Dear Denise Thank you for taking the time to share your feedback. We are very sorry to hear that you feel your experience has not met expectations. At Crystal Hall, we take all comments seriously as they help us reflect and continue improving the service we provide. We recognise that moving into or supporting a loved one in residential care can be an emotional and challenging time, and we understand the concerns you have raised. Please be assured that the wellbeing, dignity, and safety of our residents are always our top priority. We work closely with residents and their families to provide personalised care, and our team is committed to listening and responding to individual needs. While we do not feel that your review  reflects the care and support we deliver every day-we are committed to working with you through these issues with the social social worker and commissioning team.