Thank you for taking the time to share your recent review. We genuinely value open communication as it enables us to reflect meaningfully and continuously improve the quality of care we provide to our residents and their families.We want to acknowledge that we have carefully considered your concerns regarding staff experience, communication standards, and understanding of family preferences. Please be assured that we are taking these points very seriously and are actively reviewing our practices in these areas.Whilst our team comprises individuals from diverse backgrounds and varying levels of experience, we are fully committed to ensuring that every member of staff possesses the appropriate skills, emotional maturity, and professionalism required to support our residents effectively, compassionately, and respectfully.In response to your feedback, we are implementing additional enhanced training programmes to ensure that all staff members better understand and respond appropriately