Thank you so much for taking the time to share your feedback. We're really pleased to hear that your mum is happy and feels safe at The Maltings - that means a great deal to us. We're also glad you've found the manager approachable and willing to listen, as open communication with families is incredibly important. We appreciate your kind words about the carers and the important work they do. At the same time, we take on board your observations around motivation, communication, and the issue of missing items. These are all areas we are actively working to improve as Fortava Healthcare continues to implement new systems and processes at The Maltings. As these changes take effect, we hope you'll start to see more consistency in communication and a stronger sense of teamwork across the staff. Our aim is to provide a well-coordinated and compassionate environment where both residents and their families feel supported and reassured. Thank you again for your review