We are very sorry to hear your overall customer dissatisfaction and I will be making contact with this relative to discuss further. <br><br>The senior management team continue to work in partnership with relatives and service users, we are very open to discussions and suggestions for improvement.<br><br>We encourage and promote a culture where we learn from past mistakes and are constantly striving on improving the service we deliver. As such we encourage feedback, be it positive or negative, to see what people’s experiences are, this can help us identify any shortfalls and will inform us of any action and or improvements that we need to address.<br><br>The senior management team, feel it is vital that everyone is fully involved and as such, I have taken this to the whole team. This is so we can all fully reflect in a no blame culture of how we could have done things differently or if there are any lessons learnt from the feedback and what we can do to improve certain areas.<br><br>We feel we want to make service users and families aware that they are welcomed to give feedback whenever they feel that it is necessary, as it is vital we work in partnership in their loved ones care.