Thank you for your comments about the care at Braemar Lodge. We are pleased you feel the general quality of care is “very good” and you would be likely to recommend the home to others. As you will be aware, we have discussed each of your specific points in detail with the Home Manager and they have now been resolved. On the point about the speed of response to a toilet call, whenever someone uses the call bell system for help, we’ll always do our best to respond as quickly as we can. If it is an extremely busy time, it may take a few minutes but answering the bell promptly is part and parcel of us aiming to provide the highest standards of care we possibly can. We continually review our call bell log and emphasise the paramount importance of speed to team members.  Regarding the point about food, we put a great deal of effort into ensuring the highest standards.  That includes regular personal visits by chefs to residents to discuss menu choices and the labelling of individual meals ahead of serving where a specific preference has been made, for example on the size of helpings and the consistency and texture of hot food. The Braemar Lodge chefs are happy to talk further with you at any time. Regarding the attitude of staff at Braemar Lodge, our staffing levels are acknowledged as being among the best in the care sector and every team member should always be kind, friendly, reassuring and honest to every individual in their care. This is our underlying philosophy as a care provider and I would encourage you to speak directly with the Home Manager if you have any concerns in future that these values are not in evidence every moment of the day. Thank you, again, for your review.