I was deeply saddened to read your comments and concerns that were published on 11th January 2018 and would like the opportunity to respond to you personally. <br><br>We as a professional, caring service provision often care and support individuals' with very high complex dementia needs, strive to promote this care and support within a friendly and homely environment.<br><br>I, and my senior members of staff encourage staff to sit with each resident throughout the day and in doing so hope to encourage a sense of belonging and inclusion that we feel when we are in our own homes. I also promote and encourage staff to identify when residents require their own personal space because, not everyone likes or are used to group living situations and as you can appreciate it can be difficult for residents to settle particularly, if they have been diagnosed with a dementia. <br><br>There are times when residents do 'potter' into other residents bedrooms, leaving or taking bits and pieces and on the occasion you wrote about 'we' should have locked the door and for not doing so please accept not only my apologies but the apologies of my staff.<br><br>Staff are requested to search without infringing on the rights of other residents' as soon as it has been identified that belongings have unintentionally gone missing by having been taken by another resident, and when found these belongings are returned to the relevant resident or family.<br><br>With regards to very sad occasions which we feel, when a resident or family member passes away, we have found on experience that relatives wish to pack and keep their loved ones personal belongings themselves so I must apologise on this occasion we were incorrect. The last thing we would wish to do is to create further sadness and feelings of loss and bereavement at this most sensitive time.