We are really pleased to read that you think that our activity coordinator is outstanding, providing meaningful engagement for our residents is very important to us. To recognise the hard work of our staff is greatly appreciated. We are however saddened to hear that your experience at our care home hasn't been the positive one we would like it to be, and would like to reassure you that we take all complaints seriously. The health and wellbeing of all the people that are cared for in our home is of paramount importance to us and we take pride in all aspects of the care we provide. Please be assured that we take all concerns seriously and aim to use feedback in a positive manner to continuously improve our service and care to our residents, your concerns and feelings will be shared with the team. We have an open-door policy and we would always encourage relatives to contact the home if they have any concerns so that we can assist in resolving them immediately.