Thank you for your lovely review – we are so pleased to hear that you think that Hartwood House is excellent in every way and that you feel we give great care to your Mum. Your words mean a lot to us, and not just because of your nursing background. Lockdown was a tough time for everyone particularly relatives estranged from their loved ones living in a care home. Whilst we often get it right, sometimes we miss the mark and the occasion you refer to back in April is an example of this. I understand that you have since had a positive conversation with a member of our team who has explained our position on this sensitive issue. Your comments and feedback have also been shared with our senior team so we can ensure that as a group we uphold our principles of honesty and integrity when communicating with relatives and loved ones. Once again, we offer our sincere apologies and thank you for bringing it to our attention.