Thank you for your review. We are sorry you feel you have had a negative experience. We take feedback seriously, constructively and without prejudice. Both incidents were unfortunate, they happened unexpectedly and unintentionally. Both incidents have been fully investigated and where identified actions have been taken, processes reviewed and implemented. However, there appear to be some inaccuracies in your comments, specifically since these events, regarding your mum's current condition? We did receive communication from yourself stating that your mum is now starting to mobilise and that your mum is now starting to vocalise more and more each day. It saddens us to hear that her needs have possibly deteriorated since our communication and since her move. Your mum was loved by all staff and residents, and built great friendships with everyone during her time at Chestnut Lodge, it was a home from home for you both, which on numerous times you stated that both you and your mum loved. We wish you all the best.