Thank you for your review. As you know, these concerns were brought to our attention in July last year and we quickly conducted a full internal investigation. The detailed results of the investigation, along with a sincere apology, were sent to you in writing on 7th August and the home manager also spoke to you on the telephone at this time. As a care home, we have learned many things throughout this pandemic and feedback from service users has been an integral element to allow us to make improvements and maintain our high standards. Our excellent reviews on carehome.co.uk are from families using our service and are testament to the high levels of care and communication we have with our service users. We fully understand the frustrations the restrictions in visiting have placed on all of our families and that not seeing loved ones for an extended period of time can be very emotional. Again, we apologise that we did not meet your expectations and pass on our thoughts and best wishes.