Dear Carolynne,

My father has recently moved into The Lodge, Exeter and I wanted to write to you to express my gratitude for the care and kindness of your wonderful team under the direction of Debbie Skinner.

From my first visit, unexpected, (deliberately!) both my sister and I were stunned by the different atmosphere created by your staff there. Compared to the 20 or so other nursing homes that I have looked at around the country it is a total breath of fresh air. Your staff are charming, organised, efficient and above all so very sensitive to our family's needs. The property is well designed but is kept so beautifully clean and fresh it is a joy to visit, and I certainly can't say that about many care homes. Your staff seem to find that difficult balance between professionalism and friendliness which gives us total confidence that my father is under the very best care. In just two weeks we have already seen an improvement both in his health and self esteem.

On the nursing side, under Justine, for the first time in months I have been able to sleep at night knowing that, at last, someone is actually on the case in terms of my father's medical issues. If I mention something to Justine, she has already thought about it and has actioned it! I've never had that before, and especially not when he has been in hospital. Your recruitment policy is clearly excellent as I haven't met or spoken on the phone to one nurse who has been anything less than informed, helpful, kind and taken a genuine interest in my father's well being. Justine took such a personal interest in my father's care, and from the moment she came herself to assess him I knew we had, at last, found the right place. She simply instills total confidence and you just know, from the start, that everything is going to be all right.

On the activities side, for the first time in 6 years since the death of my mother, my father has taken part in some social activity without a member of the family there to support him. And enjoyed it and told me about it on the phone afterwards! He hadn't really been well enough to go out for 6 months previously and now I hear he is sitting in the garden chatting to another chap! I can't believe the change in him and am so happy about it. Kimberly is clearly quite wonderful!

On the administration side, Debbie, Chris, Catherine and Brenda are all so on the ball and nice to talk to that I feel when I phone or visit that I am dealing with a 5 star hotel, but one at which I am a very valued and recognised frequent customer. Your fees are worth every penny.

When I used to be part of a recruitment and training team I could have saved myself a lot of trouble by simply sending everyone to you for assessment and training. I recommend your company to everyone I meet.

Thank you.