Millennium Care, take complaints and feedback extremely seriously. We are devastated by the loss of any of our residents. <br>The resident was receiving end of life care. There was one instance where the family were not contacted when the resident fell, we recognise this as unacceptable, apologised and have put in measures to stop this reoccurring. It was advised by the local hospital that the resident should be readmitted due to the serious decline of his health. The family and resident refused readmission wanting him to remain in our care. Lakeside does not provide one to one care, the home is busy and with the pandemic this was exasperated. <br>A local doctor and several nurses visited the resident and all were complimentary of the care he was receiving. We take complaints seriously and they are all are externally assessed. The care professionals proved the complaints to be unfounded and were happy with the action taken. <br>This dates back to Nov 20', social care was in an unprecedented crisis.