We are sorry to hear that you had this experience during your father's time with us at Primrose Hill Nursing Home. We have recently had a new manager join us who has introduced a new leadership team which will contribute to improving our approach to how we respond to complaints and concerns. We are happy to hear that the care you observed from our team during this period was positive. We are a passionate team who are committed to making improvements to all aspects of the people who live with us and their families experience. Thank you for giving us your feedback.