Thank you for taking the time to bring your experience to our attention. As a company, we would like to assure you we take all feedback seriously. We strive to provide an outstanding quality of care and improve our service user's experience wherever possible. I'm sorry to hear that you have not had the feedback Thornfield prides itself on. As the manager, I would encourage you to speak again with my senior staff who are always happy to support loved ones with any concerns you may have. I do understand that not getting the answers you need can be very frustrating. Alternatively, you are welcome to come to the office and speak with the management team. I would like to resolve this issue quickly for you so please don't hesitate in contacting the team. Sam Kelf - thornfield@cannoncarehomes.co.uk - Registered Manager.