We are deeply sorry that you feel you have had a bad experience when in our home. At the point of pre-admission of all potential new customers, we work diligently with our partners and families to gather appropriate and trusted information, which forms the basis of decision-making around person-centred care needs, and whether or not as a care provider, we are able to successfully and safely meet a person’s care needs. <br>Unfortunately in this instance, the information we gathered from numerous sources, did not highlight the more complex aspects of your loved one's care requirements, which were only discovered once the admission had taken place. This is ultimately why this placement failed from the outset. <br>Again, we are truly sorry that this admission failed, and that you feel like you had a bad experience. We have taken a “ lessons learned” view of this experience and have made some changes to the way in which we gather information, which will assist us further with data collection