Thank you for your honest feedback. As far as I am aware, the concerns you have mentioned have not been formally raised to the management team so please feel confident in using our internal feedback and complaints systems if you wish. I also warmly invite you to have a conversation with me personally at your convenience. All feedback helps us to improve the service given to our residents and their families and I hope to use your feedback in a positive step. We endeavour to make adhoc visiting and/or day visits as pleasurable and meaningful as possible, so I am disappointed you have not found this to be so. Thank you again for your feedback.