We are very disappointed that we were unable to meet the expectations of the reviewer however every effort was made to discuss the issues raised with the reviewer.  The 91 year old had lived in the home for a number of years without any previous issues being formally raised and we are sorry they have now left.  The reviewer recently made a complaint and this was investigated and responded to formally, and a meeting arranged to discuss any areas of concern. Staff have always tried to communicate but the reviewer tended to get aggressive on some occasions and therefore staff had to distance themselves on some occasions.  Following the meeting it was agreed to meet again to gauge progress.  Unfortunately the reviewer removed their relative before this follow up meeting could occur.  We strive to provide the best care and support consistently and always with the best intentions and this is the first time we have ever had a resident removed for unsatisfactory care.