Due to the high turnover of D2A placements, TVs and radios arent routinely provided, and personal pictures are not permitted on walls to maintain room condition for incoming residents. We're sorry to hear about your relatives experience with oral care. Records show care was offered but often declined.Families are encouraged to label clothing. In a home, managing unidentified items can be challenging.On 31 May, cloudy urine recorded. Although no typical signs of infection, we increased fluids and arranged a GP visit for 2 June.A transport-related miscommunication has since been resolved.The overbed table, initially declined, was provided the same day.We apologise for any difficulty in reaching us. We aim to return missed calls where possible.We take all feedback seriously and learn from concerns raised. Your comments have been shared with the teams and will inform service improvements. We regret any distress caused and appreciate the opportunity to reflect and improve.