Thank you for sharing your feedback. We're sorry to hear of your concerns and appreciate the opportunity to respond. We note that your mother remains in our care, which we hope reflects your continued confidence in the support she receives as her needs change. We understand how difficult it was for you and your family during the outbreaks and the impact this had, especially over the festive period. Unfortunately, such events can occur in communal settings, and we worked closely with Infection Prevention and Control, who expressed empathy and supported us throughout. Since joining Skylarks in June, my experience has been of a caring and dedicated team who strive to provide a safe, warm, meaningful and engaging environment for family members at every stage of their journey. We're sorry that you feel your experience hasn't reflected this and remain committed to maintaining high standards of care, compassion and reassurance for all who live here during their whole journey.