Thank you for taking the time to review our service, even though it's disheartening & has personally saddened me. I would like to address your concerns regarding staffing levels. We use a dependency tool reviewed weekly by our Director and daily by me. Our staffing adjusts based on residents' needs. For 36-40 residents, we typically have 1 RGN, 1 AP, 7 HCAs, a tea trolley assistant, housekeepers, laundry assistants, cooks, and managers, with appropriate adjustments on night shifts. I won't deny our residents at times have high dependency needs, but both Managers and the RGN/AP staff, support the HCA team on the floor when necessary. I am proud of my team and the high standards they uphold, with person-centered care at the core of everything we do, focusing on dignity, privacy, and inclusion. Our values ensure that we deliver the highest quality of care, and we've received many positive reviews reflecting this. I would have welcomed the chance to discuss your concerns directly and openly.