I was surprised and disappointed to read your comments as these issues were not brought to my attention.  Had they been, I can assure you that they would have been addressed quickly.   With regard to the availability of tea and coffee, it is important to note that our approach to care is person-centred.  This means that we deliberately do not offer a scheduled tea or coffee round, as this is an institutional approach.  Instead, tea and coffee is available at any time throughout the day in accordance with the preferences of the individual, and staff when engaging with residents, also offer them routinely. I have today spoken to my team to remind them that if a resident or relative raises an issue or concern, no matter how small, that they must bring this to the attention of the management team so that resolutions can be sought.  I operate an open-door policy, and resident and relatives meetings are organised regularly in which matters can be raised directly with me.  Best wishes, Emma