Care Home Owned by Trust Care Management Ltd in West Midlands

It was an honour and a pleasure to be a part of your mom's journey whilst she was here at Primrose Hill. I am so pleased that your mom and your family had the most pleasant experience possible during this sad time. Kind Regards, Registered Manager

Thank you for your kind words. Thank you for trusting us with your dad, it is an absolute honour to be a part of his and your journey.

Thank you for your kind words, we so enjoy having our interactions with you when you come to the home. Thank you for trusting us with your amazing wife, it is an absolute pleasure to be a part of her journey.

Thank you for the feedback, we are honoured to be able to have your wife in our care and be a part of her journey. Your kind words will be passed to the staff, which I know they will appreciate. Your observation on the company standards are a testament to the staff that work here and the standards that we hold dear. As a team we enjoy your visits as much as your wife does and we cannot thank you enough for trusting us with your precious wife.

We are sorry for your distress, and we assure you that we take these matters very seriously. Here are our responses to each of your points:

Staff Training: Our staff, including nurses, are well-trained to care for residents with various health conditions, including grade 4 pressure sores. We follow the latest guidelines and best practices in wound care management. We collaborate with other agencies, and we did so on this occasion. There were care plans in place and they were regularly updated due to the complexity of the care required. It is also important to recognise that the sores were not acquired from the home, but from the hospital and they had been recurrent for several years.

Call Bell: The call bell was always in place. We had a conversation with your brother, who has full capacity, and he understood that he would be liable for the cost of replacing the call bells after breaking several of them. He agreed to this willingly and apologised.

Staff Conduct: We maintain a strict code of conduct for our staff, which includes treating all residents with respect and dignity. Any behaviour contrary to this is unacceptable. This was a matter that was not reported to the home. Your brother had many positive relationships with the staff and he considered many of them as his friends. He also had full capacity to raise any concerns himself.

Manager Availability: My role involves various responsibilities, including meetings. However, we understand the importance of being available for residents and their families. I will however take this opportunity to point out that your brother explicitly requested that you have no involvement in his care or access to any information about him.

Repositioning Residents: Our staff are trained to use safe and appropriate techniques when repositioning residents. It would have been impossible for this to be done without the help of two or more staff due to the complex needs and body mass index (BMI) of your brother. His care plans were extensive and detailed this requirement. Since you had no involvement in his care, I am unsure how you could make such claims.

We appreciate your feedback as it helps us improve our services. We are committed to providing the highest level of care.

Thank you for your review, it has been an absolute pleasure to be able to be a part of your journey. You have shown determination and resilience to your circumstances and the team and I are incredibly proud of you. We love how involved you are with the team and giving feedback. We look forward to the rest of our journey together.

Thank you so much for your kind words. It was an honour to have your dear mom here with us at Primrose Hill.

Thank you for your review, what inspirational words you say, I know your grandmother is precious to you and this feedback is marvellous, we love caring for your grandmother she makes us all smile every day and we are so privileged to be part of her journey here at Primrose. Thank you.