I have fully investigated the issues and spoken to all of the team that works on Kensington.<br>Our protocol is to dispense medication in room order and have several residents that all need their medication at the same time and we do our utmost to ensure that it is administered as near to the time required as possible. <br><br>I have addressed all team members that work on Kensington and they are fully aware of the behaviour that is expected of them and as a result of your feedback have organised customer service training for some team members.<br><br>With regards to food, each time a resident is admitted they will complete a ‘food passport’, which will outline their food and beverage preferences and dislikes. We aim to meet the nutritional preferences of all residents by offering a combination of both traditional and current menu choices. <br><br>In addition, as part of the Care Assistant’s daily routine, they are allocated rooms to check. Due to no day being the same within the home, some days we are unable to complete room checks in the morning. This may have been the reason for the oversight of the water jug and unmade bed, I apologise for the inconvenience. <br><br>Please be assured that we take all concerns very seriously and endeavour to improve the service we offer as a result. If you have any further concerns, please do not hesitate to contact me.