Thank you for your overall good review of the care for your mother. Your mother is very settled in the home and the care delivery she receives is a high standard and always looks well presented. We take on board your feedback and hope that this has now been addressed when we spoke in person and would continue to encourage you to speak to me directly in the first instance should you have any queries. As a manager I take great pride in all aspects of care and furthermore support families/friends should they wish to address concerns or submit compliments. <br><br>All staff who take up new roles are supported and mentored to bring them up to the standards expected by the manager and the company.  The incident you refer to was an isolated and contained situation and additional measures are in place with the individual. I thank you for your continued support of the home and I will continue to have an open door policy. <br><br><br>Tracy Gibbett, Home Manager