Thank you for taking the time to share the feedback on your experience with us, as it is essential in helping us continuously improve the services we provide. I want to apologise for the frustrations you encountered with communication during both the admission and discharge of your mother's stay. While I am glad to hear that the standard of care met your expectations, I understand how crucial clear and timely communication is, especially when entrusting the care of a loved one to us. I can assure you that your concerns will be carefully reviewed in line with our complaint procedure and a more detailed response provided directly. We are committed to making any necessary changes to better support our residents and their families in the future and your feedback enables us to do so.