Thank you for taking the time to share your feedback. We're very grateful for your recognition of the high-quality care our team provides, especially for residents with more complex needs. We also appreciate you raising your concerns regarding temporary or agency staff. Thank you for bringing these observations to the team at the time - your communication allowed us to take prompt action, and we remain committed to ensuring consistency and maintaining the high standards you expect, no matter who is on shift. Your honesty helps us improve, and your confidence in our care means a great deal to us. Please don't hesitate to get in touch if you ever have further feedback - we're always here to listen and support.