Thank you for your comprehensive feedback. I have passed your comments on to the team.  There has been a lot of change in recent months and the ultimate objective, naturally, is to provide the highest possible quality of care. The team have been working really hard on this and it is unfortunate that during this time we have had to use agency staff - we also recognise that this is far from ideal. I very much hope that you can see some of the benefits of the positive changes which have been made. Our General Manager will contact you directly as we are not aware of a general rise in fees and to discuss your comments in more detail to enable us to make our homes and the care we provide the very best we possibly can. Kind regards