We're extremely disappointed that during the Covid-19 pandemic in which family visits were not permitted within our home, you were not able to witness first hand our good staffing levels which reflect the dependency needs of each resident, our person-centered care where staff genuinely strive to create meaningful interactions for all individuals using our service both long term and those in our assessment to discharge beds (as with your relative) and that despite continued multiple communications with many family members, you have felt you were not involved in your loved one's care plan or assessment of needs despite our best efforts to manage all family members expectations with the extended multidisciplinary approach of ourselves and City Care. <br><br>We do of course take all comments on board to help develop our service as we shall do with yours. All concerns and queries are investigated promptly and anything substantiated would always be acted upon in line with our duty of candour.