Hi Susan,<br>Thank you for taking the time to post this feedback. I am very sorry to hear that we have not been meeting your expectations of late, and even more so, that our process for responding to your feedback has fallen down in this instance.  I have been working with  the home manager, to look into your specific concerns regarding your mother’s care and if you haven’t already, I would encourage you to pick up with her directly when next you are in the home.  Regarding your comments below, I know that we have seen some changes in the team in the last few months, but looking at our rotas, I can assure you that we have always had each suite staffed to a safe and appropriate level.  More importantly though, we have now recruited some fantastic new colleagues which should stabilise the team again over the coming months. Either the home manager or I would be very happy to talk this through with you in more detail.  I am confident we can address your concerns between us, but if you would like to raise a more formal complaint at any point, you can find details of how to do so on our website.  <br>Kind regards.