I am pleased that you found our carers to be lovely and to have a good connection with our residents. We disagree that our manager undermines her staff she goes above and beyond to support her staff. Recently we carried out an annual quality assurance questionnaire and 2 items covered are communication and management and no issues raised in these areas. Phone calls are recorded and we have investigated your claims of poor communication and can confirm that the manager was at no point rude and communication was good. To clarify we did not allow your Uncle to leave, we are not a secure unit but we do have every precaution in place to try and prevent a resident leaving, we have alarm mats & all doors are alarmed making the building secure and at the time of the incident the DOLS was in progress. With regards to the unsupervised fall during the evening, all security measures are in place to prevent a resident from falling as well as regular wellbeing checks which are monitored & reviewed.