a nationally recognised dependency tool to determine appropriate staffing. We exceed these guidelines to be prepared for unforeseen events. Weekends might appear less staffed due to the absence of our administrative and management team members. Our team followed the correct processes promptly and appropriately after the unfortunate incident. Our staff were sympathetic and prioritised your Grandad's welfare. We are confident that our staff acted in accordance with all guidelines. Following this incident, satisfactory resolutions were reached during the meeting with your family. In reference to the incident in Grandad's room, while this incident is disturbing, we can assure you that such situations are managed promptly and effectively and staff immediately clean and sanitise the areas. Our team previously notified you of the official complaint process, and we regret that you chose not to pursue it at that time.