Hi Steve, we are disappointed to hear that you are unhappy with elements of your mother’s care. As a determinedly independent lady, she preferred not to seek assistance. Immediately after her fall she went to hospital and had several scans plus independent GP care for this and her seizures. We did everything possible to ensure her safety and wellbeing. Her food was always checked with a temperature probe. Whilst the pandemic made things difficult, great consideration was given to our residents’ mental health and morale via a wide range of activities and, more importantly helping them maintain regular communications with their loved ones. Whilst agency staff were used, we were limited to those who worked solely for TWCC. We worked hard throughout to facilitate family visits as soon as we were allowed to do so safely by the government. The exception to visiting restrictions are that families of residents who are at end of life can visit and stay whenever they wish, as many have done.