Firstly, thank you for bringing your concerns to my attention, I found our telephone conversation very useful. We take all feedback very seriously, and we apologise sincerely that our service standards and levels of care have not met your expectation.<br>As we discussed during our call, I am investigating all of the points that you raised with our management team, and will ensure that the required improvements are made. Our aim is to continually improve, and deliver high quality and person-centred care. As such, feedback from customers helps us to raise the standards across all of our homes.