Hi Katherine, thank you for your feedback. Firstly, I want to introduce myself as I am the new manager at Oulton Park.  We take all of your feedback very seriously and Barchester prides itself on its quality of care and compassion in all of our homes. During the entire duration of the pandemic, we at Barchester have been following the guidelines and protocols outlined by Public Health England to ensure the safety and wellbeing of our residents and staff. We sincerely apologise if you feel that you have not been treated with absolute compassion - this is very unlike our staff and I am surprised to hear this. Please do get in touch with us so that we can discuss the circumstances that prompted you to give this feedback so that we can resolve any issues immediately.