We were extremely disappointed to receive this review, which we do not feel is typical of the overall care and attention our residents and relatives receive at Crimond House.<br><br>We actively encourage our stakeholders to utilise our complaints procedure if dissatisfied with any aspect of our service.  Unfortunately, in this case, the complaints procedure was not followed.<br><br>We have since spoken with Sandra and apologised that her experience of Crimond House was not as it should have been. We have focussed on improving communication, and the feedback we have received indicates satisfaction with what has been implemented.<br><br>The care and wellbeing of our residents is always our highest priority, and we aim to ensure that our communication with families remains strong as we move forward.