We’re grateful for your feedback and are delighted with the positive comments and scores for the care and support we provide. We would also like to thank you for your constructive feedback but feel disappointed that you were unable to discuss these with senior management in the first instance. The staffing levels at Mildenhall Lodge are significantly higher than the RCN recommendations, and we continue to review staffing levels weekly so the levels can remain high. We are currently employing some agency staff while we continue to recruit in some roles, and this is a key priority for the home. I can assure you that the call bell reports are checked daily and while it is very rare we have strict policy to investigate any calls over five minutes long. We encourage all residents and relatives to raise any concerns with us at any time, and I’d be very happy to discuss any concerns with you in person when you next visit the home.