We're sorry that you feel we have fallen short on delivering the first-class care that we aim for and pride ourselves on. We would welcome the opportunity to discuss your experiences and undertake a thorough review. All our staff are highly trained and speak English to the required British standards, again we are sorry if an incident has led you to doubt this, and we would welcome more insights into the occasions you mention. If you can discuss the specifics directly with us, we are always willing to listen and learn. Offering the highest quality of care for our elderly residents is our passion.