Thank you for your very honest feedback. I was sorry to read this review and disappointed that you feel that the home is run badly. We have spoken and met a number of times since your father joined us so I do understand your concerns and I know it was a very difficult decision for you and your family to have to place him in a care home.  However, it is now very important that we work with you more closely to make sure that your father feels more relaxed and comfortable with us and I have written to you separately with some dates for us to meet formally to discuss your concerns.<br><br>We realise that Haviland House is not a care home for everyone.  We have adopted the ‘Butterfly Approach’ at Haviland House, working very closely with external consultants. This means that our staff, the individuals living here and their relatives can spend the day together and we focus on people’s feelings as much as their personal care needs. We are no longer restricted by the usual routines of a care home and staff don’t wear uniforms - we are trying to create a homely environment for our family members with daily activity and engagement with the community including visits from local school children and various entertainers.<br><br>Value for money<br><br>With regards, the issue of value for money, the cost of care, dementia care, in particular, is very expensive and Haviland House is a not-for-profit care home. We also offer some subsided beds for those who cannot afford the full cost.<br><br>Basic care of our residents<br><br>Our records demonstrate that our care staff support residents with personal care 4 to 5 times over a 24 hour period.<br><br>Standard of care staff<br>You acknowledge there are very good staff which I am pleased to hear, and whenever individuals have been singled out for criticism or praise, this has been fed back to that person and action taken when required. If you can let us know those members of staff that you consider to be poor I would appreciate it so that I investigate properly.  <br><br>Cleanliness<br><br>I disagree with your point that the cleanliness of Haviland House is poor.  Environmental Health has visited and although there are some areas for improvement, they are satisfied with the levels of cleanliness within the home. If you could be more specific though about what areas of the home you believe have such poor standards that would be appreciated. <br><br>Once again I am very sorry that you feel this way about Haviland House, as we always strive to provide outstanding customer service making this feel like a home from home. It is clear though that you are not happy with the level of care being provided to your father and we will do all we can, working with you, to ensure that we can resolve the situation quickly.