First of all, we would like to thank you for sharing your feedback. We strongly believe in the continuous improvement of our services and we fully understand that this would not be possible without the constructive criticism we sometimes have. We feel saddened to hear that your experience with Sutton in the Elms Care Home did not match your expectations. Please note that we have recognised the issues raised and have worked very hard for the past months to ensure all aspects of care is effectively communicated in a timely manner. We have put in place a weekly catch up phone call to keep residents and their families updated.