The regional manager said: “Thank you for your review and positive comments about our manager and senior staff. I am sorry you feel this way about some of the other aspects of the home. We always have the correct number of staff on duty to care for our residents and have successfully recruited some fantastic new permanent staff to our team who are settling in really well. We are often complimented on the wide range of activities that our activities team provides, some of which are more personalised one-to-one sessions in people’s bedrooms, which might be why they are not always visible. We rotate staff around the home to ensure they have the best knowledge of our residents and their needs, but in our dementia unit, we keep the same staff to give that extra sense of reassurance and continuity. If you would like to discuss any concerns with me in person, I would be more than happy to speak to you.”