It is incredibly sad for both management and staff to read such a dreadful review from a relative of someone who was in our care due to us accepting them on an emergency basis. As the Manager of the home, I am utterly perplexed as to why this relative scored management as 'very low' and criticised myself and my staff for our poor communication, especially when we have clear email evidence of direct interaction between myself and that family member. I have spoken to numerous staff regarding the alleged request to see me but nobody appears to know anything about a request from this family and as it is clear that the relative had my personal email address, it is even more confusing as to why a direct request for an appointment didn't come to me via this method.  In regard to my staff not interacting well with relatives, I can only apologise to this family member but have to clarify that my staff are here to care for and interact with my residents first and foremost so regretfully, relatives are not a daily priority. <br>In conclusion, I can only reiterate how disappointed we are to read such comments especially considering in our latest Quality Assurance Survey, the results found that 29% of relatives felt the service was managed 'good' and 71% felt we were 'outstanding'.  It is therefore clear that we can't please everyone all the time, but can please everyone some of the time.