Thank you for taking the time to leave a review following your visit to Chasewater Mews. We genuinely appreciate feedback from family members and visitors, as it gives us the opportunity to reflect and continuously improve the care we provide.<br>We are sorry to hear that your recent experience did not meet your expectations. <br>1. Staffing and Support from Nursing Staff<br>We operate a collaborative team environment where nursing and care staff work closely together. It is not accurate that our senior staff do not support the care team—nurses regularly assist with day-to-day care where required. On the date in question, our nurses on duty do not recall the specific situation described regarding any refusal to assist. We have spoken with the staff members on duty at the time of your visit, and they do not recall any instance of inappropriate conversations . <br>Our Staffing Levels and Dependency are calculated using a dependency tool as set out by the County Council. This ensures our team is appropriately resourced based on the assessed needs of our residents. Management are available at a weekend in an emergency or prior appointments. <br>2. Resident Meal Choices , we are pleased to clarify that hot meals are available throughout the day including breakfast, lunch, tea, and supper. Our daily menu is displayed in the dining area, with a selection of alternatives always offered. Each resident is supported to make their own food choices, and the resident you mention is known to prefer options not listed on the standard menu. Our team gladly accommodates her preferences.<br>3. Access to the Garden and Resident Mobility, we were concerned to read your comment about a family member being “stuck” in the garden. This is not consistent with our environment or procedures. The conservatory door remains open during visiting hours, and staff are available in the lounge and communal areas to assist anyone who may need help moving between spaces. We have spoken with the staff members on duty at the time of your visit, and they do not recall any instance of inappropriate conversations . <br>We encourage all families and visitors to speak with a staff member during their visit if they have concerns, so we can address them promptly. A clear complaints procedure is displayed at the main reception area. We value your input and hope this response offers reassurance about the level of care and attention provided at Chasewater Mews.