Thank you for your review, we value all feedback as this helps us to improve our service where required. We work hard to recruit the right carers and nurses and ensure they are inducted and trained to a high standard. In regards to your Mother’s specific care needs, this is a specialist area and not all team members are required to be trained. The registered mental health nurse in this instance on duty when it was removed had not yet completed the specific training for this specialist area and to ensure needs met we referred to the hospital. We continually review our rotas to ensure we are continually meeting the needs of our residents as their health needs change and organise training accordingly. We would like to apologise for any concerns you experienced with your Mum's service during her short time with us. Our service is regularly monitored by the General Manager and Regional team. We operate an open-door policy and extend a warm invitation to all our residents and families too.