Thank you for taking the time to review West Cliff Hall.<br>I am very disappointed to hear that you are unsatisfied with your experience of care at our home. As you are aware, we had recently investigated concerns that were raised and forwarded our investigations to the local authority who found the concerns unsubstantiated.   We are extremely surprised to hear that you feel this way, especially after receiving feedback from you thanking the team at West Cliff Hall for the care they delivered to your Father and recognition of the positive change and improvements made at West Cliff Hall.<br>Hartford Care realise the importance of leadership continuity, as such West Cliff Hall has had an experienced interim General Manager in post who has worked for Hartford Care for many years until the position was permanently filled by myself in November. We consider safe staffing levels to be paramount, and although we have focused on recruitment and significantly reduced our staff turnover, there may be times when the use of agency staff is required to cover short notice absence to ensure we have the safe staffing levels for the care of our residents. We have introduced a robust agency induction process to support this also to ensure continuity of care.<br>Our housekeeping team work tirelessly to uphold the presentation of the home environment and management of each resident’s laundry. We apologise if there had been an incident of missing laundry, however, we always make every effort to remedy any concerns that are reported.<br>Your feedback is important to us, as is the care and well-being of all of our residents, which is highlighted in our CQC report from June 2017. We have recently had another CQC inspection in December 2017, and our actions to develop areas of improvement have been identified by CQC and supported in the feedback given to us, which is due for publication early 2018.<br>We take great pride in ensuring we deliver high-quality care and facilities to make a difference to our residents and their family’s lives, and we will continue striving to develop the service we provide.<br>I have passed your feedback on to the rest of the team and in the meantime, please feel free to contact me if you would like to discuss this in further detail.<br>Jim Bowie<br>General Manager