Thank you for sharing your feedback with us. I’m very sorry to hear about the experience yourself and your husband had during your recent visit to Charlotte House. We genuinely appreciate your kind words about our friendly staff, but we also recognise that there are always areas in which we can improve. <br> <br>Firstly, I would like to apologise in regard to your husband's personal care. We take pride in providing our residents with a high standard of personal hygiene and grooming, and I'm sorry to hear that this has not met your expectations during your last visit to Charlotte House.<br> <br>Regarding the mix-up with your husband's clothing and medication, I sincerely apologise for the confusion. We understand how important it is for personal belongings to be properly managed, and we will be reviewing our procedures to avoid any future issues with residents' personal items.<br> <br>Please accept my apologies that you were unable to find a member of staff to speak with before you left the home. We strive to provide a seamless and supportive experience for both our residents and their families, and on this occasion our staff were working hard to support other residents and are extremely apologetic that they missed you. <br> <br>We truly value your input, and I want to assure you that we are committed to improving the areas you've highlighted. If you have any further concerns or would like to discuss your experience in more detail, please do not hesitate to reach out directly to the Home Manager who is always appreciative and receptive to any feedback.<br> <br>Thank you again for bringing these matters to our attention. We look forward to continuing to improve and to providing a more positive experience for both you and your husband.