I am sorry that we did not meet your expectations of care for your father; whilst he was having respite care at St Joseph’s Convent Nursing Home. As a team, we strive to provide the highest level of care at all times for all of our residents. I have since spoken to my team at great length after I received your letter of complaint. Although my team felt that we did give your father the care he required, we have taken the concerns that you raised and now have a more robust pre-assessment process to ensure that we ask more searching questions regarding how the care is being delivered in the home environment. Hopefully, in gaining further detail, this will reduce the change in routine which can cause distress to new residents. I do understand that these changes won’t change your experience of St Joseph’s Convent Nursing Home however, I hope you take some reassurance that we have taken on board your feedback and can assure you that we pride ourselves in providing the highest quality of care.