We were very sorry to hear of this lady’s passing as she was dear to us, but unfortunately we were<br>no longer able to meet her needs.<br>A long time has passed since she resided at Lugano Residence, and we were sad to read of her<br>family’s disappointment. However, to coin a phrase “some recollections may vary”, and rather than<br>refute the comments made, at this distressing time for the family, we should say that we are proud<br>of our 35 year history and for the service we have provided to this community. Over that time we<br>have received consistently good, and in many instances excellent, feedback back from residents’<br>families, for the dedication of our team and the care given to their loved ones. Never more so than<br>now, after a difficult year, and managing to remain Covid free throughout the pandemic.<br>Our aim has always been the comfort and wellbeing of our residents, and we value all feedback as<br>we continue to strive to enhance their quality of life.