Dear Reviewer<br><br>Thank you for your feedback. At Western Mount Lodge, we take all comments seriously and are committed to delivering the highest standards of care. However, we were both shocked and disappointed by the content of your review, as it does not align with the reality of the interactions we had with your family during the resident's stay.<br><br>1.&nbsp;&nbsp;&nbsp;&nbsp;No Prior Concerns: At no point during the resident's time with us did your family raise any concerns or complaints regarding the care provided. If there had been issues, we would have addressed them immediately, as we always do.<br><br>2.&nbsp;&nbsp;&nbsp;&nbsp;Positive Feedback: On several occasions, your family expressed gratitude for the care provided. We were regularly reassured by your positive comments during visits, which greatly encouraged our staff.<br><br>3.&nbsp;&nbsp;&nbsp;&nbsp;When the decision was made to transfer the resident to another care home to be closer to his wife, it was an emotional moment for everyone. The resident was visibly upset, and our manager offered comfort and support during this difficult time. We also recall the resident's daughter-in-law warmly thanking our manager for the care provided during his stay.<br><br>Given these facts, your review does not reflect our experiences, and frankly, we find it misleading. If you would like to discuss this further, we are open to a direct and constructive conversation.<br>Sincerely,<br>Kay Mcilwee<br>Manager<br>Western Mount Lodge Nursing Home