Thank you for taking the time to share your experience with us, it is important that we are made aware of all concerns so that we have the opportunity to address any shortfalls and to improve as a result. Following your detailed feedback at the time we have had the benefit of both being able to thoroughly investigate the concerns raised as well as to ensure that any actions needed are undertaken. We are sorry that the concerns you describe fall short of our usual caring standards; please be assured though that in the five months since we have been able to implement changes and improvements. Thank you for your feedback.