"Thank you for taking the time to tell us about your mother’s recent experience at Abbotts Barton. The feedback is very valuable to us. As you indicate, we have a newly appointed Home Manager in place. In fact, in her previous role, she was the person who admitted your mother, met her at the home and carried out her pre-assessment. I am sorry you felt there were some communications issues during the initial period of your mother’s residency before the Manager’s appointment was confirmed. We certainly did our best to ensure a smooth handover during this time and we always strive for continual communication between staff, resident's and families.  Contrary to your perception, we actively encourage our staff to express their own concerns on any aspect of care or life in the home. I know the new Manager is already working closely with you to ensure your mother has a happy and comfortable stay at Abbotts Barton. She is meeting with you to discuss and resolve any questions you may have. Thank you once again for your review.”