Thank you for your review, we value all feedback received as this helps us to improve our service where required.  Our staffing levels are reviewed regularly and are based on occupancy and the individual dependency levels of our Residents. This will explain why staff ratios may differ at times.<br>We are currently recruiting for additional care staff to reduce any need for agency care usage. We strive to promote person-centred care to all of our Residents including the personal touches. We encourage Residents and relatives to liaise with their key-workers and unit managers so that individual care plans can reflect this.