We are disappointed to hear that your experience at our care home hasnt been the positive one we would like it to be, and would like to reassure you that we take all complaints seriously. Treating people with dignity and looking after the health, hygiene and wellbeing of those residing in the home is of paramount importance to us and we take pride in all aspects of the care we provide. We aim to keep agency use to a minimum but unfortunately there some occasions, like staff sickness, where we have no other option as we need to maintain staff numbers on the floor to support our residents.We have an open-door policy and always encourage relatives to contact the home if they have any concerns so that we can assist in resolving them immediately. We aim to use all feedback in a positive manner to continuously improve our service and care for our residents and their families.