We apologise for the fact that the feel of the home has deteriorated recently, and that the standards of cleaning and service has not been to our usual high standards. There has been a new manager at Millbrook from June 2015 who has been employed to raise the standards in the home; this cannot happen without a few changes, and I am confident these are being made as quickly and as sensitively as possible. In addition, we have introduced a twice daily walk round check for the Home Manager to complete to spot issues and deal with them on a timely basis; this will ensure that areas falling short of our high standards are quickly spotted and addressed.<br><br>There have been 3 members of staff who have left recently (one retiring) and we have taken the opportunity to recruit more staff to these vacant positions to enable more flexibility to ensure we staff the home every day with Meridian employees. We are confident that as these new staff become fully proficient there will be an even more responsive service and continuity of personnel. In addition, occupancy has increased recently, and we are looking to recruit more staff to ensure there is a suitable level of trained staff working in the home to meet the increased demand for our services.<br><br>In relation to the missing hearing aids, we take every effort to be careful with a resident’s possessions, and when something goes missing we take this very seriously to find the missing items and or replace them if they cannot be found. In this instance we found the hearing aids for 2 residents within 3 days.