We are very grateful for your valuable time taken to detail the feedback above. Our Home, The Wharf, and the Maria Mallaband Group have a welcoming and open policy on complaints because we really value the opportunity to be able to improve our organisation. We are very sorry that you have come to feel this way, we pride ourselves on creating a positive experience for all even in circumstances such as these. Having a culture of continuous improvement is very important to us. We are very fortunate to have a new gentleman leading the team at The Wharf now. He strives for excellence in all aspects of the service we provide and would welcome the opportunity to speak with you at any time. We would like to reassure you that should you join us again, the complete experience will be as excellent as the feedback provided around our nursing care and our activities coordinator. We will ensure this really lovely feedback is shared with the wider team. We thank you again for your valued feedback.