Thank you for your review.  We have discussed the concerns about toileting with the family now and understand staff can be busy sometimes but usually do deal with residents as soon as they finish helping other residents. We have also advised the family that if they still have any concerns then to advise staff and management immediately.  The Nails lady does try to cut Mum's nails but usually, mum refuses to have them cut.  We do feel we are adequately staffed but will review staffing if required.  We also discussed the rating on Activities and did explain that we do activities every morning and have outside entertainment every month, in addition to volunteers coming weekly. However, we have taken comments on board and will continue to make activities better all round and try to get residents to go out when the weather improves.  We have even built a new fish pond for residents when they go out.