Communication is important to us and we strive to communicate effectively with Residents and relatives but on this occasion our timing was inappropriate and for this, we can only apologise. <br><br>We do try to ensure that one person is responsible for the admission and follow-up of Residents but due to annual leave and sickness, this can be difficult to achieve. <br><br>We take on board your comments and will review the admission process to ensure a more satisfactory experience for both Residents and relatives which includes ensuring that the small issues are addressed.