We are extremely sorry that your experience at Greyfriars care home was not a positive experience; this is not the standard which we strive to achieve. Following your mum's passing, a formal complaint had been raised regarding your mum's care, a thorough investigation had been completed and we sent you a detailed response. Within this response, we highlighted areas for improvement which had been identified, lessons learned and our intended actions. I would like to thank you for raising these concerns and we welcome any feedback from residents or their family members, both positive and negative, as this feedback enables us to analyse areas of care and improve our service.