We are sorry to hear about your experience, and we apologise for the shortcomings in our communication. We regularly kept in touch with the three registered next of kin for your Gran, including numerous calls, arranged visits and updates. During this challenging time, we relied on those next of kins to disseminate information about your Gran’s health and care arrangements to other members of the family, including yourself. Relatives can always call the home for an update at any time, however, we are sorry you feel that we could have done more to directly update you over recent weeks. We would like to assure you that we believe your Gran received the best care at our home.