Please accept our sincere condolences on the recent passing of your Grandmother, we also want to thank you so much for your lovely comment about our staff who do their best at all times and always treat our Residents very kindly. At HC-One we always listen and ensure feedback is used to reflect and learn lessons. I would like to assure you that we have reviewed our end of life practices at the Home and have implemented robust plans to ensure our Resident and Relative experiences remains of a high standard.