Dear Clare<br>As a care provider, we always try to deliver quality care for residents and families, I apologise to your mom and you if this has not been the case.    <br>I genuinely feel Autumn House is an excellent nursing home that is well run by management, from time to time there will be issues that are raised but in general terms, these are few and far between.<br>There was an incident with your mom where she was waiting to use the toilet, management apologised for this and made sure staff were aware of the seriousness of this incident. A meeting was held with yourself and the management to discuss and rectify this issue.<br>I do not agree with other aspects of what you state in your review.   <br>It was Autumn House that informed the safeguarding team as part of the nursing home's policy. <br>Pain relief was given as instructed by the G.P.<br>Complaints/issues are listened to and followed through vigorously and with transparency. <br>Social media reviews are opinionated and do not contain the facts.