Thank you for your review, we value all feedback as this helps us to improve our service where required. At the time of the request to visit your mother who was poorly, we were in national lockdown and the home was in outbreak status. The manager explained to the gentleman who called to request to visit that there were already two designated visitors, per government and local authority guidance, and that we had to adhere to this. The manager informed the caller that this was not a discretionary choice but the visiting ruling in place at the time. We fully appreciate how heartbreaking these circumstances have been for families who have not been able to visit during the Covid-19 pandemic due to the restrictions in place. We concur it was not an appropriate time to give you a review form. We would like to apologise for this and thank you for bringing this to our attention. The manager would like to profusely apologise for coming across as dismissive and stated that this certainly was not her intent during these ongoing trying times for residents, family and staff.