Dear Maureen, thank you for your review and we are very sorry to hear that you are disappointed with your mother's care. You have stated that her personal care is lacking. I can assure you that every attempt is made to carry out personal care. However, as you say the staff have reiterated that we can not force this upon an individual and we do try to encourage as much as possible. We agree it is worrying, but on the occasion that you are aware of, your mother did have an enjoyable bath experience. I can confirm that the manager has spoken to the staff about the importance of personal hygiene.  <br>I hope this explanation is satisfactory and if you have any further concerns then please do not hesitate to contact us at Gavin Astor House.