Dear Jill<br>The home has a duty of care to ensure that both residents, staff and families are protected, and their safety is promoted at all times, especially during the Covid19 pandemic. I empathise that the Covid period has been very challenging for all concerned. Our staff have implemented National and Local Government guidelines in the management of the Covid19 pandemic, resulting in positive outcomes for our residents and staff. Your reference in your complaint to “most obstructive people I have ever come across” “place should be shut down” “behaviour like this inhumane” “rude and uneducated staff”. This type of language is completely unwarranted and tantamount to abuse, and therefore in contradiction to the positive feedback, we have received from your siblings involved in your loved one’s care. <br>Due to confidentiality and data protection, I am open to inviting you to make an appointment to discuss this further and I look forward to speaking to you soon.