All staff are trained in dementia and have a vast knowledge of their needs. In regards to the comment of staff being on mobile phones, these are the devices that are used in the care home to document accurately. The milk referral is in reference to the fortified milkshake that is provided mid morning. The resident in question would have a tendency to spill the milkshake when he had enough on to the floor. This would be cleared up by a domestic staff in timely manner. The manager is onsite every weekday and some weekends and is available on request.  At no time a meeting was requested to discuss any concerns as this would have been dealt with. The gentleman transferred to a new care provider to be with his wife and that the care provided by the home the family were happy with. We apologise if any upset was caused and we would still be happy to meet with the family. We stand by we provide excellent care to all residents.