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 staff and ensure they are inducted and trained to a high standard. We would like to respond by explaining that we conduct a pre-admission assessment to understand the needs of our residents before admission. Residents can be disorientated during the settling in period as they become familiar with new surroundings. Our care plans and needs of our residents are reviewed monthly, but sooner where required and families are a big part of that review process. Our rotas and staffing are adapted accordingly and we will continue to make changes to the environment of the home to the benefit of our residents. Our service is monitored by myself, the General Manager, however, I am afraid that week I took as annual leave, which is why I was unable to meet your family, our Regional team support daily. We thank you for your review and value all feedback.