Thank you for taking the time to write a review for Elizabeth Lodge, and particularly for your kind comments regarding the activity as well as the care team at the home. I’m very sorry to hear some of the problems your mother has experienced - I understand you have already spoken with a member of the senior management team regarding your concerns and please rest assured that we take these very seriously. It seems we have fallen short in the high quality of care we usually offer at the home and I do apologise. We always try to limit the use of agency staff but sometimes this is unavoidable, for example, to cover team holidays or illness, and all agency staff do receive a full induction from either the suite manager or deputy manager – we have fed back to these team members and will make sure that the issues you’ve raised with bed adjustment are covered within this at all times in future to make sure this does not happen again. The agency staff do wear different uniforms so they are distinguishable from the permanent team members in the home, and should any resident or family member accidentally mistake them for nursing staff rather than a carer when they need a nurse, of course, they would let them know and locate a nurse for them. In regards to the suite where you mother is placed, this does have some residents with mixed needs currently and the team at the home work hard to make sure that every resident has an environment and activity plan that’s suited to their needs.