Thank you for sharing your feedback. We are deeply sorry to hear about your experience and understand how distressing it must have been for you and your family. At the time of your nan's stay, our staffing levels were 6 staff to 30 residents (4 care staff, a nurse, and a nurse assistant) This ratio meets the needs and levels of dependency in the house and previous reviews are testament to the high standards we set. We apologise that we did not meet these expectations for you and your nan. We wish this issue had been brought to our attention sooner so we could have worked together to resolve any concerns. We are committed to continually improving our care practices, and we take your feedback seriously as part of that process. If you would like to discuss this matter further, we would welcome the opportunity to speak with you. We truly value the trust families place in us, and are dedicated to providing the best care for all residents. Best wishes.