We had received your email and as indicated to you, were in the process of reaching out to you following a full investigation. The investigation was discussed with you at our meeting on 22nd May.<br>As explained, we are expected to prevent unnecessary hospital admissions by having our nurses assess the residents. At your request, the nurse called an ambulance and mum was taken to A&E where it was confirmed there were no new strokes.<br>Mum’s care plan can be viewed and discussed with the nurses and we encourage relatives’ input. You did look at the care plan and were also given details as to how to make a complaint.<br>We can only apologise that you feel the experience did not meet your expectations. <br>As discussed, we felt that our staff could have communicated in a better manner and not become defensive. However, as explained it's normal human reaction to get defensive when being attacked. <br>The incident has highlighted to us that we need to train our staff to calmly respond to relatives.