Thank you for taking the time to complete your review of Hickathrift House. It was lovely to hear that you would be extremely likely to recommend us to other people that may be looking for a long-term home for their loved one. <br><br>I was saddened to hear you have been experiencing some issues and I am pleased  that during our phone conversation today that I was able to resolve these. Since our conversation, I have discussed your concerns with the Senior staff that look after Mum and I hope, going forward you will see an improvement. We are in the process of implementing the Keyworker scheme, so you will receive more communication regarding Mum and her care. At Barchester Healthcare we encourage people (residents, their family/relatives or representatives) to express their views about the quality of care and services we provide and to raise any concerns or complaints with us freely. If you have any more questions or queries please pop and see me.