We appreciate how very difficult it has been for family members not being able to visit during the pandemic, as we do what we can to keep residents, staff and family members safe. It was a relief when the government allowed every resident to have an ‘Essential Care Giver’ as this has definitely made a difference to the wellbeing of residents. We welcomed this change in guidance and understand your loved one and other residents have managed to benefit from this opportunity. We do sincerley apologise that you were dissatisfied with your experience whilst the home was required to follow both government and local infection control guidance.