Dear J W,<br>The wellbeing and dignity or our residents are our highest priority.  The situations you have described regarding your mother's care are deeply concerning.  I would like to assure you that we take your feedback extremely seriously. We understand how important it is for our families to feel totally confident about the care we provide and having achieved a Carehome rating in excess of 9.7 for the last 12 months and a 10 rating for the last 6 weeks, we are extremely confident in the professional care and support we provide.  We would like to address the points you have raised.<br><br>1.&nbsp;&nbsp;&nbsp;&nbsp;At no point was your mother unconscious.<br>2.&nbsp;&nbsp;&nbsp;&nbsp;Following an assessment the GP recommended that your mother be taken to the hospital. However, we understand that you did not agree with this suggestion at the time.<br>3.&nbsp;&nbsp;&nbsp;&nbsp;When the paramedics arrived, they were not alarmed by her condition.<br>4.&nbsp;&nbsp;&nbsp;&nbsp;Our home contacted the ambulance service on the same day to ensure prompt medical attention.<br>5.&nbsp;&nbsp;&nbsp;&nbsp;We informed you about the situation between 12:30pm and 1:30pm keeping you updated on her wellbeing.<br>6.&nbsp;&nbsp;&nbsp;&nbsp;Your mother was feeling unwell, so we allowed her to rest in bed, which is not her usual routine.<br>7.&nbsp;&nbsp;&nbsp;&nbsp;Please note that our care homes do not have direct telephone lines to GPs, and there may have been a misunderstanding regarding this matter.<br>8.&nbsp;&nbsp;&nbsp;&nbsp;We maintain a detailed fluid chart for your mother (and all residents) which is available for review at your convenience.<br>9.&nbsp;&nbsp;&nbsp;&nbsp;Regarding the new care home, they only asked two specific questions (by telephone) before making their decision not to admit your mother. We remain dedicated to delivering exceptional care and transparency. Should you require any additional information or assistance, please feel free to contact us directly.