Thank you for your review and your kind comments about the home. However, we are sorry to hear that you are concerned about some aspects of your mother's care. We appreciate honest feedback from our families, and work tirelessly to ensure that our residents' care and wellbeing are the best that they can be. You and I spoke at length earlier this week and, due to the rapid changes in your mother's physical and cognitive health, we will be making the changes that we discussed, and ensure that these are reflected in her care plan. We would like to assure you, too, that her personal care is undertaken daily. We will also put in additional training for staff on how they deal with call bells and undertake handovers. In the meantime, if you have any other queries or concerns, please feel free to come and talk to myself or our home manager.