Thank you for your review and for the points that you raised.  Firstly may we offer our condolences for the loss of your mum, she was a lovely lady and we were very privileged to have cared for her.  It is lovely to hear that you were welcomed to the home and that you did have positive first impressions.  I am so sorry to then read that your expectations were not met and that you did not feel that we were meeting your mum's needs.  As you stated, it is little things that are important and we should always aim to meet these needs also to make both the resident's and the family's time with us better.  I understand that this was a very difficult time for you as a family and we did want to keep your mum comfortable and get her back home to you as you wished.  Again may I apologise that you have not been left with a positive experience of your mum's care and we will take your comments on board and learn from them in the future with other residents.