Thank you for your comments, we appreciate all feedback to allow us to provide the best service possible for our residents. We have been made aware of this issue and have actively responded; we have some new procedures in place to ensure this doesn’t happen going forward. We always aim to deliver a high standard of care, when relatives feel let down by our services, we too feel that we have failed and need to improve. We take all complaints very seriously; we can be contacted by phone or email if you are unhappy with anything. We are very sorry for any distress caused by this issue.<br>Kind Regards,<br>Rick Bloomer <br>Home Manager