Thank you for taking the time to share your feedback. We deeply regret that the experience did not meet your expectations.We would like to point out that the review is not accurate and reflective of events, the context and circumstances. The resident was fully able to make their own decisions, and we respected their autonomy in line with our duty of care. While we understand the family's concerns, our approach was guided by the resident's rights and preferences. There are instances where family's expectations may be unrealistic e.g. reducing number of falls even further. We regret that we were unable to fully meet the family's expectations in this case.Written evidence was provided to CQC contradicting your claims above. Our commitment to continuous improvement remains steadfast, and we are dedicated to providing a safe and comfortable environment for all our residents.We are committed to ensuring that The Paddocks remains a place where residents receive the highest standard of care.