We are sorry to hear that you and your Mum were unhappy with the care at Shire Oak. Unfortunately, at the time of your Mum's admission we were in the middle of the pandemic and there were strict rules about new admissions to care homes which included isolating for 14 days and also for the whole service to isolate during any Covid outbreak. Sadly, many residents were subject to this degree of isolation. We do acknowledge that these were difficult times for people living with dementia, but our hands were tied by external rules and regulations that were imposed on the care sector. Hospital admissions were particularly upsetting times for both residents, relatives and staff as the ambulance service and the NHS would not permit any escort to go in an ambulances or attend A&E. Once again, we apologise for any upset to your Mum, you and your family members and we are delighted that she is thriving in her new home.