Thank you very much for your honest and personal feedback. We try our hardest when booking agency to have the same staff booked for continuity of care for our residents and as a result we only use staff from 3 agencies and it is mainly the same staff. We try to use our bank staff primarily but at weekends this can prove to be challenging. We use the bain-marie for serving food due to the location of the dining room in relation to the kitchen. This is used to ensure we are serving food at the correct temperature. I will pass on your compliments to the hairdresser and domestic team. Thank you.