Dear Suzanne, we're really sorry to hear the feedback you've provided about your mother's experience with us, and would appreciate the opportunity to speak with you in more detail so we can both do our best to improve, as well as hopefully alleviate some of your concerns. I understand that the team at Horsell Lodge have tried to get in touch with you already - as the Home Manager, I am here to help and to answer any questions you may have - my door is always open, or do please feel free to contact me to arrange an appointment at a time that's convenient to you - this can be in person or also by telephone if you prefer.