Concerns around the use of agency staff at the home have been highlighted.  HC-One aims to deliver the kindest possible care to all our Residents, and we know how important it is to provide continuity of care with friendly and familiar staff members to support each Resident. We are committed to delivering this vision through recruiting, training and staffing our homes with all permanent carers and nurses. <br>As such, the use of Agency staff is only permitted in our homes when all other options to fill a staffing vacancy, or sickness absence, have been explored.  <br>The use of agency staff is the action that we will take to ensure that there are enough staff on duty when we have tried all other avenues. The national shortage of nurses has meant that we have had to use agency staff more than we would ideally wish to, but we continue to recruit nurses and we are committed to ensuring that there is a full and trained team in the home. <br>We expect our homes to be clean, safe and pleasant places to live at all times. We have investigated the issues raised and we are confident that new management arrangements and enhanced quality monitoring processes have been effective, and we are grateful for the further feedback from the Reviewer that tells us we are getting this right.