We do of course send our condolences to you and your family at this sad time and would never wish to detract from your own feelings, however, there are many points within your comments which we would contest. The family member who acted as the primary contact for your family has expressed thanks for the care of your Grandfather and our condolences were passed to her and your family when she advised us of your Grandfather's passing.  At this time the home manager was on annual leave but as she had given her personal phone number,  she was able to keep in contact. In fact, she was able to obtain information for the family when the ward became uncontactable. Please ask to see that communication as it will put your mind at ease on those points. We do have a Complaints process to express your concerns, should you wish to do so.<br>Lastly, we have the utmost respect for all of our residents, more so those residents who have been in our care for a long period of time.